Silveredge Casino - Player’s withdrawal has been delayed.

I have been waiting for my

withdraw and then become 13 days I decided to call Silveredge Casino and the gentleman kept over talk to me very rude. Stated that because I deposited $20 with the money that I won so he said that I cannot withdraw any of my money and the withdrawal this is the third time I put it in keeps getting canceled, I’m considering calling the Casino commission right now and make other phone calls and check into this matter further, I guess I am not the only one that’s been having trouble with this casino I really really would like my money I want it and the no deposit amount that I I got was $25 so how is that I pay $25 and then I win over $1000 but I played some so I ended up with 800 so just because I put 20 bucks in with $800 I see that $800 is way more than $25. I just don’t understand it.

Dear bonniehumpsclyde842,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I got a $25 no deposit then I want some money then I put two $20 deposits in there and then I want some more like a playing in the amount that I won, kept going up and down that’s why I put more money on there but the guy said he argue with me said that I could not get my withdraw because I deposited 20 bucks twice understand

Yes, it was my first withdraw because I just started using that casino because everybody told me how great it was so I got in the phone. This guy got really rude and said over talk to me. And I made two deposits on my credit card and one with my bank card and it only gives me the option for wire transfer. I thought if you use your cards to deposit money, then your withdraws go on them cards I don’t know.

Dear bonniehumpsclyde842,

Could you please forward screenshots of your bonus and cashier histories? You can upload them here when replying or forward them to petronela.k@casino.guru. Thank you in advance.

I sent them screenshots for you and the also deleted my account

Thank you, bonniehumpsclyde842, for the forwarded screenshots. Could you please advise if the wagering requirements of your No Deposit Bonus were completed when you placed your real money deposit? How much was your balance at that time?

There was zero because I had the 800.00 pending withdrawal for 10 days. So I deposited money so I could play some more

So your entire winnings of $800 were accumulated from a No Deposit Bonus, is that correct?

Yes

I see. If that's the case, please understand the maximum cashout from any free bonus would be $100 only as per the general bonus terms and conditions (here):

The Casino will occasionally offer Promotional Coupons as Free Chips. The maximum withdrawal amount for any free chip given is $100. For example if you are given a $100 free chip and request a withdrawal amount of $500, you will only be approved for $100.

Therefore, I adjusted the disputed amount from $800 to $100. Could you please advise if you redeemed any free bonuses from this casino in the past?

Dear bonniehumpsclyde842,

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.

We regret to inform you that we are unable to proceed with the investigation of your case at this time. Despite our attempts to request more information, we haven't received any response from your end. Unfortunately, this means we're not able to provide any further assistance or suggest possible solutions.

If you decide to reopen this complaint anytime in the future, we would be more than happy to assist you and address your concerns to the best of our abilities. We sincerely hope to hear from you in the future and resolve this matter in a prompt and satisfactory manner.