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I have a pending withdrawal of more than 2 weeks and in the chat they tell me that in my country there is a withdrawal restriction.

I have sent him a lot of emails but he ignores me. When I registered, it didn't say anything about any restrictions.

Tengo un retiro pendiente de más de 2 semanas y en el chat me dicen que en mi país hai restricción de retiro.

Le he enviado un montón de correos pero me ignoran. Cuando me he registrado no decía nada de alguna restricción

Dear Mariana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Would you be so kind as to 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. Alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I haven't made a withdrawal before and I haven't been asked for a verification.

The withdrawal is there in the pending withdrawals section and the chat tell me that there are restrictions in my country and the support ignore me

No hice ni u' retiro antes y no me han pedido ni una verificación.

El retiro esta allí en la sección de retiros pendiente y los del chat me dicen que hai restricciones en mi país y los de suporte me ignoran

Thank you for your reply, Mariana. Have you accumulated your winnings with or without an active bonus?

Could you please forward me the communication between you and the casino? My email address is kristina.s@casino.guru. Thank you.

With an active bonus but I don't have chat conversations

For the other ways that I have written, they have never answered me.

Those in the chat tell me that the problem is because of the country that you cannot make transfers without making a deposit.

But when I checked in it didn't say anything about this condition.

Con un bono activo pero las conversaciones del chat no las tengo

Por los demás vías que le he scrito no me han contestado nunca.

Los del chat me dicen que que el problema es por el país que no se puede hacer transferencias sin hacer ingreso.

Pero al registrarme no decía nada de esta condición.

Do I understand correctly that all you need to do in order to withdraw your winnings is to make one successful deposit?

No. The withdrawal is done only that the transfer is pending. Those in the chat tell me that I debit the country where I play from, the bonus winnings cannot be withdrawn and I have to cancel everything and make a deposit

No. La retirada está hecha solo que la transferencia está piendente. Me dicen los del chat que débito al país de donde juego no se puede retirar las ganancias del bonus y tengo que anular todo y hacer un deposito

It would be really helpful if you forwarded me the communication between you and the casino.

I have sent an email with the conversation to kristina.s@casino.guru

He mandado un correo con la conversación a kristina.s@casino.guru

And for what it's worth the transaction ID is 18060

Y si sirve de algo el ID de la transacción es18060

Thank you very much Mariana for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Hello Mariana.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you

Gracias

Hello Mariana & Jozef,

We would like to inform you that the Mariana is playing on a $300 welcome chip and the play through requirements are 20X on slots and 50X on tables. Since the player is playing on slot games the play through should be $300X20 = $6000 however it is not met yet. The current play through is $4935. We have cancelled the withdrawal and suggest the player to please go ahead and continue to complete the play through. Once met we will help the player to raise the withdrawal request. And we apologize for the miscommunication that happened about the country restrictions.

Please feel free to reach the 24/7 chat support for instant help and we will be more than happy to assist you.

Regards

Customer Support Team

Silveredge Casino

I have met the bonus wagering requirements and made another withdrawal. I hope that now there will be no problem that they make the bank transfer

He cumplido con los requisitos de apuesta del bonus i hice otra retirada. Espero que ahora no habrá ningún problema que hagan la transferencia bancaria

Transfer ID 19551

ID de la transferencia 19551

Hello Mariana,

Hope you're doing well!

We've checked and found that the play through is met, Congratulations on that! We would now request you to please click a picture of the following documents and share it on: kyc@silveredgesupport.com

1) Front and back of photo ID proof (either copy of passport or Driver's license)

2) A selfie holding the same ID proof (the details on the ID should be clear in picture to read and match).

3) A copy of your recent utility bill

Please feel free to revert or to connect with our 24/7 chat support for instant help.

Regards

Support Team

Silveredge Casino

Hello Mariana.

Please, could you follow the casino instructions and inform us about the outcome?

I have sent you the documents

NIE photo on both sides

Photo of the ID of my country

Town Hall Residence Voucher

selfie

I hope you know what the NIE is: it is an analog of the DNI for foreigners living in Spain.

Le he enviado los documentos

Foto del NIE por las dos caras

Foto del DNI de mi pais

Volant de residencia del ajuntamento

Selfi

Espero que sabrán que es el NIE :es analog del DNI para los estranjeros que viven en Espania.

Dear Mariana,

The banking team has already looked into your documents and responded on your email asking for utility bill as we haven't received it. Kindly share a copy of your recent utility bill on the same email address.

Please reply for any query/concern(s) or connect with our 24/7 chat support for instant help.

Regards

Support Team

Silveredge Casino

Dear Mariana.

Is there any new info about the case?

Hello

I made a withdrawal of 900 dollars and you know that they wrote to me here that to approve the withdrawal I have to send the documents. I sent the documents and they sent me an email saying that they only approved me 100 dollars to withdraw. The other 800 disappeared, they haven't been taken away from me. I've looked at the payment history and the transfer has been in pending status since day 1. They sent me another email saying that I have to send a utility bill to process the transfer. I sent him another email explaining that I don't have any bill in my name because I live for rent and the electricity bill is in the name of the owner of the house, the internet bill is in the name of my husband and I have prepaid mobile. That is why I have sent him the Resistance Leaflet that the town hall gives it to show the address of my home because this was the idea to show the address of the house, right? And I have also explained to him in the mail the same thing as to you who I do not have invoices in my name and that is why I have sent the Residence Document, which is a much more important document than an invoice to prove the address of the house, but they sent me another two emails with the same text of sending a utility bill for process the transfer. For this reason, I don't know if they have understood me that I don't have an invoice in my name because since they have sent me the same email with the same text, they seem like a robot, not a person, who sends the emails. It seems to me a great stupidity that only people who have an invoice in their name can play in their casino. So there is my transfer of $100 in pending status as of June 1st. If you can explain to them about the bill because I don't know if they understood me or if it's one more reason not to pay people.

Thank you

Hola

Hice un retiro de 900 dolares y sabéis que me escribieron por aquí que para aprobar la retirada tengo que enviar los documentos. Envié los documentos y me enviaron un correo donde decía que me aprobaron solo 100 dolares para retirar. Los otros 800 se esfumaron no están me lo han quitado.He mirado en historial de pagos y la transferencia está en estado pendiente des del día 1.Me mandaron otro correo donde decía que tengo que mandar una factura de utilidades para procesar la transferencia. Le envié otro correo explicando que no tengo ninguna factura en mi nombre porque vivo de alquiler y la factura de la luz está en el nombre del propietario de la casa, la factura del internet en nombre de mi marido y el Mobil lo tengo de prepago. Por esto le he enviado el Volante de Resistencia que lo da del ajuntamento para demostrar la dirección on de mi vivienda porque esta era la ideea demostrar la dirección on de la casa no?Y también le he explicado en el correo lo mismo que a vosotros que no tengo facturas en mi nombre y por eso he enviado el Volante de Residencia que es un documento mucho más importante que una factura para demostrar la dirección de la vivenda pero ellos me enviaron otro dos correos con el mismo texto de enviar una factura de utilidades para procesar la transferencia. Por esto no sei si me han entendido que no tengo factura en mi nombre porque como me han enviado el mismo correo con el mismo texto que parecen un robot no una persona los que envía los correos. Me parece una grande estupidez que solo pueden jugar en su casino las personas que tengan una factura en su nombre. Así que allí está mi transferencia de 100 dólares en estado pendiente des del día 1 de junio. Si podéis vosotros explicarles lo de la factura porque a mi no sei si me entendieron o es un motivo más para no pagar a la gente.

Gracias

Dear Silveredge Casino.

Thank you very much for your cooperation, may I kindly ask you to react? Is there a possibility that you can provide the player with some solution for this situation? I believe Mariana's explanation is acceptable.

Hello Jozef,

We are sorry but we do not process the withdrawal if the player does not have the required document. We understand that it is a genuine situation hence as a one time exception we can give Mariana a re-deposit of $100 in her casino account. She can connect with one of the account managers on chat and ask for the $100 re-deposit. They will also give her a match bonus on her re-deposit to play with.

Please note that if she wins on that money or any future transactions (deposits/withdrawal) will be processed only in Bitcoin as we do not accept any other mode of payment if the player does not have the required document in his/her name.

Regards

Support Team

Silveredge Casino

what a shit casino

Give my reputation a 0

Vaya mierda de casino

Ponerle de mi parte un 0 a la reputación

Dear Silveredge Casino team.

Casino.Guru team discussed this case, and we believe that the player's explanation is understandable, it is usual that utility bills can be registered to just one person from the household. We understand that it is standard procedure to request a utility bill for verification, but if the player clearly explains the reasons, there should be provided an additional solution. The whole point of KYC is to verify the player's identity, it is obvious that the player wants to pass through the process, Mariana provided you with multiple documents. Is there any possibility that you can reevaluate your position and provide the player with other solutions (different documents or verification call) or is this your final decision?

Dear Jozef,

We can see that player has already cancelled the withdrawal and played down the balance already to $0.28

Regards

Support Team

Silveredge Casino

If it's true because they told me to do this because if I don't have an invoice they can't do anything

I don't want to know more about that casino because it's a shitty casino

I do not recommend it to anyone and please put a 0 on the reputation for me

Si es verdad porque esto me dijeron que haga porque si no tengo una factura no pueden hacer nada

No quero saber más de ese casino porque es una mierda de casino

No lo recomiendo a nadie y por favor que le pongáis un 0 a la reputación de my parte

Hi Mariana,

please, could you provide us with evidence to sustain your claim ("they told me to do this")?

You have it a little later in the Silver edge casino answer. You can read it here. Where he says hello Jose and silver edge casino replied 2 weeks ago

La tienes un poco más adelante en la respuesta del casino Silver edge. Puedes leerlo aquí. Donde dice hola José y el casino Silver edge respondió hace 2 semanas

Well, Mariana if you've raised the concern here then you should've waited to get a response before playing down the balance. We wish we could look into your case but since you already played down the balance there's nothing much we can do.

Please feel free to connect with our 24/7 chat support if you wish to deposit and play with us and we will be more than happy to assist. Like we've have mentioned earlier since you do not have the Utility bill under your name you can deposit and cash out using bitcoin option.

Regards

Support Team

Silveredge Casino

Dear Mariana,

I am very sorry about the whole situation, but since you have played the amount, there is nothing much I can do for you. The verification process is standard procedure in every casino. I understand that sometimes it is pretty hard to keep up with the requests. However, it should not be a reason to play the amount, so even the refund, in this case, would not be in place. I am forced to close your case as 'rejected'.

You have full right not to agree with our opinion, another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru