Silverplay Casino - Der Spieler hat während des Spielens einen technischen Fehler erlebt.

Hi, I have recently played at this casino, I have sent all documents in order and already withdrawn a win, the other night a strange thing happened to me, while I was playing a slot with a 50 cent stake with a spin I can win 500 euro and since I was playing with Smartphone I took a screenshot and sent it to a friend of mine, as I returned to the game page I get a blank page with an error (perhaps because I had the VPN active), I return to my virtual account magically not I have been paid my winnings, now I have been struggling with their chat for 5 days after having given all my data, the time of the win, the type of browser used and other information, they always say that they are investigating and that they will contact me via e -mail, I sincerely begin to lose hope, no more online casinos ....

Salve,gioco da poco a questo casinò,ho mandato tutti i documenti in regola e già prelevato una vincita,l'altra notte mi è successa una cosa strana,mentre giocavo a d una slot con puntata da 50 cent con uno spin riesco a vincere 500 euro e siccome giocavo con Smartphone ho fatto uno screenshot e l'ho inviato a d un mio amico,come sono ritornato nella pagina del gioco mi compare una pagina bianca con errore (forse perché avevo la VPN attiva),ritorno sul mio conto virtuale magicamente non mi è stata corrisposta la vincita,adesso sono 5 giorni che lotto con la loro chat dopo aver dato tutti i miei dati,l'ora della vincita,tipologia di browser utilizzato e altre informazioni,dicono sempre che stanno indagando e che mi ricontatteranno via e-mail,io sinceramente incomincio a perdere le speranze,mai più casinò on line....

Dear thomasmontinaro,

Thank you very much for submitting your complaint and forwarding the relevant screenshot. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

I don't know how to send the history, what does it refer to and where can I find it?

Non saprei come inviare la cronologia,a cosa si riferisce e dove posso trovarla?

I just visited the history page, there are all the bets but no trace of that win

Ho appena visitato la pagina delle cronologie,ci sono tutte le puntate ma di quella vincita nessuna traccia

Thank you very much, thomasmontinaro, for your reply. I fully understand your point of view. Having the winning amount displayed and later not being able to locate it must be frustrating. Unfortunately, in the world of online betting, this might occur due to bad Internet connection or technical errors. I’m sure you have checked already our article "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed. I’m really sorry but if the winnings are not visible in your game history there’s not much we can do for you. 

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Dear thomasmontinaro,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately the last email they sent me says that they cannot track my winnings, I will never play silvercasino again and I will certainly do bad publicity

Purtroppo l'ultima mail che mi hanno mandato dice che non possono rintracciare la mia vincita,non giocherò mai più a silvercasino e sicuramente farò una cattiva pubblicità

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.