Silveredge Casino - Player's withdrawals are canceled.

Okay, so I used a $100 free chip. I played well through the wagering amount but they keep cancelling my withdrawal saying "lack of data/cancelled". I have submitted it twice now. I have messaged the chat 3 times. Each time they gave me the same list of reasons as to why it could have been cancelled. I went through the whole list and every single one was met. I have not deposited on this site so each time I have asked them if I needed to deposit in order to get my money and they all said no. However everytime I message them to ask why it was cancelled because I never received an explanation they say they can’t view my account because I am a non depositer so they are making it almost impossible to cash out because they can’t tell me a reason unless I deposit and obviously they are going to continue to cancel my withdrawal. The chat has been absolutely no help towards the situation.

Dear shiannehybbert,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Did the casino give you confirmation that your account is verified? Do I understand correctly, the casino currently doesn't require you to submit any documents or to make a deposit in the casino?

Could you please forward any relevant communication between you and the casino on the topic?

My email is tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

I have sent my verification documents to the email twice now and haven’t even received a response. When I go to withdraw it says that the team will get ahold of me to get my verification documents but I just sent them before hand anyways just to save time.

I screenshotted my last conversation just for a reference since I’ve been having so many problems but how do I look up the conversations before that?

Thank you very much, shiannehybbert, 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. However, I would like to warn you that it seems to be a common practice of Silveredge Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear shiannehybbert,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Silveredge Casino representative to join this conversation and participate in resolving this complaint.

Dear Silveredge Casino,

Could you please state why the player's withdrawal was cancelled?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.