Silveredge Casino - Player’s struggling to withdraw his No Deposit bonus winnings.

Hallo. Ich habe den 300 Dollar free chip genommen und damit 4500 Dollar gewonnen. 100% umgesetzt und der Betrag wird mir immer noch angezeigt, ich warte schon seit einem halben Jahr auf die Auszahlung. Das casino meint Deutschland ist für eine Auszahlung nicht berechtigt aber wie ich mitbekommen habe müssten die mir 600 Dollar überweisen. Können sie mir bitte bei dieser Angelegenheit helfen? Danke im voraus. Email: hatembeloul@web.de

Dear Hatem,

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

"If they never have deposited Players from particular nations may not cash-out of free processor offers. These players may partake of said processors that are free for entertainment purposes only. Please contact Customer Support to find out the list of excluded countries to see whether your state is included."

Clearly, I have checked with the live chat agent and Germany is on the list of these particular nations. According to a live chat, no deposit bonuses are offered to all the players, even if their nation is listed between "restricted" ones, thus they can test the games.

However, I would like to emphasize that in case the restricted countries are not mentioned in terms and conditions or hidden somewhere, the casino should pay the player. Please, could you confirm that you have never placed a deposit in this casino? We will contact the casino right after your confirmation. Thank you very much in advance for your reply.

Best regards,

Petronela

Guten Tag, danke für euer Engagement und die Hilfe bei dirsem Problem. Also ich kann bestätigen das ich dort noch nie eingezahlt habe und ich habe im live Chat nach dieser Liste gefragt aber wurde prombt abgewimmelt.

Thank you very much Hatem 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 Hatem,

I looked at your complaint and will do my best to help you. However, I would like to warn you, that it seems to be a common practice of Silveredge Casino to ignore us in our attempts to mediate any kind of issue.

@Silveredge Casino, could you please advise if you’ve been contacted by the player regarding "Particular Nations"? We would like to emphasize that if a player from a restricted country has received a bonus, even if they weren’t entitled to withdraw the winnings later, they should be paid. Please refer to out Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses. We would like to ask you to reconsider and pay the player’s winnings. For the future references it would be ideal if all the restricted countries were clearly listed in the bonus T&Cs. Thank you in advance for your cooperation and help.

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’.

Hello Casino Guru Team, 

We try to resolve our customer's concerns with utmost urgency and after due diligence.

We have reviewed the said customer's account.

We hope you understand that there are over 190 countries and we have listed the name of the top countries/regions we get the most players from. Also, we have specifically mentioned in our terms that "Players from certain countries will not be able to make use our free chips. Kindly check the status of countries list by consulting Customer Support." Players can contact the support team to know the eligibility via Live Chat or Toll Free Number.

In this Scenario: Player belongs to Germany and redeemed the Welcome Bonus on January 17th 2020. He was informed that his country falls under the restricted list when he contacted Live Chat support on January 18th 2020.

We have abided to Casino's terms and Conditions and rejected the withdrawal as the player belonged to the restricted country for Free Chip usage. The player is welcome to make a deposit. We can provide a good bonus with it and player can try to win on it.

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

Thanks & Regards,

Ryan

Complaints and Resolutions Team - SILVEREDGE CASINO

Dear Silveredge Casino,

You stated that player was informed by live chat on January 18th 2020 that players from Germany belongs under the restricted list. I would like to ask you to send me transcript or relevant evidence to my email address: viliam.v@casino.guru. 

Hello Casino Guru Team,

The Chat transcript has been shared on the mentioned email address.

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team - SILVEREDGE CASINO

Dear Hatem,

Silveredge Casino provided live chat transcript where they stated that you are not eligible for a cash out on a free chip as the restricted country policy you can only withdraw when you deposit and win. Unfortunately, I am forced to reject your complaint. Is there anything else I can help you with?

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but 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.