SilverSands Casino - Player is unable to redeem winnings.

I am registered at Silversands Casino... I received an email to join the " TRICK A TREAT FREE TOURNAMENT FOR PLAYERS", which is currently active at Silversands .. I joined...

The game has a scratch card , where a player needs to scratch once everyday, to match 3 items, to win the item..

Day 1 - I WON R300 FREE... then it says, redeem.. When i pressed redeem, it said contact support.. I spoke to a LIVE AGENT, who told me I cannot redeem the R300, as i already received a " WELCOME BONUS" when I sighned up at the Casino...????

I sent ''SUPPORT" an email , stating my case ... I was told " TERMS & CONDITIONS IS TO MAKE A DEPOSIT FIRST.... My question is " Why must i make a Deposit for something I WON, in their tournament.. Also, even if I did make a deposit " I QUOTE, THE LIVE AGENT SAID, I CANNOT REDEEM THE R300 FREE, WHICH I WON, AS I ALREADY RECEIVED A WELCOME BONUS, when I registered at the Casino...

How do I pay for "MONEY WON", to receive "MONIES WON"... How is it a " FREE TOURNAMNET FOR PLAYERS ", if you must DEPOSIT MONEY, to receive every gift a player wins?????

Night 2- I scratched again... I WON 50 BONUS SPINS... I tried to redeem again... Once again, I was told by a LIVE AGENT, I should make a deposit to receive the 50 BONUS SPINS....

CLEARLY..... THIS IS PURE FALSE ADVERTISNG FROM SILVERSANDS CASINO....

How many players will deposit monies and be told they cannot redeem their winnings afterwards?????

IM VERY DISSAPOINTED IN SILVERSANDS CASINO....

ELEANOR C****

Hello ElleyCloete,

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

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you ever deposit into the casino?
• Was the first bonus you claimed a free bonus and did you finish it's wagering?

Looking forward to your answer.

Regards,

Nick

I registered at Silversands , looking for a site with good feature slots, benefits for players , promotions !!

I received a WELCOME BONUS.. I did not reach the Wager Ammount.. I recived an email to join a FREE TOURNAMENT, I joined...

NO.. I have not made my FIRST DEPOSIT yet, but now im scared of this casino, not paying players what players win in a tournament.. FOR THE RECORD - Trick a treat Tournament has WINNINGS on every play, BUT IF YOU WIN IT SAYS, MAKE A DEPOSIT.... To me thats FALSE ADVERTISING .. TO ME, its not a Tournamnet !!! Silversands might as well put all those winnings in their PROMOTIONS section, where players need to deposit money !!

Hello ElleyCloete,

If you did not complete the wagering requirements for the welcome bonus, it is understandable, as most casinos do not permit players to have two active bonuses simultaneously. However, if you did finish the wagering, it is also possible that you are unable to claim multiple free bonuses consecutively without making a deposit. This is a common rule across many online casinos designed to prevent bonus misuse, requiring players to deposit between free bonuses.

Could you please clarify whether the welcome bonus is still active or if the wagering requirements were not met and the bonus is no longer active?

I look forward to hearing from you.

Best regards,

Nick

Hi..

The Welcome Bonus Wager is no longer active on my account..

After this incident, I have won several other prizes on " TRICK A TREAT", EG - 2 X 50% DEPOSIT BONUS, 2X 50 SPINS ON WITCHY WINS & the R300 FREE... To REDEEM -All prizes it says - MAKE A DEPOSIT.,..

I tried to make a Deposit , but my payment does not go through... Accounts has sent me an email to assist me to make a Deposit, but I did not get to it yet...

My next question now is _ I WON 5 PRIZES IN THEIR TOURNAMENT... So.... Should I make 5 Deposits????

Once again... To me , this tournament is false advertising...

I am registered at 2 BIG CASINOS in South Africa... For competitions , i get an invite with 100 FREE Tickets for draws & I receive my CASH WINNINGS, without issues, coz its their competition , to win prizes, as a loyal player at the casino...

SILVERSANDS.... Ur "TRICK A TREAT TOURNAMENT' is false advertising.. ITS NOT A TOURNAMENT TO WIN FREE PRIZES.... I will rather DEPOSIT my money , to play SLOTS at a casino to try and win, instead of paying a casino for a prize I won in their tournament..

EC...

Hello ElleyCloete,

As mentioned previously, the casino does not permit multiple bonus claims without deposits made between them. The promotional invites you receive are sent out to all players, and eligibility for cashing out isn’t verified beforehand.

You can review the casino’s terms regarding bonus claims here: Silver Sands Casino Terms and Conditions.

Regarding the deposit requirement, I’m unsure if a 5x deposit is needed—that’s a question best confirmed directly with the casino. Unfortunately, we’re unable to enforce any exceptions to their terms, so if your current deposit method is not working, we recommend trying an alternative payment method.

Please let us know if there’s anything else we can assist you with.

Best regards,

Nick

Dear ElleyCloete,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.