Silveredge Casino - Player’s dissatisfied with obligatory deposit wagering before withdrawing funds.

I went to sandwich making deposit of $85 but not before I went on to their chat and asked the representative to make sure all promotions and bonuses were removed from my account so that it my deposit was clean and clear I now have a recording of the chat with them stating there is a playthrhough requirement on my deposit because their system generated a 10 times Playthrough requirement on my deposit in order for me to withdraw yet in their terms and conditions there is nothing whatsoever stating this because if there was I would've never deposited

Dear Stormy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry and is usually set by the Licensing Authority. All licensed casinos have to comply and follow these policies.

Could you please forward any relevant communication to petronela.k@casino.guru?

Please let us know if this explanation was satisfactory. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, Stormy, for the forwarded emails. Could you please advise which games you’ve been playing (live games, slots, or multiplayer)? 

Slots only

Could you please advise how much is your wagering and active balance now, please?

I understand. Could you please advise what would be an acceptable outcome of this issue as your active balance is $6,67 now? Would you like to withdraw these funds?

That is all I wanna do is withdraw the funds and then I will gladly close my account and be done with this casino!

Thank you very much, Stormy, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Stormy,

I looked at your complaint and will do my best to help you. I would like to invite Silveredge Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Silveredge 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’.

My newest interaction with Silveredge casino. I did go back and play through an additional $100 and so far I've received an email that it's been approved they just need me to verify my account yet AGAIN. So I did, waiting on the results now!

Hello Stormy,

Hope you're doing well!

We went through your account and found that your withdrawal request is already forwarded for further processing as you have sent the required documents yesterday. You will hear from our banking team within 24 business hours so please keep a closer look on your email and feel free to connect with us on our 24/7 chat assistance for any further communication.

Hope you have great day!

Regards

Team Support

Silveredge Casino

Dear Stormy,

keep me informed about your progress, please.

I will! As of now I've sent everything requested to another department via email (48hrs ago) and as of 5 mins ago still waiting on a response or anything!

so it's changed from 48-72 hours(3 days ago) to wait till Monday and Someone will reply to me. All stall tactics. It's only $320 not like I broke the casino, or did I?

I play at all the Lv (slots, cafe, bovada, ignition) casinos and get my payout of up to $1500 within 24 hours so this makes no sense

more stalling now another 48-72 hours

Why is this still saying it's waiting on my response?

Dear Stormy,

when they told you need to wait we need to wait, there is nothing more we can do about it. The system is waiting on your response because I set the timer on you and when there is something new you should inform me, at that point, it'll change and the status is "waiting for Casino.Guru response" - that's why I have to change it to "waiting for your response"

If there will be nothing new for the next 72 hours just contact me and I'll investigate further with the Casino.

How do I inform you? And I understand needing to wait but i waited the time frame and at the end of their time frame they gave me they then stated I needed to wait an ADDITIONAL 48-72 hours!?

Dear Silveredge Casino,

what are we waiting for now, please?

Dear Stormy,

Hope you're doing well.

We have already processed the withdrawal and it must have been sitting in your bitcoin wallet by now. Please check and confirm.

Have a great day ahead.

Regards

Team Support

Silveredge Casino

It has not come through yet but I do see something pending that the right amount so it looks like it is coming through thank you. And casino guru I don't think it would've been possible without your assistance I truly am grateful for everything you guys have done.

Dear Stormy,

let me know when the amount will be credited to your account, please.

I have received the funds. Thank you! Thank you! Thank you!

Dear Stormy,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru