Silveredge Casino - Hráč si nemůže vybrat své výhry.

Hello,

Let me start off by saying that I am not expecting to receive the entire $64118 that's in my account, although that would be incredibly amazing.

I am actually contacting again regarding the same casino and a similar reason. After I reached out to you guys last time regarding my withdrawals from silver edge casino, they actually were pretty quick to pay me out $900.

Here is the problem I'm facing now, which is a problem I had before I reached out about it to you guys, but I didn't think much of it then because I thought withdrawing wouldn't be so difficult after the first time. However, I was very wrong.

Silver edge casino will not let me withdrawal any amount out of my account whatsoever. They were, at first, telling me that it was because I need to make a deposit before I can withdraw anything, which I thought was ridiculous because of the amount of winnings I have in my account.

I have sent them countless messages about why I can't withdraw, and how silly it is to make a deposit to withdraw seeing as though I have a very high balance on my account. I was also emailing an office manager at some point who forwarded my emails to someone named Mark who is apparently an account manager, which is who I was supposed to talk to in order to see about withdrawing my winnings. I also reached out to his email and left numerous messages with no response.

I eventually thought about it for a while and decided maybe I should deposit some small amount in order to be able to withdraw any winnings. When I go into my account, my email was somehow changed to a similar email, and I needed to verify my email to even open the withdraw page, I created an email address with that exact email that someone mistakenly put on my account and the verification never comes and I keep getting told that it's not their issue and my account is fine. Nobody seems to be willing to help. Nobody answers my messages. Nobody verifies my account even though it was already verified. All of these things are roadblocks preventing me from accessing my winnings.

From the beginning, I explained to them that I definitely don't expect to receive all of the winnings, as I said earlier.

All I want is for even 1/3 of my winnings sent to me. I can live without the rest. That seems like something that silveredge is completely avoiding. I know they supposedly recently got licensed, and if I knew anything about how to report them to who licenses them, I definitely would.

I would really really appreciate any help I can get. This is very stressful and it shouldn't be this complicated to simply pay out someone's winnings. That's one of the main responsibilities of people who run these websites. I want at least 1/3 of my winnings sent to me.

Thank you for your help.

Dear 5991bnillok,

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. Was the withdrawal from your previous complaint the only successful withdrawal you made? When did you make the last successful deposit?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Thanks for your reply. The withdraw was not from my previous complaint. I had the same large amount in my account balance then, as well, but I only withdrew 999 or whatever because I was under the impression that that's what I had to withdraw when I did so for the first time.

The last deposit that I made was sometime this past September I believe. I then won that larger amount maybe some days after that, and then I've been trying to withdraw it ever since.

The winnings were not accumulated any bonuses at all. They were won using the money I deposited into my account myself. No bonuses or anything like that were applied.

Thank you for your reply, 5991bnillok. Ok, I understand. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you. I have sent you an email as you requested.

Thank you very much, 5991bnillok, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you for your help, I hope that it gets resolved as well.

Dear 5991bnillok,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Silveredge Casino representative to join this conversation and participate in resolving this complaint.

Dear Silveredge Casino,

Could you please state why the player's unable to withdraw his funds?

Thank you in advance for providing the information.

Kind regards,

Stefan

One more thing I would also like to mention, is that I keep getting told by them different reasons why, and they've said that each individual reason, is in the terms and conditions but I've looked at their terms and conditions countless times and there's nothing in there regarding any of their reasons why they won't let me withdrawal my winnings.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan