HomeComplaintsSilveredge Casino - Player is unable to withdraw his winnings.

Silveredge Casino - Player is unable to withdraw his winnings.

Amount: €11,006

Silveredge Casino
Safety Index:Low
Submitted: 05 Nov 2019 | Case closed : 21 Nov 2019
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 years ago

The player from Germany played with a bonus and managed to win over €11000. When he contacted the casino support, he was informed that the money transfer to Germany could not be done. We rejected the complaint because the player didn't respond to our messages and questions.

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5 years ago
Translation

So actually I have a question and although it is so that I have taken on the casino side silveredge welcome bonus the bonus was 300 euros with these 300 I have jz a credit of 11006 reached the wanted to pay out then synonymous silveredge had written what I would have to deposit in order to pay out of the amount but have written that the payment to Germany is not made and asked jz to my question if that's true or is it so that the amount does not want to pay because he is a big sum is


Thank you in advance

Automatic translation:
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5 years ago

Dear Oleg,

Thank you for contacting Casino Guru and letting us help you with your issue. If I understand you correctly, you played with the €300 free chip welcome bonus; is that correct? I read the casino T&Cs and couldn’t find any restrictions regarding payments to Germany, so I contacted the live chat support. They tried to persuade me they had the following term in their Bonus T&Cs: 

"Based on your country of residence, limitations apply to playing at the Casino, using bonuses, redemption of chips that are free or deposits via credit card. Carefully review the constraints that will apply. The complete list for restricted countries is: Australia, Algeria, Afghanistan, Azerbaijan, Bulgaria, Belize, Costa Rica, Curacao, Czech Republic, Finland, Germany, Hungary, Iraq, Iran, Malaysia, Myanmar, North Korea, New Zealand, Poland, Syria, Turkey, Ukraine, middle eastern countries and Asia. Customers from banned countries will not be entertained in any manner. Please consult customer service for the up to date banned country list."

I again went through the Bonus T&Cs thoroughly but couldn’t find this rule. I asked the support for a screenshot that would prove it was visible on the website, but they failed to send it and were eager to finish the conversation. If the casino offers bonuses, the rules should be displayed for the players to see. 

On the other hand, I found the following rule: 

"The maximum withdrawal amount for any free chip given is 2x the value of the free chip. For example if you are given a $100 free chip and request a withdrawal amount of $500, you will only be approved for $200."

In your case, this means that the maximum you should be able to cash out from the €300 free chip is €600. If you agree, I would like to contact the casino to find a solution to the issue. 

Best regards,

Peter

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5 years ago

Dear Oleg,

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

Best regards,

Peter

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5 years ago

Unfortunately, we’re rejecting this complaint 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.

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