Silveredge Casino - Player’s struggling to receive winnings from No Deposit bonus.

Played the no deposit bonus, won over 13,000 but only went to cash out the allowable 999. Two days later it was back in my account. They said I wasn't allowed to cash it out. I had used the rest to gamble so went well above and beyond the expected limits. I took screen shots to show a lawyer friend.

Dear Leah,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC account verification successfully in the past? Did you receive any explanation from the casino why your withdrawal has been cancelled? Have you redeemed any free bonuses in this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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

Was only on that site the one day, won right away over 13,000. They never asked me for identification or proof of address. If that was the issue, no problem in providing it.

Their rating is quite low and I've read many reviews on how this happens all the time.

I was quite content with just the $999 in winnings, but now I think I should get the entire winnings. I have given you a screen shot of the wire transfer approval and it shows my remaining balance. If I had not finished the bonus requirement, I would not have been able to do the wire transfer.

Thank you very much, Leah, for getting back to us.

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. If the maximum cash out is $999, then the rest of the funds is cancelled not put back into a player’s account.

You wrote that the casino has stated "you were not allowed to cash it out", could you please specify what was the reason? Have you tried to communicate this issue with the casino afterwards?

They said I didn't meet the requirements but I had played well above and beyond the wagering. You are locked out of withdrawal until you meet wagering requirements. When I saw I was abke to withdraw, I did. Once they saw I was correct, they then tried to say I had multiple accounts. If I had violated that, why keep my account open and continue to send me promotional rewards? I received another just today.

Upon investigating this casino, we found out they don't even have a license to run. How is it even possible they exist??

Hello,

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

Regarding the License, it can be easily verified on the casino website:

I have multiple screen shots from various sites but this one comes from the licensing site. These are the logos to look for. The one on silveredge is not on it and therefore not legit.

Dear Eiresse,

You are referring to a different Licensing Authority. Curaçao has more than one Licensing Authority (please check the following websites).

https://www.curacao-egaming.com/

http://www.gaming-curacao.com/

Could you please advise how would you like to proceed with your case? Could you please forward any relevant communication along with your bonus history to petronela.k@casino.guru? 

As per even your post, their logo does not match. Also, the one via email doesn't match.

I'll let my lawyer check it out. He made calls and they are a crooked casino along with their other site Funclub. Also, the gaming authorities in their area do not monitor their casinos.

Looks to me like you back the casinos and not the complaintant. I won 13,000 fair and square. I attempted to withdraw a thousand. They refused it for no reason. They keep sending me promotions to return and gamble. They have not shut down my account. Bottom line... They can't pay people their winnings and therefore, should not be allowed to operate.

Might as well stick this complaint in with the numerous unsolved ones.

The silveredge casino is corrupt and will never pay their winners.

This site has zero power to rectify that.

This has been a waste of time.

I already sent you the screen shot showing you the win and wire transfer.

I want my winnings period. If you can't do it, then say so.

Thank you very much Eiresse for your quick reply. I’m very sorry that you feel as we’re siding with the casino. The only thing we’re trying to do, is to help each player accordingly.

Is there any communication between you and the casino which you could forward, please?

What communication on top of what I sent? Only communication I receive is emails of more bonuses to go and play.

Dear Eiresse,

I didn’t receive any forwarded communication from you. I would like to familiarize myself with casino’s reasoning and standpoint which they’ve presented you, before moving forward with this complaint. Thank you in advance for your cooperation. 

It was in chat, and I don't have that screen shot.

Thank you very much, Eiresse, for your reply. I will now transfer your complaint to my colleague Matej 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 Eiresse.

As Petronela already mentioned most of the no deposit bonuses has a withdrawable maximum.

Therefore we need to know which promotion you took and check all the terms. Do you remmember which bonus it was?

Registration of 300 no deposit spins. When I took bonus it said after my initial spins that I had to play so much of if to be able to cash out. I checked under withdrawal and it was locked stating playthru had not been met. I played a bit longer, went back to withdrawal area and it stated I was now able to withdrawal but only the limit of 999 USD. I was ok with that and two days later they stopped payment. I contacted chat to ask why and they said playthru was not met. I advised it was as it allowed me to process it stating I was done playthru.

I never thought to take a screen shot of chat. I did not know you existed until a friend advised me to look online.

