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

Every time I make a withdrawal after a day or two I get an email it's been cancelled. I got in contact with a manager and they said to make a bitcoin withdrawal follow said steps and eventually when that request came back cancelled I got on live Chat an they said after I used the no deposit bonus and then made a deposit after I had already played the playthrough requirements that it mixed with my bonus money and made it un withdrawalable. At said time I had $150, then he stated he can rest the account an give me $100 and now I go to withdrawal and it still gets cancelled.

Dear Brad4money,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Do I understand correctly that you have played and lost your winnings?

Looking forward to hearing from you.

Best regards,

Petronela

Dear Brad4money,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I haven't been able to verify because the withdrawal request email says if eligible I'll be sent a separate email to verify but I never get that email and they always cancel my withdrawal, I made a deposit using bitcoin I'm suppose to be able to withdrawal using bitcoin but it won't give me that option

Thank you very much, Brad4money, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Thank you very much. When I went to go login I keep getting the

error_connection_refused

this site can't be reached. I don't know if it's just me or what. But I do have the number to my account manager I called him once and he said to make it a bitcoin transaction to put the numbers, 1 2 3 3 5 in the bank part in withdrawal section and I would get an email to verify and then be able to request the bitcoin method, obviously didn't work so I've tried different ways, a guy from the live chat was a little more helpful saying since I made a deposit after I withdrew my winnings from the free bonus and then the withdraw was canceled, it mixed with my deposit making it all unable for withdraw, he reset my account with a $100 free chip, (when my balance was $150 Before I made the deposit, after deposit and after the $150 went back into my account because they canceled my withdraw, it was $200, tried again a $150 withdraw and jus played the other $50 away) but now trying to withdraw the $100 and it just keeps getting canceled for wrong bank information, even though pretty sure it's correct.

Hello Brad4money,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to let you know Silveredge Casino has previously ignored us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite Silveredge Casino to join the conversation.

Dear Silveredge Casino

Can you please provide some information regarding the player's withdrawal issues?

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.

Dear Brad4money,

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,

Michal