Silveredge Casino - Игрок критикует ложную рекламу бонуса.

The casino states that Germany is a "middle eastern country" and is on the list of countries blocked for the bonus. But this is not true. Germany is not listed as a blocked country in the bonus terms

Das Casino gibt an Deutschland sei ein "middle eastern country" und auf der Liste der für den Bonus gesperrten Länder. Dies stimmt aber nicht. In den Bonusbedingungen ist Deutschland nicht als gesperrtes Land aufgeführt

Dear Kagiso,

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Please could you elaborate which bonus you have tried to redeem, or is it for all the bonuses in general? Are you referring to the following bonus? The following bonus is available for all the players but player from specific countries only are eligible to withdraw the winnings from it. Have you played this exact bonus?

I will be waiting for your reply patiently.

Best regards,

Petronela

Yes, I played the bonus. I see below the countries that are allowed to pay out. They could have said that to me very clearly

Ja, den Bonus habe ich gespielt. Ich sehe untenstehend nun die Länder die Auszahlen dürfen. Das hätten die mir auch so mal ganz klar sagen können

Dear Kagiso,

In the bonus terms and conditions is written https://www.silveredgecasino.com/casino-conditions/:

"If they never have deposited Players from particular nations may not cash-out of free processor offers. These players may partake of said processors that are free for entertainment purposes only. Please contact Customer Support to find out the list of excluded countries to see whether your state is included."

However, I would like to emphasize that in case the restricted countries are not mentioned in terms and conditions or hidden somewhere, the casino should pay the player. Please, could you confirm that you have never placed a deposit in this casino? 

That was my first deposit and Germany is not excluded in the terms and conditions and bonus terms

Das war meine erste Einzahlung und in den AGBs und bonus Bedingungen ist Deutschland nicht ausgeschlossen

Thank you very much Kagiso for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kagiso,

I looked at your complaint and will do my best to help you. I would like to invite Silveredge Casino into this conversation. Please, can you explain why player from Germany was able to take bonus but he wasn't able to withdraw?

Hello Casino Guru Team,

We hope you are doing well.

We have reviewed the players account and the withdrawal request. Player has never made a deposit with us and have been playing on a Welcome Free Chip. Since the player has belongs to Germany he is not eligible to withdraw on Free Chips.

Players can contact the support team to know the eligibility and same has been mentioned in our terms and conditions. We have abided by the Casino's terms and Conditions and rejected the withdrawal as the player belonged to the restricted country. The player is welcome to make a deposit. We can provide a good bonus with it and player can win on it.

Please let us know if we can be of further help.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Dear Silveredge Casino, please show me where Germany is excluded in the terms and conditions or bonus terms?

Liebes Silveredge Casino bitte zeigen Sie mir wo in den AGB oder Bonusbedingungen Deutschland ausgeschlossen wird?

Hello,

Greetings from SilverEdge Casino!

We hope you understand that there are over 190 countries and we have listed the name of the top countries/regions we get the most players from. Also, we have specifically mentioned in our terms that "Players from certain countries will not be able to make use our free chips. Kindly check the status of countries list by consulting Customer Support." Players can contact the support team to know the eligibility via Live Chat or Toll Free Number.

Also, we informed the customer about the same when the customer contacted us on April 27th, 2020.

Please let us know if we can be of further help.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Dear Kagiso,

we consider this situation as unfair and against fair gambling codex which you can find here: https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses.

Unfortunately, there in nothing to do from our side than close this complaint as unresolved. Please, let me know if I can help you with anything else. Otherwise I'll close this case in 7 days.