Silveredge Casino - The player's unable to withdraw his winnings.

Hello beauitfulnightmare,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Silveredge Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your documents have been approved and if yes, which ones? When was the last time you did deposit into the casino? Did they respond anything regarding the finished wagering since you contacted them with this issue?

Looking forward to your answer.

Regards,

Nick

Dear beauitfulnightmare,

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.

I had sent in my ID and my proof of address (PSE BILL)

I have never deposited, it was a no deposit code

anad no, no one has contacted me or told me

Did you receive any confirmation of your verification from the casino and if yes, when exactly?

Dear beauitfulnightmare,

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.

I have sent it in more then once I think i have sent it in 4 times and they have never emailed me back only the auto email that says dont replay so yea

Thank you beauitfulnightmare for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello beauitfulnightmare,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear Silveredge Casino,

Could you please provide us with an explanation of the player's situation in more detail? Are there any problems with the player's documents? Has the player finished wagering requirements?

Thank you.

Kind regards,

Tomas

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 beauitfulnightmare,

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,

Tomas