Silveredge Casino - プレーヤーの払い戻しが遅れています。

Made a deposit of $35 August 29th 2022 because that's what the 4th support agent added on to the list of requirements needed to be able to withdrawal winnings from several months prior. When I made the deposit, I contacted an agent to let them know I again, completed the requirements I was told I had to. But when I contacted them, I was given yet another reason why I had MORE requirements needed and wasn't going to be able to withdrawal, I immediately requested a refund of the deposit. At that point, the agent began trying to convince me and persuade me into doing some other offer / promotion with my deposit to which I politely declined each time and requested my deposit back. Agent kept "strongly urging" me towards other promos instead of processing the refund. It is now October and I still have not received the refund and everytime I contact them, I get told "it's been processed, allow 7-10 days". Last week I was promised 2 days I would get it, and I have not...I just want my money back and I hope no one wastes their time, effort, and hard-earned money on this scam of a site.

Hello LogicallyBlonde,

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

Do I understand it correctly that the deposit was requested during the verification process? Did the casino requested any other documents and were they verified? How long exactly have you been waiting for the refund and when was the last time the casino responded to you?

Looking forward to your answer.

Regards,

Nick

Dear LogicallyBlonde,

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.

If you mean verification as in my identity verification, no. That process was completed back in March of this year because it was required in order to be eligible to process withdrawals.

note: That's how all this started. I used one of their welcome bonus offers and once I met the playthrough requirements I requested a withdrawal of the remaining winnings.

All documents for verification were verified and the initial playthrough requirements were also completed.

I contacted support like the instructions suggested when verification was completed and I was told I'd recieve the withdrawal in 7-10 days. After 2 weeks, I contacted support again for a status update on when I can expect to receive it and thats when I was informed that in order to recieve it in 7-10 days, I'd need to make a deposit. Otherwise, I'd still recieve the withdrawal but would take 60-90 days. So I waited some more.

note: Keep in mind after each time I contacted support, I confirmed with them that all requirements were completed to process the withdrawal. Each time it was agreed and confirmed. Until the next time I had to contact support, then that representative would add some other stipulation to the requirements.

Come July 2022, and still not having received the withdrawal amount I requested, I contacted support for a 3rd time who then told me something that completely discredits what I was told by both the first and second support representative. The third representative advised me that to be eligible for the withdrawal to be processed, I was appatently required to make a minimum deposit of $30.

Come August, I had enough to make this now new requirement to process the withdrawal I started in March, so I deposited $30 plus an extra $5 just incase, so $35 total. Immediately contacted support again to update them that I again completed all requirements needed and wanted to finish processing the withdrawal of my previous winnings.

The moment the representative began trying to explain yet again some other stipulations that were needed is when I decided I had enough of getting the run around and knew it was going to be a never-ending back and forth to get my winnings. That is when I requested a refund of my deposit.

All in all, I've been waiting for the refund since the same day I deposited it; August 29th. Last contact I had with the casino was last week. Where I was told they had supposedly processed the refund a week prior and to contact my cardholder the refund would be processed onto and to contact silver edge support again after 24 hours.

I contacted my cardholder and they have not recieved anything or see anything from silveredge for the amount im to be refunded. I also haven't had any contact from Silveredge since then.

Thank you LogicallyBlonde for all the information. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok, thank you.

If I may ask, when can I expect a response from your colleague? So I know around when to keep an eye out for it.

Hello, LogicallyBlonde,

I am sorry to hear about your negative experience and I apologize for the delayed reply. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Silveredge Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Silveredge Casino Team,

Could you please state a reason why the player's refund has not yet been fully processed? What is the estimated time frame for processing it?

Thank you in advance for providing the information.

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.

Dear LogicallyBlonde,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru