Silveredge Casino - Игрок не может снять бонусный выигрыш.

Dear sundance65 ,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you have provided the required documents to verify your account, however you haven’t received any confirmation regarding successful KYC?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear sundance65,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

hello dear Kristina,

thank you for taking care of it! I had sent 2 or 3 e-mails directly to the complaint office, but maybe they could not assign it correctly .. I will immediately forward them directly to you again via e-mail.

Question 1: yes, I had sent everything (IM account and via email). So ID, proof of address, proof of bank.

Question 2: right, I never received a confirmation, the live chat cannot be found and I cannot reach anyone there by phone.

Kind regards, Fabienne PS attached the casino's promotion:

hallo liebe Kristina,

vielen Dank, dass Sie sich darum kümmern! Ich hatte 2, 3 Mails direkt an die Beschwerdestelle verschickt, aber vielleicht konnten die das nicht richtig zuordnen.. ich leite sie gleich direkt via Email noch einmal direkt an Sie weiter.

Frage 1: ja, ich hatte Alles verschickt (IM Konto und via Email). Also ID, Adressnachweis, Banknachweis.

Frage 2: richtig, ich habe nie eine Bestätigung erhalten, der live chat ist nicht auffindbar und telefonisch erreiche ich dort auch niemanden..

Viele liebe Grüße, Fabienne PS anbei noch die Werbeaktion des Casinos:

PS: quote

"... send all relevant communications between you and the casino .."

Unfortunately, this does not exist, simply because the communication is exclusively one-sided (no peep from the casino, neither via email, nor in any other way) ...

I have just forwarded my last email to you via silveredge (via email).

Greetings and thank you very much!

PS: Zitat

"...alle relevanten Mitteilungen zwischen Ihnen und dem Casino zukommen lassen.."

Diese gibt es leider nicht, schlicht, weil die Kommunikation ausschließlich einseitig ist (kein Mucks vom Casino, weder via Email, noch sonst irgendwie)...

ich habe gerade noch meine letzte Email via silveredge an Sie weitergeleitet (via Email).

Liebe Grüße und vielen Dank!

Thank you very much sundance65 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi sundance65,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Silveredge Casino to the conversation to participate in the resolution of this complaint.

Many thanks to Kristina and Peter 🙂

Vielen lieben Dank an Kristina und Peter 🙂

Hello There,

Greetings!

I am writing this to inform you that the player is not eligible to cash out as of now as he has not completed the playthrough. I can see that player has taken $300 welcome chips to play with and as per the terms he is responsible to complete 20X if playing slots i.e. $300X20 = $6000 or 50X (if playing tables) i.e. $300X50 = $15000. His current play through is $1,653. Please request the player to continue to play and he can come back to us any time to check on the play through. Once that is met, we will assist the player to raise the withdrawal request. 

Regards

Smith

Hi sundance65,

Were you able to find your playthrough progress? Have you managed to finish the playthrough?

if you see the screenshot attached by the Player and the progress which is showing 100% under the bonus history shows that the bonus is 100% redeemed, It is there because some bonuses we have can be redeemed in parts or multiple times , so showing 100% progress means that the bonus code is redeemed fully and cant be redeemed again. 

Player can calculate the play-through/wagering by going to the player transaction history and adding up all the debit transactions (bets) or contact us and we will do it for Him / Her.

Thank you Silveredge Casino team for the reply.

Since we haven't heard from the player and he can ask the casino support about the progress of his bonuses at any time, we are rejecting the complaint.

Dear sundance65,

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter