Silveredge Casino - Player’s struggling to withdraw his bonus winnings.

Yes I want well over the $6,000 required amount of $300 promo and then they like me and said that cash out too much. So I put 400 back and now they're not wanting to cash me out. I have conversations were they try to treat me like I was stupid... I used 300$ promo but I won more than required amount of 6,000.00.. Sent my verification. Still won't cash me out my 400.00 ok won fairly.

Dear Kyle,

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. Could you please advise which exact bonus you have activated and played? Have you completed KYC account verification successfully in the past?

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

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The 300free bonus. The required 6000 that's how much I had to win and be over and heading over that I was able to cash out

Thank you, , for your reply. I have checked the general bonus terms and conditions, and this is what I found:

"Unless otherwise stated, the max cash-out for all no-deposit bonuses can’t surpass 1 times the sum value of the bonus redeemed. All free chips valued at or below $100 will have a cash-out limitation of no longer than, nor less than, $100."

Could you please place a new withdrawal request for $300? Please keep me informed how it goes.

Yes I will request 300$ Then I will let you know the out come.

Yes I have a question if I win more money and I entitled to cash that out as well. Also still Ok have not received a response from silver edge casino ..

No, I'm afraid that the rest of the funds will be cancelled automatically. Please allow some time to casino to process your request and keep me informed.

Okay I will keep you l posted

Perfect. Thank you very much in advance.

They do not want to pay me

Have you been informed about any reason why?

Yes they told me that I have to wait 90 days. Or I need to deposit $30.00.

Were you requested to place a minimum deposit of $30 because you've never deposited in this casino before and your payment method needs to be verified?

All I know is that I sent my i.d I sent my verification of address. They told me if I deposited$30.00. I would get the money I won a lot faster...

It is nothing unusual to request a minimum deposit to be placed even if your winnings have been accumulated with a No Deposit bonus. This way your payment method gets verified and you will be able to withdraw your funds. I recommend following the casino's instructions. Please keep me informed about any further developments. Thank you very much in advance.

Dear Kyle871987,

Have you received your winnings? 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.

I deposited money sent my verification and they still have not paid me. I get different answers now I have to contact them on Monday because he said banking department is closed

Thank you very much, Kyle871987, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 Kyle871987,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Silveredge Casino to join the conversation and to aid in the resolution of this complaint.

Silveredge Casino, could you please provide an update on the status of the player's withdrawal request?

Okay I won the required amount of $6,000 cuz I signed up with a 300 promo I wonder will require him out I want and then I try to cash out for $400 and then they said I had a deposit money so I did now they're saying that I could deposit out and they're going to pay me $100 I don't know if that's right or not I don't want to know what happened to the other three that I won

Hello Kyle871987,

Thank you for the additional information.

Dear Silveredge Casino,

I have checked the Terms and Conditions regarding the bonuses and found the following:

"The Casino will occasionally offer Promotional Coupons as Free Chips. The maximum withdrawal amount for any free chip given is $100. For example, if you are given a $ 100 free chip and request a withdrawal amount of $500, you will only be approved for $100."

and:

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

However, it seems that these terms are secondary to those specific to each bonus. For example, the 300 free bonus chip upon registration clearly states that it has a max 1X cashout, suggesting the maximum cashout is 300, not 100.

Are you able to clarify the amount the player can withdraw?

They are only catching me out $100 cuz they said that that's all I'm entitled to even though I went over 6,000 the required amount and then I try to cash out for 30 and they said that they're only going to give me a hundred

Dear Kyle and Adam,

Hope you're doing well!

As Adam checked the terms already which clearly says that the maximum cash out on welcome bonus is $100 and so that is how it is going to be. The withdrawal is already in process.

The 1X cash out is for the free chips that player is entitled to get after the deposit. You can check "promotions" tab or connect with us on our 24/7 chat support to know more about those deals as they are subject to eligibility of an account.

Kyle, If you have any more doubts or concern please read the rules mentioned at the bottom of our website and you will have the answers. Also feel free to connect with us on our 24/7 chat support for instant help.

Regards

Support Team

Silveredge Casino

Dear Silveredge Casino,

I am afraid I am still confused. You have stated:

"The 1X cash out is for the free chips that player is entitled to get after the deposit"

but it clearly states on the bonus page

"As a new member, the person is entitled to receive $300 free chip from this fantastic online casino, without actually making any deposit"

And in the account, this bonus shows a max cashout of 1X:

Hello Adam,

The reason it's showing 1X cash out in the bonus history for the player is because he has not taken the WELCOME bonus but a random bonus. Now we understand that since it's the first bonus player is playing on and they can accidentally pick up a different bonus instead of the welcome bonus so we don't disqualify them from their winnings Instead, we accept and treat that first bonus (that player redeems) as the WELCOME BONUS and the terms are applicable as per the welcome bonus which is also mentioned in the "BONUS TERMS" like you read yourself.

