Silveredge Casino - Player’s winnings from bonus play haven’t been approved.

I put a deposit and was not told it was slots toke $500 from deposit and bonus and turned it into $4500 from roulette and now I was told it was for slots and can not get any of the money withdrawn 

Dear Mmike,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you specify which exact bonus you have redeemed? I would like to check promotional terms and conditions. Additionally, could you clarify if your winnings have been voided completely, or due to unfinished wagering requirements, your withdrawal was not approved? I hope we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

16/03/2020 14:19:32

Bonus Exchange

Credit

200.00 USD

550.00 USD

16/03/2020 14:18:42

Bonus Exchange

Credit

300.00 USD

350.00 USD

By text 600% bonus plus 200 free coins plus 30% insurance

Dear Mmike,

I’m very sorry, but I couldn’t find 600% bonus plus 200 free coins bonus. Please send me a link. Additionally, could you clarify if your winnings have been voided completely, or due to unfinished wagering requirements, your withdrawal was not approved? Thank you in advance.

Winning still in account the bonus of 600% plus 200 free coins  was by live chat and by text to my phone they still says since it was for slots the bonus the winnings are not real liget

Thank you very much Mmike for providing all the necessary information. I will transfer now your complaint to my colleague Kristína 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 Mike,

I know that this is an unpleasant situation, but you have to be aware, that each bonus comes with some conditions you have to follow. A bonus is granted by the casino and they can decide which rules are tied to the bonus and need to be followed, otherwise your winnings could be confiscated.

Before I contact the casino, I would like to know if you were provided with some list of rules for this bonus (the bonus T&Cs), please.

None

 they did not tell me it was for slots

I would like to give the Silveredge Casino an opportunity to comment on this case.

Last time I talked to the customer service is they want me to lose the whole balance then I can do withdrawals again

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 Mike,

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

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’.

Since we again haven’t received any response from the casino regarding this issue, we are forced to close it as ‘unresolved’.