Silveredge Casino - Player has been accused of opening multiple accounts.

Yes I had open an account with silver edge then I had lost my phone and had to open another account because I couldn't access any of my information due to everything being linked to my Gmail in which I could not access!! & So I opened a new account and I played on two bonuses which I went through the playthrough bonus on and had a remaining balance of $999.00 in which I requested a wire transfer on... I then contacted the casino via live chat they told me to close the other account that I had to contact them through support on their email and so I did that and I went to the support link as advised by the live chat and I sent them three separate emails requesting the closure of the other account... That was on October 1st and then I went back be alive chat and ask them about a deposit and if everything was okay now and good to go they told me to go ahead and make the deposit and then to come back and ask them for a bonus and so moments later as advised by live chat I went and made my deposit and I won immediately which gave me a balance of over $5,000... I then went to request a withdrawal and then I receive a phone call today and text messages from multiple telephone numbers telling me that I am not eligible for withdrawal first they said that it was because of the multiple accounts and they ruled that out now they're saying it's because I mix wagered and it's just one thing after another when I did nothing but exactly what they told me to from the beginning and tried to follow all the rules (and then make it even crazier one of the men that we could just start over together..me and him and wanting to give me a fresh clean balance with a great new deposit he said) I do not know what else to do it's one thing after another I did everything that I was told and informed to do I went above and beyond trying to contact them this is a very misleading and disheartening situation to have been so excited to win and then to be told you can't have anything!1 Please help with this matter and thank you for your time...

Dear Brenda,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found https://www.silveredgecasino.com/terms/:

"The Casino reserves the right to disqualify winnings in case the following events occur:

Player has more than one active account at the Casino (unless given prior approval by direction)"

"Unless earlier direction is expressly given by Casino management, welcome bonuses are restricted to one promotion per Player, per family, per address, per computer."

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address and redeemed bonuses. This has been recognized by the casino as breaching T&Cs and your account was blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Even if I sent them several emails ten days prior to making my deposit and winning?? & Then they said that was not even the real issue that the other issue was that they said I mixed wagered because I made a deposit on top of my other winnings and the things is I had spoken via live chat just moments before hand & they told me go ahead & make the deposit & so I only did what I was told to do & so I do not see how I was in the wrong because I was being instructed by their staff??

& I also wanted to say thank you for your time & for trying to help me to resolve my issue

Thank you very much, Brenda, for your reply. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?

Dear Brenda,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.