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

Your customer support was very rude and unhelpful no attempt to listen to what I had to say, once already I won big money Abd this casino wouldn’t pay me because they said I had other accounts which I didn’t and I told them that Abd then I told them someone else must be using my information and to close down all accounts using my information I contacted support 3 times and they guaranteed me that they had shit down all accounts using my information and I was given a new bonus and won and now they are saying the same thing again yet show me no proof of these so called other accounts that I know for 100 percent certainly that I have never made any other accounts and they won’t tell me any information about these so called accounts or what email it’s under or nothing and offered nothing for the hours and hours and hours spent talking to rude customer service people and many days and all that time playing to be treated with such disrespect and rudeness and to loose 800 in winnings the first time and 855 now that they refuse to pay over something this Casio just made up, the fact that you think this is okay to do to people and how you think this is good business is a disgrace and immoral, nothing but rude.

Dear Rachel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Do I understand correctly that your winnings were accumulated from a free bonus solely?

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

Dear Rachel,

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.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"They could give me no proof of these other accounts and I told them I never made any other accounts before I started playing because they had done this to me once before already and assured me they shut down all other accounts using my name or email and that I would not have a problem cashing out, I asked them two more times if they were sure they said yes, they gave me new chips, I win again and then they say again that there are other accounts open, it is not me doing this, this is there mistake not mine."

Thank you, Rachel, for getting back to us. Is there any relevant communication that you could forward to petronela.k@casino.guru?

Dear Rachel ,

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

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.