We hope that we have cleared the doubt but please feel free to revert for further clarifications or concerns.

Regards

Support Team

Silveredge Casino

I did accept 300$ welcome bonus because I'm a new member and I won over required amount so why can't I cash out the 300$ I deposited money. Also still haven't even received the 100$ that is confirmed.

Dear Silveredge Casino,

You have stated:

"The reason it's showing 1X cash out in the bonus history for the player is because he has not taken the WELCOME bonus but a random bonus."

The bonus that the player has received is listed as a "Welcome Free chip" on your website.

Whatever it may say in your terms, once redeemed the bonus shows a max cashout of 1X in the player's account. The player would have no reason to believe that this is incorrect.

The player has been provided with contradictory information through no fault of their own, and in this instance, I feel they should receive the 1x max cashout as has been advertised in their account.

I strongly agree

Dear Adam,

Thank you for sharing the screen shot but if you look at it closely even the screenshot you shared says T&C applied. We have also checked the bonus history screen shot that you have shared earlier which says 1X cash out however the cash out on welcome bonus is $100.

We regret the inconvenience but give us time and let us go ahead and review the case once again. We will discuss it with the concern team and come back with a resolution as soon as possible.

Regards

Support Team

Silveredge Casino

I'm just trying to get what I won fair. It's been over a month can you guys cash me out already it says confirmed on the website under payment history

Bullshit i never took any screen shots I calling you a liar. You guys need to pay me my withdrawing or I will contact class action and report you guys. Also you made those screenshots not me. I feel really offended that your calling me liar. Can you guys send me my 100$ and I will take my business elsewhere or I will contact a lawyer..

Also I won over 6000.00 and you guys got back your 300.00

Dear Silveredge Casino,

I would like to point out that the screenshots that were shared were not from the player, but from me investigating the 300 welcome chip, stated earlier by the player as "300free". The player has not fabricated anything, so there is no question of how trustworthy they are.

Dear Kyle871987,

I have checked the terms and conditions for bonuses and it does state that all bonuses are non-cashable and that the amount of the bonus will be removed at the point of withdrawal. Due to this, I am afraid that if your balance was $420 at the point of withdrawal as the casino has stated, $300 would indeed be taken back by the casino. Can you please confirm the amount in your balance when you attempted to make the withdrawal?

Bro on my account payment history you clearly see how I tried to attempt to catch up many times and they kept telling me I need to go lower and lower and then they told me I need to deposit money so I did all that and then now they're trying to say I may fake screenshot that's Ludacris so I don't know I'm entitled to the money. ..

Thank you for that I highly appreciate it I didn't fabricate anything so I don't know why they can't just cash me off the $100 and then I won't do any business with them anymore

Yes they closed my account we're I can't even log in

Dear Kyle,

It seems that it was a miss communication because the screen shots shared by Adam couple of days ago says that "in the account" and never mentioned that he was investigating and that it was not shared by you. However we still apologize for the inconvenience caused to you.

We would like to inform you that we have already processed the refund of $30 that you deposited with us and we will process this $100 as informed earlier.

Also, If you facing any issues logging in to your account then please feel free to contact our 24/7 instant chat support for help and they will help you get the access of your account.

Regards

Support Team

Silveredge Casino

Thank you for your response, Silveredge Casino, I also apologize for any confusion caused.

Dear Kyle,

Please keep us updated and let us know when you receive your payments.

They paid me 100.00 in btc. They also closed my account

Hello Kyle,

I am glad to hear you have received the payment, did you also receive the deposit of $30?

I imagine the casino has closed your account as you stated previously you do not wish to continue doing business with them. Would you like me to enquire further about this or do you now consider the matter to be closed?

Never received 30 deposit also thank you for all your help

Dear Silveredge Casino,

The player states that they have not received the refund of $30, are you able to assist in some way?

Dear Adam & Kyle,

We processed the refund on the same day when we wrote back on the forum about it. However sometimes it takes little longer for player's to receive it (depending on the payment processor (s)).

@Adam - The account is not closed as Kyle contacted us to rest the password and now has the access to it.

@Kyle - Feel free to make a deposit and play if you wish to, as we would not like to see you go with a bad impression on us. Rest assured you will get your refund in couple of days.

Please get in touch with our 24/7 chat assistance if you need any help in making a deposit or taking a bonus and we would be more than happy to assist.

Regards

Support Team

Silveredge Casino

Thank you very much Silveredge Casino for explaining the situation.

Dear Kyle,

Please let us know when you have received the refund.

Still no refund it's been more than 3 days

Dear Kyle,

Have you now received the payment? Please let us know if the matter has been resolved.

Not yet

Dear Silveredge Casino,

Can you offer any insight into what may have happened to the player's refund?

Kind regards,

Adam

Yes I have another ❓ I recently won on Casino Extreme and waiting for them to respond if there going to pay me or not it's over 1,000$ am I able to receive my withdrawal I up s we d there free spins they offered me.