This bonus on top left

Thank you, Eiresse.

I had a very pleasant chat with casino support.

It looks like that these $300 have these conditions: wagering 20x, max cashout 1x the bonus value and if you try to cashout more, the transaction will be rejected. So I would recommend, try to cahsout $300 and we will see.

I won over 13000 and played back well over the requirements. Why the hell would I go back to a corrupt casino that refuses to pay?

They pay me the 1000 via etransfer to my email address and I will consider going back.

Eiresse, you won from the dree bonus. I never heard about free bonus without a maximum cashout limit.

You got something for free. It doesn't matter how much money you have after the wagering requirements. The point is that the maximum what you can withdraw is $300. The casino has right in this case.

Imagine it as a free sample in the shopping mall. You can take a small part of it but not the whole product.

Then you can have them etransfer me 300 to my email address immediately.

Please make an withdrawal of $300. We discovered what happened but we can't arrange a withdrawal for you.

They can e-transfer me the money with the email on my account. I'm sure you can pass that along.

Thanks for proving you work for the casino's and not the customers.

I've copied all documents and will be taking this further if I don't receive the money.

I am sorry but it looks I can't help you more. 

We checked the terms of the casino, discovered what you did wrong and told you how to fix your problem, but I am sorry we can't make a withdrawal for you and casino also will not do that too. It must be only you who make a withdrawal. Just by the way, we are solving complaints for free, we do it because we believe that we can improve the gambling industry and If you ever find a free bonus without maximum cashout, let me know - it would be the first one.

I didn't ask you to make the withdrawal for me. I asked you to advise them I want it by e-transfer to my email on file.

If this is not done I will sue. Guess what, I'm on disability and therefore my lawyer is free.

I will also be seeking legislation that all online casinos have proof of being able to pay customers immediately or they are not allowed to run.

I will also be seeking legislation and laws that stop the free play percentage that casino's are enforcing on clients.

I go into a real casino, I get free play, I do not have to play a huge percentage in order to cash out AND I get it my win immediately.

It's time we stop corrupt online casinos from screwing with us especially during a pandemic.

Thanks for your non assistance. It shows in your solved and unsolved cases, that you really have no clue on how to fight for the customer.

So how much of my $13,000 win did they pay you to not help?

A happy customer doesn't say much.

An unhappy customer tells EVERYONE.

Social media, here I come.

Oh better do some better research....there are online casinos that do provide free play with no limit withdrawal.

Maybe there are some casinos that give away free bonuses with no maximum win limit, but Silveredge casino definitely isn’t one of them. They offer a $300 free chip with a maximum win limit of $300, which is what you are entitled to withdraw from your casino account at this point. This limitation is clearly stated in the bonus conditions on the casino’s website and it’s one of the most common rules in no deposit casino bonuses. Casinos simply can’t afford to give out $300 free to all new customers with no limitations.

I would like to remind you that we do everything we can to help players with their complaints, but in this case the casino truly hasn’t done anything unfair to you. They gave you an opportunity to win $300 for free, which you did. Now, you just need to request a withdrawal of this amount in your casino account and you should get the money. We can’t do this for you nor can we request the casino to do it. You are the only one that can request a withdrawal of funds from your casino account.

We share your passion for player protection, and it’s one of our long-term goals to make online gambling safer for players and improve industry standards. But, as I already mentioned, the casino really hasn’t done anything unfair here. Conditions like maximum win limits for no deposit bonuses are very common. In fact, if they were removed, there definitely wouldn’t be $300 free chip bonuses and maybe there wouldn’t be any no deposit bonuses at all.

I would also like to mention that our goal with these complaints is not necessarily to fight for the customer. Our goal is to find out the truth and get the situation resolved in a fair way. Neither of the sides is paying us anything for this. If the casino truly has scammed you, we would do everything we can to help you. But that just isn’t the case here.

Well my new screen shots of the site show I was in the right. I've sent them on to another party who agrees with me.

Good luck with your shitty record on here.

Have fun spending my money

So please enlighten me, could you publish here who agrees with you? (please link on your complaint where is clearly written that you are right)

Also please publish here the no deposit bonus without a maximum win rule.

So everybody can see the truth.

Because Eiresse was unable to provide us with the required information, and because of what we wrote above multiple times, we are rejecting this complaint.