Silveredge Casino - Player’s winnings from No Deposit bonus were not granted.

i have win after the wangering of welcome bonus (300$) 400 $

i ask them how much money i need to deposit to make a withdraw and they said that greece is a restricted country,but in them terms is not.

Dear Panagiotis,

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 Greece is on the list of these particular nations. According to 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, and you have redeemed a no deposit bonus? We will contact the casino right after your confirmation. Thank you very much in advance for your reply.

Best regards,

Petronela

dear petronela,

i confirm that i have never placed a deposit in this casino, and i have redeemed a no deposit bonus

i ask on the live chat how much money i have to deposit as to be able after the wanger to make a withdraw the bonus money. but they dont answer me. also i have read terms and nowhere said that greece is restricted.also in your site i read that

thanks you!

Thank you very much, Panagiotis, for providing all the necessary information. On our website is No Deposit bonus marked as "not available" for Greece (please see below).

However, I will now transfer your complaint to my colleague Jozef 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.

If it is not available to Greece how i reedem that..

Hello Panagiotis.

Thank you very much for sharing your negative experience with the SilverEdge Casino. We will now try to get in touch with them.

Hello Casino Guru Team,

Greetings and we hope all of you are doing well.

Please be advised that information provided by your representative Petronela in the above thread is valid and correct.

Also, player has never made a deposit with our casino and has been playing on a Welcome Free Chip.

If the player wishes to make a deposit, then the balance on the account needs to be played down to $5 or below. Alternatively, player can request to get it removed and our support staff will help with the same.

Player can then make a deposit and claim a bonus of choice, after which player can play and win accordingly.

Please let us know if any further details required.

Thanks and Regards,

Ryan

Complaint and Resolution Team

Dear Silveredge Casino team. 

Thank you for your cooperation.

Unfortunately, our position is clear and can be found in our Fair Gambling Codex.

To summarize: Casinos should only give bonuses to players who are allowed to get them according to the Bonus &Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out the winnings to the player.

More information can be found on the link below.

https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses

In this case, Panagiotis played without a chance to win and although it can be found in the T&Cs, we believe the casino environment should be safe. It would be fully legit if you required deposit for the player in order to get his winnings, however, we believe that the confiscation of fair winnings is not justified behaviour. 

Please, could you reevaluate the case or is this your final decision?

Greetings Casino Guru Team,

We hope you are doing well!

We have reviewed the account for the user: Pano*****.

Please be advised that we have not confiscated the balance as it is still on the account. Also, the player never met the 20x playthrough requirement in order to qualify for a withdrawal.

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaint and Resolution Team

Dear Panagiotis.

Please, could you check your account and confirm the casino statement?

hello Josef,

this is a printscreen of my profile in silveredge casino. as can you see in bonus history i had compleet the playthrough of my bonus.

they said that the have not confiscated the balance as it is still on the account. it is correct. but I have not requested a withdrawal

Greetings,

We hope you are doing well!

Please be advised that the screenshot shows bonus claim status. It shows as 100% redeemed as you have been playing on a single/one time redeemable free chip. We often run promotions in which bonuses are redeemed in parts hence we need to show how much portion of it has been redeemed.

Please contact us via live chat or toll free if you need help in calculating the wagering status.

Thanks & Regards,

Ryan

Complaint and Resolution Team

Greetings Casino Guru Team,

We hope you are doing well!

Please be advised that player Panosathina has used up the welcome bonus and did not meet wagering.

This case is resolved and closed from our end.

Thanks & Regards,

Ryan

Complaint and Resolution Team

End for me also, the next time i will get seriously the reputation of a casino.thanks for you time jozef.

Dear Panagiotis.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru