Silveredge Casino - Player’s free bonus winnings have been reduced.

Hello I joined silveredge casino back in late November and got their free300 chip and an extra 25$ for being new or something.. the total no deposit bonus was 325$. I started winning and kept winning. I would ask how much playthrough I had left and noticed they were not telling me the truth about how much I was going through each time I asked so I kept track once and realized it was pretty much 50%. So I actually did the playthrough twice or actually probably more.. I login in today and was told I still had 1000 to playthrough. I knew it was bs but set my bet to 10$ which I'm pretty sure is the max bet while using a bonus. ( I have followed ALL rules perfect and only played slots with the money) I read through their terms and states max cash out is 2x the total no-deposit bonus. Ok. So 650$ pretty nice!! I still have almost 1300$ in my account. More than enough to cover the cost of the bonus and then the bonus x2. I go to live support and let them know I'm ready to verify myself and I send all needed pictures and info (no banking ,card info yet and still haven't entered it) the support agent tells me I can put in a query to cash out for 100$. They refuse to pay me anymore than than that and I red everywhere.. even if words are twisted up there is a place in the terms that says all no deposit bonus withdraw are caped at a maximum of 1x the total of the bonus unless otherwise stated. ( which it was for the 300$ one I received) I am told the casino has the right to change the rules whenever they decide to.. I ask if he could show me where those rules changed and that question is ignored.

I don't know what to do.. I'm scared if I don't take the 100$ I'm never going t ok get a dime but if I take the money does it deny me from being able to legally win it somehow. I KNOW FOR FACT IM100% IN THE RIGHT AND DID NOT VIOLATE ANY TERMS THEY HAVE.

Please help!! I have photos of my last 2 conversations with tech support, my account information. Date created. What bonuses I've got ( only the one 325$) and the guy said he cleared my verification pictures. I sent my license front and back me holding the license front and back and a picture of a shut off notice from rge my gas company.

My family has been affected by covid 19 greatly and I am still unable to work. That 100$ could REALLY help but I know I deserve much more and feel as if the 100 is a bribe or something. They could just oops close and loose my account. Seeing as I doubt many people turn their 300$ into over 2500 which was the most I had during my neverending playthrough..

Dear Zonbie585,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.silveredgecasino.com/casino-conditions/:

"The Casino will occasionally offer Promotional Coupons as "Free Chips". The maximum withdrawal amount for any free chip given is 1x 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 $100."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses. However, I haven’t found any rule supporting live chat information that the maximum cash out for all free bonuses is $100.

Could you please forward a screenshot of your bonus history to petronela.k@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Thank you very much, Zonbie585, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin 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 Zonbie585!

I will take care of your complaint from now on. I would like to invite Silveredge Casino into this discussion to resolve the issue.

Hello Casino Guru Team,

We have reviewed the account for the user Zonbie.

We have received the the documents for the Player, however, there is no withdrawal request submitted yet.

We would request the player to submit the request to withdraw $100 as per the casino's terms so that we can review it further.

Player can refer to the below mentioned condition on the website: https://www.silveredgecasino.com/casino-conditions/

"Welcome courtesy bonuses have a maximum withdrawal amount of $100.00 for all NEW players."

Please let us know if any further details required from our end.

Thanks and Regards,

Ryan

Complaints and Resolutions Team

Hello Ryan and Silveredge Casino!

Thank you for your response.

I would like to point out that there are a two different statements in the casino's T&Cs regarding "Free Chips".

This may be misleading for new players and it is the reason why the player was convinced that he was eligible for a win of $325 (1x value of the free chip).

Unfortunately, we can't request the full amount of the winnings from the casino but suggest giving the player some sort of a compensation as a gesture of goodwill. 

The link you provided just takes you to the lobby of the casino. Not to a section of their rule book. 🙁

Hello Casino Guru Team,

We have reviewed case scenario.

The terms mentioned on the website (https://www.silveredgecasino.com/casino-conditions/) are as below:

• The Casino will occasionally offer Promotional Coupons as "Free Chips". The maximum withdrawal amount for any free chip given is 1x 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 $100.
• Welcome courtesy bonuses have a maximum withdrawal amount of $100.00 for all NEW players.

As per our understanding both the terms are very clear and hardly can be confused with one another. Also, we do have a 24x7 Live Chat support and Toll free Support available to clarify the same if still the confusion arises.

The player was informed that the withdrawal limit is $100 on the welcome bonus when he asked the support team for the same.

Unfortunately, in this case we would be not be able to process any other amount except for the terms.

Also, the request can be reviewed only once the customer submits the withdrawal request via website which has not been done yet.

We would request the player to submit the withdrawal request at the earliest.

Thanks and Regards,

Ryan

Complaints and Resolutions Team

Hello Zonbie585!

Despite our best efforts, it seems that we could not help more this time.

I would like to ask you to inform us about making your withdrawal.

Hello Zonbie585!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.