SilverSands Casino - Player is facing withdrawal refusal.

I played with a bonus of 2500 and after meeting the wagering requirements the max withdrawal is 5000, so the excess was removed and 5000 left, I opted to withdraw 4700 and continued to play with the balance, of which I have done previously, I eventually built it up to withdraw another 1500 and the casino has refused to pay the 1500. My argument I have done the very same thing previously and I was paid by them and now it's changed and there is no changes in their policies or processes so are they allowed to do changes as they see fit. I have attached a screenshot of my previous play and showed the payment, it comes from my account history on the site so I haven't tampered with anything. I also had an amount of about 2000 that was also left on the site which they removed with the same argument. I believe that since all wagering requirements had been met the balance was mine to do as I please whether I continued playing or withdraw everything. Please assist. Unfortunately I've tried to upload the pdf but it won't upload

Dear nerissa,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SilverSands Casino.

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

Do I understand correctly that you were able to withdraw the R4700 in winnings from the bonus successfully?

• Has the casino justified its decision in any way?
• If there is any communication between you and casino support please share it with me. Send the information to my email at tomas@casino.guru or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi tomas, thanks a bunch for assisting I've sent all correspondence between support ,accounts and myself to your email if that's OK.

Dear nerissa,

I apologize for the delayed response. I checked the emails you sent, however, I cannot see any responses from the casino justifying its actions.

Does this communication exist?

You wrote earlier:

 eventually built it up to withdraw another 1500 and the casino has refused to pay the 1500.

and

I also had an amount of about 2000 that was also left on the site which they removed with the same argument.

Please let me know and please send me any responses you received from the casino to my email at tomas@casino.guru for review.

I'll await your reply.

The below emails were the responses I received from the casino, accounts and support.

Thanks for the reply.

Could you please share a screenshot from your account on how the situation was recorded in your transaction history?

Do I understand correctly the 4700 ZAR withdrawal was processed and you received this amount on your casino account?

So u can see the 2500 bonus I redeemed, the 950 odd reversal , I withdraw 4500 and then changed it 4700.the next withdrawal is the 1500 ans my bal was 1200, which of course they declined the 1500 and removed the other winnings as well.

Thank you very much, nerissa, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello nerissa,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite SilverSands Casino to join the conversation.

Dear SilverSands Casino,  

I would be grateful if you could provide clarification regarding the situation that has arisen. If there is any information that cannot be shared publicly, please forward it to me at michal.k@casino.guru

Dear nerissa,

I would like to provide you with a quick update. I have obtained some information from the casino team, and it looks like the winnigs you are disputing are still derived from the no deposit bonus, thus maximum withdrawal from the bonus of R5000 is still in place. You have not made any additional real money deposit, between the no deposit bonuses and without claiming any bonus, correct?

Hi There

Please note that free credits cannot be used consecutively without a deposit having being made in the interim as per our Terms.

You redeemed a free R2500 bonus which allowed for a maximum cash out of R5000. You opted to withdraw a total of R4700 with funds won

from these free credits. You then took the remaining funds and participated in further play to win more funds.

As stated in the terms that no more than R5000 can be cashed out from any funds related to that bonus.

Furthermore you redeemed further bonus amounts from these funds without making any deposits to your account during this time frame.

We will always honor any bonus offers provided they are used according to their terms and the player adheres to our general terms and conditions.

However in this case you are attempting to cash out more than is permitted from the free bonus you used.

The funds left in your account cannot be viewed as a deposit as they were obtained from free credits entirely and you then redeemed further coupons while using these same funds.

Please adhere to our Bonus and General Terms and conditions in order to avoid any such issues in the future.

Best Regards and Many Wonderful Gaming experiences!

Shaun

Silver Sands Casino