Silveredge Casino - Затримка зняття коштів

I used the 300FREE welcome bonus, played a bit, at one point had over 1000$. At 600$ i decided to withdraw, this was on October 24th, 2022. I sent an email WITH my ID attached and received a response that their email wasn't a valid email. I am being penalized because of a mistake that is NOT mine. I would appreciate my withdrawal to be completed. I was planning on depositing some back in once received, but if this is going to be a hassle I don't know anymore.

Dear bouldaz,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you very much, I appreciate you and your assistance.

I still have not received anything, and am very curious.

Dear bouldaz,

Have you received your withdrawal from the casino yet?

No I have not, unfortunately.

Has there been an update on my withdrawal? Please notify me of any changes, thank you for your time and patience.

Thank you for your reply, bouldaz. Do I understand correctly that you have not managed to send documents to verify your identity? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Lastly, I found this contact information on the casino's website:

Which email address did you send your emails to, please?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I sent it to them, and they never replied. I got an email saying that theirs was no longer active.

I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Yes I sent the treasures items to verify my identity, no I have not received a payment, yes it's still pending the email you have in the screenshot is the email I sent it to.

Thank you very much bouldaz for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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.

Dear bouldaz,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Silveredge Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Silveredge Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan