Silverplay Casino - プレイヤーのボーナス請求が遅延しています。

I am claiming a bonus of 250 EUR, which I have been entitled to since the end of March / beginning of April 2026.

Despite repeated inquiries via live chat, I was constantly given the runaround. In my last conversation on April 26, 2026, with employee "Nicki C.," the credit was denied. Instead, they tried to pressure me into making another deposit of €50 to receive a different bonus. This is unacceptable, as I have already fulfilled my requirements for the original bonus.

I gave the casino a 48-hour deadline via email, which expired without result on April 28, 2026. The casino is not responding to my formal complaint.

Key points:

1. Bonus overdue for over 4 weeks.
2. Support refuses to escalate to superiors.
3. Support is trying to "upsell" (force a new deposit) instead of solving the problem.
4. Formal deadlines were ignored.

I am attaching all evidence (chat log as PDF, email correspondence and current account balance) to this complaint.

I have additional screenshots (email correspondence and account balance) that I couldn't upload due to their file size. I'll gladly send them by email once a case worker has reviewed the matter.

Ich fordere einen Bonus in Höhe von 250 EUR ein, der mir seit Ende März / Anfang April 2026 zusteht.

Trotz mehrfacher Nachfragen im Live-Chat wurde ich immer wieder vertröstet. In meinem letzten Gespräch am 26.04.2026 mit der Mitarbeiterin „Nicki C." wurde mir die Gutschrift verweigert. Stattdessen wurde versucht, mich zu einer erneuten Einzahlung von 50 EUR zu drängen, um einen anderen Bonus zu erhalten. Dies ist inakzeptabel, da ich meinen Teil für den ursprünglichen Bonus bereits erledigt habe.

Ich habe dem Casino per E-Mail eine Frist von 48 Stunden gesetzt, die am 28.04.2026 ergebnislos verstrichen ist. Das Casino reagiert nicht auf meine formelle Beschwerde.

Wichtige Punkte:

1. Bonus seit über 4 Wochen überfällig.
2. Support verweigert Eskalation an Vorgesetzte.
3. Support versucht „Upselling" (neue Einzahlung erzwingen), statt das -Problem zu lösen.
4. Formelle Fristsetzung wurde ignoriert.

Alle Beweise (Chat-Protokoll als PDF, E-Mail-Verkehr und aktueller Kontostand) hänge ich dieser Beschwerde an.

Ich habe weitere Screenshots (E-Mail-Verkehr und Kontostand), die ich aufgrund der Dateigröße nicht alle hochladen konnte. Ich sende diese gerne per E-Mail nach, sobald ein Sachbearbeiter den Fall prüft.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you intended to activate? Please post a link or promo code you used to activate the offer here in this thread.
• Did the casino clarify why the bonus wasn't credited to you?
• Have you already played with your deposit, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Dear Haftschaden01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Attila, thank you for opening this case. The summary is correct. I still haven't received the €250 bonus, and the casino isn't responding to my deadlines. I hereby confirm all the information provided.

Hallo Attila, vielen Dank für die Eröffnung des Falls. Die Zusammenfassung ist korrekt. Ich habe den Bonus in Höhe von 250 € bis heute nicht erhalten und das Casino reagiert nicht auf meine Fristsetzungen. Ich bestätige hiermit alle Angaben.

Thank you for your response. I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.