Silveredge Casino - The player struggles to withdraw his winnings.

The casino is refusing to issue a withdrawal of my winnings of $56,000

Which were won after I had made a deposit. I even offered to accept $10,000 and received no response.

Hello Richard,

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.

When exactly did you request for the withdrawal? When was the last time you contacted the casino and did they respond to you since? Did you accumulate your balance from real money or did you use any kind of bonus?

Please note that we usually advise to wait at least 14 days for the first withdrawal to be processed as it may take longer in some casinos to finish the verification process.

Looking forward to your answer.

Regards,

Nick

Yes I deposited real money. I contacted the casino approximately 17 days ago. No response as to my withdrawal request. My current balance is almost $60,000 USD. I fear I have been scammed and will never receive any of my winnings.

Hello anybody there ? Yeah I didn't think I would actually get any help getting my winnings. So I guess I will never see the $56,000 usd I've won? I even offered to accept a lesser amount. No response. I just want paid.

Hello Richard,

Is your account already verified and if yes, since when?

If not please be sure to upload or forward them all the necessary documents.

I have tried to verify my account etc.

However some how they have the wrong email address for me and cannot find a way to correct it on the casino menu.

Could you please advise which e-mail address did you try to send the documents to?

support@silveredgecasino.com

Also sending pictures of my account and ID

If you notice my balance is $60,000

That's alot of money. It's pretty odd that the casino doesn't communicate with me when I request to make a withdrawal. The casino had no problem communicating with me when I made a deposit.

Thank you Richard for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay thank you

Hello, Richard,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Spinia Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Silveredge Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw his winnings?

Thank you in advance for providing the information.

Thank you very much. I am so grateful for your help. I felt hopeless that thier was nothing i could do about it. I could really use at least a portion of my winnings. I understand $56,000 is alot of money. I am a modest person I am not greedy. I understand if the casino doesn't have the funds to cover it. I would be willing to accept another amount.

Hello Branislav & Richard

Greetings from Silveredge Casino!

We went through player's complaint and his account/s (Screen shots attached for reference) with us and found:

1. Player has a duplicate account with us (screen shot shared).
2. The day player created the second account on 4/24 he played on it and came to us asking for the play through and that very day he was informed about his duplicate account and that he can not withdraw the winnings but will have deposit and start fresh.
3. Player made a deposit on 5/12 of $30USD
4. The date of birth on the account (where player has all the winnings) is incorrect.

After going through all of the above we know that player is aware about his duplicate account since the beginning but still wants the winnings which is not possible as per the terms. However we are still ready to give him another chance. Hence we request Richard to get in touch with our 24/7 chat support and and get his account reset. We will give the $30 Deposit once again in your casino account along with the best available bonus to play with.

Regards

Support Team

Silveredge Casino

Thank you very much for the data and explanation, Silveredge Casino Team.

Let me please ask you just a few questions for clarification.

Do I understand correctly that the player used only no deposit bonuses in both accounts? Was the deposit of $30 made after the disputed winnings were collected?

Were the winnings at his current account obtained by playing with only the no deposit bonus?

If the casino is willing to accept the reset of this account, will he be later able to verify this account if there is incorrect DOB?

What a joke, no I did not play with duplicate accounts. Nor did I only play with no deposit bonus. I never made a second account and I achieved my winnings using a deposit I personally made to the casino. Let me get this straight, I lose thousands of dollars of which I rightfully won and they offer me $30 ,? What a joke this has been a complete waste of my time. I'm not surprised that I'm being forced to give up thousands of dollars that I rightfully won. There was never any intention of helping me retrieve my winnings was there ? Seems like the casino and this " independant casino evaluation site are quiet friendly with each other.

Dear Richard,

Thank you for your opinion. The data is clear and shows that you created and played with both accounts. Once I have the necessary details, I will gladly explain to you the situation.

However, the questions in my previous post were directed to the casino. I would like to clarify a few details and wait for the casino's response.

Thank you for your understanding.

