Silveredge Casino - Player’s struggling to withdraw her winnings.

I actually live in Kentucky but it wouldn’t let me change the information. I requested my winnings in November and my KYC documents were verified in December. First, I was given the option of a wire transfer and then was told I would have to receive a paper check and received an email expressly stating that when I deposited my check I could make no mention of online casino gaming. Supposedly a check was sent to my billing address after them being made aware via several emails that my mailing address was different. After i threatened to report them they once again offered me a wire transfer after they deducted a fee for stop payment and for the wire transfer of course. Now, no one responds at all and I have been given the run around for almost 3 months. I’ve contacted Curaçao gaming commission today but have not heard anything back as of yet.

Dear Tdcombs0811,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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

My account was successfully verified in December and I was offered a wire transfer in the beginning, then was told I would receive a paper check which I didn’t get. Then after I called again last week I was offered a wire transfer which of course I haven’t received either

Thank you very much, Tdcombs0811, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Silveredge Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi Tdcombs0811,

I've just reviewed your case and am sorry to hear about your struggles with withdrawing your winnings. I will try to help you by contacting the casino. We'll see what can be done if they reply.

Dear Silveredge Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please explain why the player has been experiencing problems with the withdrawal of her funds? We'd like to hear more information from your side.

I'm looking forward to hearing from you.

Kind regards,

Natalia

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia