Silveredge Casino - Player is unable to withdraw his winnings.

also eigentlich hab ich eine Frage und zwar ist es so das ich mir auf der Casino Seite silveredge willkommens Bonus genommen habe der Bonus war 300 Euro mit diesen 300 Euro hab ich jz ein Guthaben von 11006 erreicht wollte das aus zahlen habe dann auch silveredge an geschrieben was ich einzahlen müsste um den Betrag aus zahlen zu können die mir aber geschrieben haben das die Auszahlung an Deutschland nicht getätigt wird und jz zu meiner Frage wollte fragen ob das stimmt oder ist es so das die den Betrag nicht auszahlen wollen weil er eine grosse summe beträgt 

Danke im voraus 

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

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

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.