Hello Branislav,

The answers to your questions are as follows:

1. Player used only no deposit bonus on both the accounts.
2. The deposit was made on May 12th and the withdrawal is never raised so the amount is still in player's account which stands non cashable because of the above mentioned reasons.
3. Player has played on his deposit as well but that is also considered to be mixing of funds as he made the deposit of $30 when he already had balance in his account.
4. If the player agrees, after the reset the player will have to share his document and we will update his information and close the duplicate account.

Regards

Support Team

Silveredge Casino

Greetings all,

Dear Richard,

These are the selected parts of the rules that I found in the casino's Terms & Conditions (available HERE):

"The Casino reserves the right to disqualify winnings in case the following events occur:

• Player has more than one active account at the Casino (unless given prior approval by direction)
• Wrong or false registration information.

MOREOVER, SILVEREDGECASINO.COM SHALL:

• Only register a single account in the name of a particular person: multi-account practices are strictly prohibited.
• Not make a payment in excess of two thousand (US$2,000) out of a User Account to a Player until the Player's identity, age and place of residence have been verified.
• If it becomes aware that a person has provided false information when providing due diligence documents, not register such person. Where that person has already been registered, Silveredgecasino.com shall immediately cancel that person's registration as a Player with the company."

And, these are selected rules from the casino's Bonus Terms (available 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.

Free Chips cannot be used in succession by the Player. If a player redeems a free chip, regardless if the offer was sent to the Player via the Casino or they redeemed it via Customer Support, they cannot redeem a second Free Chip and be eligible for a withdrawal on that Free Chip’s winnings. It is the sole responsibility of the Player to ensure they are following the Free Chip rules. Withdrawals will be denied at the approval stage with the Payments team if this rule is broken.

In case a Player uses a coupon or a promotional offer that they aren’t eligible for use, all and any winnings created from that promotion are forfeited.

The Player may not redeem multiple no-deposit bonuses. Free processor offers are meant merely for our regular faithful customers and you should have an active depositing account unless otherwise stated in order to cash-out on a free chip offer. Should a Player redeem one no -deposit bonus and then be subsequently offered another one, the Player must make a real money deposit for the Player into their account in the interim in order to be eligible to redeem the second no-deposit bonus.

In case a Player redeems a no-deposit promotional offer that he or she is not entitled to, any winnings generated from that promotion will be voided.

The Player has the right to just one free chip between deposits; any winnings caused by multiple free chips will be null. For instance, should two free processors be redeemed by a Player in a row, they are not going to have the capacity to get any winnings by playing on said processor created. They are free to enjoy the games on the site however.

Unless otherwise stated, the max cash-out for all no-deposit bonuses can’t surpass 1 times the sum value of the bonus redeemed. All free chips valued at or below $100 will have a cash-out limitation of no longer than, nor less than, $100.

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

Should funds that are won by a Player be higher compared to max cash-out sum, these surplus funds will be removed upon withdrawal. No additional sum will be paid.

All No Deposit Bonuses are subject to the Wager Conditions and Maximum Withdrawal Limits recorded above.

If you use any bonus to collect a characteristic guarantee(s), or additional bonus rounds, and use a following deposit and or bonus to redeem built up attribute bonus rounds, the winnings coming from said bonus round(s) shall invalidate all or any winnings. No deposits will be refunded."

Even though there would be special Terms and Conditions valid for the no deposit bonus that you used, and it would not have any maximum cash-out limit, you used the bonus offer for the second time without making a deposit between them (a no deposit bonus used in the first account). In addition, you would not pass the verification due to filing false personal details upon registration, and another existing account, where this bonus offer was already used. Although you claimed you did not use a no deposit bonus, we see that you asked the casino's support about play-through and withdrawal before the deposit was made. It means your winnings were obtained without making a deposit. You accepted the casino's Terms and Conditions upon registration and upon redeeming no deposit bonuses, and these were breached.

After gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - apart from using multiple accounts, you breached the casino's Bonus Terms, as was explained above. You are not eligible for any winnings earned from this bonus.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Silveredge Casino Team, for providing all the necessary information and for your cooperation.

Best regards,

Branislav, Casino.Guru