Silveredge Casino - Player's winnings were confiscated.

Well I have a couple issues with the casino first of all I have made multiple deposits. And then my last deposit was $150 and I didn't notice that for some reason I had a $100 bonus on there I didn't choose bonus they just automatically put it on there I just noticed it after I deposited the 150. And I played that down and I went to deposit 120 and I noticed I had 150 on there still so I played on that and got up to around $800 and I asked the agent if I can withdraw and he said I haven't made my wager amount yet so I kept playing then I got up to close to 1300 then I contacted customer service again and this time they said I made my wager amount. But I can't withdraw because I have multiple accounts I don't see how I have multiple accounts they should pick up on that whenever I signed up. And they also should have figured that out before I made my first deposit. So after all that I was trying to get a hold of my account manager he said I had $1,500 in my account and when I went to sign on I didn't have no money on there. So I don't know what happened to my money because I wasn't playing until I got a hold of my account manager to see what was going on. If that is the case I can't withdraw anything because I had multiple accounts. I should get on my deposits back because I'm ineligible for withdrawals. Or I should be able to cash out on that 1500 that I supposedly had in there that disappeared. Please let me know if you got the 2 screenshots I sent u

Dear siercksdavid,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino or have you created the accounts yourself to your knowledge? Could you please advise if you have passed the KYC verification?

The screenshots were not included in your post. Please either submit them in the complaint thread or send them to my email address at tomas@casino.guru

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

Best regards,

Tomas

Hello well no there's no one that could have used my IP address and I live alone so no one has access to my phone. That's what I use to play. And I sent them a pic of my id and address 2 different times and I don't know if they got them cause they never said they received them.

I sent u they screenshots

I was just wondering if you got the screen shots I sent to your email

siercksdavid,

I received an email from you but the communication between you and the casino was not enclosed. If it is available please forward it as well. I'll await your reply.

Well there not communicating with me about that issue threw chat I have been trying to get ahold of my account manager but he won't return my calls

This is what I sent them a few different times Yeah I have a few issues with your casino experience. Well first thing is I had $1500 on my account and then I went to go try to withdraw and I was told that I wasn't able to withdraw anything cause I had multiple accounts. I don't understand how I could have multiple accounts and if I did happen to have multiple accounts you guys should have told me that and kept me from making deposits. So then I stopped playing cause I was going to talk to mark cause I guess he's my account manager. But when I got back on the site all my winnings was gone. So Im pretty upset about my experience with your casino. I lost my winnings and the deposites I made wasn't worth anything cause I couldn't withdrawal any ways according to one of your customer service agents.

Thank you very much, siercksdavid, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear siercksdavid,

I am so sorry to hear about your issue regarding the multiple accounts. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Silveredge Casino,

Could you please state why the player's account got accused of multiple accounts? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Ok and I'm also wanting my winnings owed to me or my deposits back please

Dear siercksdavid,

Let's wait and see what the casino has to say about the issue.

Your patience is much appreciated.

Kind regards,

Stefan

What if the casino doesn't respond what happens

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 siercksdavid,

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,

Stefan