Dear Adam and Kyle,

As we have mentioned earlier that the refund is processed already and generally it takes around 7-10 business days for you to receive the funds but some times it takes little longer than usual as this is between the processor and the receiving bank hence we don't have any control over it. I would request you to kindly wait for some more time and you will have your funds soon.

Regards

Support Team

Silveredge Casino

Yes Adam I also would like to let you know if I would have any problem withdrawing from Casino extreme I want $3,915 but it's Bitcoin but I have a Bitcoin wallet and everything if I have any problems with them cashing me out can I contact you

Now extreme casino is saying that they are not going to pay me as well and they deactivated my account for no reason

Thank you for the response Silveredge Casino, we will allow some more time for the payment to arrive.

Dear Kyle,

Please file a separate complaint regarding any issues with another casino and we will gladly help you.

I still have not received my refund also I contacted them they said for me to wait

Hello Kyle,

We will extend the timer one more time. Should you receive the payment in the meantime please let us know.

Bro still no payment I asked they told me to wait but I think it's been more than 10 days

Hello Kyle,

Please update us on the situation. Are you still awaiting the payment or has it now been received?

Kind regards,

Adam

Still waiting I asked the casino they told me to wait but it's been 2 1/2 weeks

Dear Silveredge Casino,

The player has still not received the outstanding refund and has been waiting for more than two weeks. Could you please look into why it may not have been recieved?

Kind regards,

Adam

Hello Kyle & Adam,

We checked with our processor and found that the time to credit back the funds can take up to 30 to 45 working days from the date the refund is processed. Your refund was processed on April 1st. Kindly wait for another two weeks and you should have it in your account.

Regards

Support Team

Silveredge Casino

Hello Kyle,

Has there been any progress?

No nothing at all

Dear Silveredge Casino,

The player has still not received the refund that you stated was processed on 01/04/2022.

Can you advise as to what might have happened to it?

Kind regards,

Adam

We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Kyle & Adam,

We have attached 3 screen shots for your confirmation which shows that we have already processed the refund as requested.

If you look at the SS1 - we have highlighted the "Exchange bonus amount" that shows you the welcome chip player has played on, "Withdraws amount" that tells you about the withdrawal amount that player has got already and the "Deposit amount" which can be seen as as $0.00 because the refund is already processed and there is no other deposit that was made by the player.

If you look at the SS2 - It shows the date for processing the refund and the transaction ID for the deposit on which the refund request is raised.

And if you look at the SS3 - It shows the "Deposit Archive" section where you can see the same transaction ID which was mentioned in SS2, the date when the deposit was made and the "state" of that deposit which says "Refund". You can also see the withdrawal status on the bottom right corner which tells you that the withdrawal of $100 is completed.

The reason we have shared the screen shots and the detailed information is to tell you that we have completed the process from our end as promised and gave you all the time frame(s) as per the payment processor(s). We would request Kyle to please get in touch with his bank to check on refund and we will try and see if we can get any kind of transaction ID or a reference number that can be shared with Kyle's bank to confirm about the same transaction.

We appreciate your patience.

Thanks & Regards

Support Team

Silveredge Casino

Nope wrong I have all my transactions and statements I have nothing showing my 30.00 refund. You guys paid me the money I won through bitcoin cash. I used my debit card to play at your casino. I feel that those documents are inaccurate..

Thank you Silveredge Casino.

Dear Kyle,

Have you contacted your bank regarding this? Please also confirm the Visa Card information is correct.

Kind regards,

Adam

Information is correct. Waiting for Money to deposit

I just examined the documents sent by silveredge and we can clearly see where it says refunded that there's no card number ending on the document or the last four digits aren't there either.

Hello Kyle,

Can you please check the 3rd scree shot out of the three that we sent, it has the "transaction ID no. 95213" under the "Deposit Archive" and then if you check the previous screen shot of the refund note, you will see the same transaction ID mentioned there as well to confirm that it's the refund on the same transaction ID. Hope that clears your doubt.

Regards

Support Team

Silveredge Casino

I checked my bank and there is nothing from silveredge.

Yes this is ridiculous it does not take almost 3 months for a 30.00$ refund...

Dear Kyle,

Do you have some confirmation from your bank that the refund has not been received?

Dear Silveredge Casino,

It seems that there has been a problem regarding this transaction, can you suggest what can be done in such a situation? Is there some way to track the transaction?

Kind regards,

Adam

Hello Adam,

We know its not looking good but like we mentioned earlier that we have done our job now it's between the processor and the bank. We're trying to find out a way to track this transaction and will get back to you as soon as we have something to share with you all.

We appreciate to your patience with us.

Regards

Support Team

Silveredge Casino

Thank you very much Silveredge Casino,

We will await further information regarding tracking and then hopefully we can identify what has happened.

Kind regards,

Adam