Silveredge Casino - Player's withdrawal has been rejected.

used a welcome free chip bonus , and after i completed the wagering requirements, the refused to withdraw my winnings. They say im from a different,and banned country. But when i registered my country was in the options.

And i didnt see any list of non payment countries

Dear georgios,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked terms and conditions, and I found this list of restricted countries:

"...The complete list for restricted countries is: Australia, Algeria, Afghanistan, Azerbaijan, Bulgaria, Belize, Costa Rica, Curacao, Czech Republic, Finland, Hungary, Iraq, Iran, Malaysia, Myanmar, North Korea, Poland, Syria, Turkey, Ukraine, middle eastern countries and Asia. ..."

Do I understand correctly that you are from Greece? Could you please advise what country you chose when creating an account?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru, or you can post it here. 

Looking forward to hearing from you.

Best regards,

Kristina

Yes i am from greece. And ofcourse i chose Greece as a country of residence,when i registered.

The only chat i had with the casino was when i wanted to withdraw my money. The said my country is excluded from withdrawal winnings ,when i use a free chip. The chip i used was a 300$ free chip.

Thank you very much georgios for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Ιm looking forward for his help. Thank you

Hello Georgios!

From now on, I will take care of your complaint. In order to proceed I'd like to invite representatives of Silveredge Casino into this complaint to help us with resolving the issue.

Thank you and god bless you. Although i dont think i will get any payment from these impostors

Dear Georgios,

Hope you're doing well!

We would like to apologize for the miscommunication about the restricted country but we've checked your account and found that your play through is not met. You're playing on $300 welcome chips and the play through is 20X on slots and 50X on tables. Since you have played on slots till now but not covered the play through as its only $3056 out of $6000. We would request you to please cancel the withdrawal and continue to complete the play through. Once the player through is met you can raise the withdrawal request and we will be happy to process it further for you.

Regards

Support Team

Silveredge Casino

I did what you said and i just completed the play through.

I made a withdrawal request again ,with transaction id 16313.

I have also sent via email the verification papers you ask. Id card and driver licence.

I hope you process my request now.

Thank you

Mr martin, now they are telling me that only 100$ i can withdraw. And i made a new withdraw as they said . I thought the 300$ free chip was x1 , for withdrawal. I dont know if a made corrext.

Hello Georgios!

Thank you for providing me with all the information. As to address your questions and concerns, I have checked the bonus terms & conditions of Silveredge Casino and here is what I was able to understand:

For the maximum cash out of your bonus, it seems correct that you will be only able to withdraw $100 from your bonus as per this term:

"Welcome courtesy bonuses have a maximum withdrawal amount of $100.00 for all NEW players."

Regarding the reason why you are supposed to apply for a withdrawal of $400 in total, the bonus you have used is a so called "sticky bonus", which effectively means, that the value of the bonus itself will be deducted from your winnings once you will meet the wagering conditions. Here are the specific terms & conditions, which refer to this situation:

"Unless otherwise defined by the Silveredge Casino; all promotional bonuses are NON CASHABLE. Promotional bonuses help create winnings and bonus cash functions to improve play but cannot be taken as winnings. The bonus is not going to be returned to the account but deducted from winnings. From the overall sum of cash-out, all bonus money will be removed at the point of withdrawal."

"At the time of cashing out, the bonus cash will be taken off the entire withdrawal amount (i.e. - should a Player redeem a $250 bonus and withdraw $500, they'll receive $250.)"

I hope that my description will be helpful for you to fully understand the situation. Please let us know, when your verification procedure will be completed and withdrawal request approved.

Looking forward for hearing from you.

Its been 3 days since i sent the verification papers, still waiting...

They have canceled my withdraw by them selves due to lacking data, without notifying me, although i did what they asked. I sent the documents they asked.

Of i lack anything they didnt request the lacking document. I did a withdrawal request again transaction id:16626

Dear Georgios,

Thank you for providing me with an update on the process. Do I understand it correctly, that your withdrawal was cancelled because the verification process is still not completed yet?

Νο. I chatted with them and one said that i havent met the wagering yet, thats totall lie btw, yhen he passed me to another person and he said that the cancelation was a system mistake. Then i made another withdraw again. He said will be fine now.im posting all the dialogs. anyway. Lets hope now ot will be over

Dear Georgios,

Thank you for providing us with the information, I think it would be the best to contact the casino so they can elaborate on the situation and help us with the resolution.

Still waiting to get the money.

their financial department said that they will give me 100$ , 7 ago, but today they canceled again my withdrawal I dont know what to do 😔. Please help me. I have sent my verification papers days ago .

they simply mocking me.

Dear Georgios,

The documents that you have shared are the screen shots and we accept only pictures. The banking have requested you to click the pictures of your documents and send them over.

Unless you send the required documents the withdrawal can not be processed.

Regards

Support Team

Silveredge Casino

I have sent you pictures of my id , selfie holding my id,my drivers licence, and pdf of bank utillity bill and pdf of bank account statment. PICTURES NOT SCREENSHOTS.

Please check with you financial department again.

what else do you want me to do?

I want to inform that im still waiting. I have sent the utillity bill. (See for your self) , and as an excuse they say that , my utillity bill is in greek language so they cant verify me ,because they say they dont know greek. I told them that i live in greece iam greek ,so all my bills come in greek. I cant do anythi g about that. I said them COMPARE MY GREEK NAME WITH MY ID AND DRIVER LICENCE, which i have allready sent. My name is written in greek and english also. But they havent responded. They are frauds.

They keep thinking of excuses .

Dear Casino Guru,

We have checked the utility bill that player has sent and found that it is a fabricated document. If you check closely you will be able to see that the place (where the name appears) has a sticky pasted on it and the name and other details are written on it. Hence the casino has decided to close player's account and invalidate all his winnings as per the following terms that is mentioned in our terms and conditions: Upon sign-up, the Player must supply correct, up to date and complete info to the Casino. In the case where wrong and/or inaccurate personal information is supplied, particularly info inhibiting contact between Casino and Player, the Casino reserves the right to close the Player's account or invalidate all and any winnings.

Regards

Support Team

Silveredge Casino

Dear Georgios,

Since there are some concerns regarding the documents you have provided, I'd like to suggest that you'd make a better quality scan of the utility bill, where every information would be more visible, also without any hand on the barcodes. Regarding the concerns of the casino, it seems that the place where your credentials are present, there is visible some kind of line on the edge, however I think if the photo, or scan preferably, we'd be able to see it better.

Hello Georgios,

We have not heard from you for a while. Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.