Silveredge Casino - Player’s struggling to complete the account verification.

so when i registered i put .ca instead of .com i contacted customer service right away and they pretty much told me there is nothing i can do so the 8000 i have on my account is not available for withdraw but i looked more into my account and i noticed that information on my had been changed and not by me don’t trust this casino ist fake so if u want to play make sure all your info is correct and screen shot to keep for your records don’t deposit just take to the bonus and play like it’s entertainment not for real and be sure to check your information every time you login

Dear Laura,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your email address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Laura,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

yes i’ve sent my id proof of income and address and correct email address the only mistake i made was .ca when it was .com

Thank you very much, Laura, for providing all the necessary information. I will now transfer your complaint to my colleague Nick (nikolas.b@casino.guru) 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 Laura,

I'm Nick and I'll be assisting you from now on. I would like to ask Silveredge Casino to join us and help us resolve the player's issue.

Dear Laura & Nick,

We would like to start this message by wishing both of you a very Happy & Prosperous New Year from Silveredge Casino!

We apologize Laura that you had to go through all of this but when we checked your account we found two reasons that made you ineligible to cash out your winnings. First of all (like you mentioned), you accidentally gave wrong email address (instead of .com you added .ca) and like Nick mentioned correctly that these KYC verifications are the only way for all the online casinos to authenticate the players and ensure all the transaction happens smoothly. To ensure the same we have a policy in place (you can refer to TERMS & CONDITIONS mentioned on our website) that says player must give correct information at the time of signup. In case any information provided by the player is incorrect/inaccurate the casino reserves the right to invalidate all the winnings and/or close player's account.

Now we understand that anyone can make a mistake and we as a casino would love to hear it out from you to see what can be done but not after taking the bonus, playing and winning on it, you should've informed us before starting your game and we could've fixed it for you but Wait! it was not a mistake that you gave the wrong email but the system didn't let you enter it as you can not register with a registered email (And here's the second reason) -

While checking your account we also found that you have 8 Duplicate accounts with our casino. Apparently you can only use one email with one account and all of your other accounts have different email addresses but rest of the information is same. You have taken the bonuses on those accounts and played on it too. We also have a policy that says that casino reserves the right to invalidate all the winnings and/or close player's account if player has more than one active account.

We would love to have you as a part of Silveredge family and here's what we will do for you. You can reach out to our 24/7 live chat support and tell them that you would like to start fresh. You can make the deposit (min. dep is $30USD) in the account that you would like to keep. We will close all other accounts and edit all the details (as per your KYC documents and we will give you a match bonus on your deposit so you can start fresh and Win Big!

Please don't hesitate to reach out our live chat support and we will be more than happy to assist you.

Regards

Team - Silveredge

Thank you for getting back to us. Could you please send us some kind of proof showing that the player has multiple account? If yes, please forward it to nikolas.b@casino.guru.

Regards,

Nick

Dear Nick,

We have sent you the proof showing player has multiple accounts with us on the requested email.

Regards

Team - Silveredge

Hello Laura,

We have received proof from the casino showing that you have created multiple accounts in the casino. Unfortunately, that is a clear breach of their terms and there isn't anything we are able to do with it, we will be forced to reject the complaint. Please do not hesitate to contact us if you will come across any other trouble in the future.

Regards,

Nick