Silveredge Casino - 플레이어의 탈퇴가 지연되었습니다.

I have a significant amount of winnings in this casino and I am trying to withdraw any of it and not succeeding. I'm trying to withdraw 999 because that's what I was informed I'd have to do for the first withdrawal and I'd have to send in pictures of my ID for verification. I did so and have been waiting ever since. It's been three weeks and whenever I message their chat, they disconnect and then when they come back on, they tell me to wait another 48 hours, and then when I do that, I get told the same thing. I did NOT have a bonus applied, so there are no caps related to bonuses for withdrawing, but they are giving me the run around and refusing to help. I would like to withdraw everything in my account if it's possible and then I'd not use this casino again.

Dear 5991bnillok,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that you have not received any confirmation regarding successful verification yet? Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Hello, and thank you for responding. I do understand the KYC issue and that's why I made sure to send the information as soon as I was asked. Which was just minutes afterwards. I submitted them on Thursday, November 17th, 2022. They asked for front and back pictures of my ID, a selfie with me holding my ID, and an upload of a recent utility bill. Which I all sent to their KYC email as they told me to at 6:50 AM on the 17th of November. They advised it would take 48 to 72 hours to review and process the withdrawal. Ever since then I've been told "we have no updates please contact us in 48 hours" and so I message them 48 hours later and then get told 48 more hours, and they've been saying that every two days for the last almost three weeks.

Thank you very much for your reply, 5991bnillok. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thanks for your response. I just sent you the email that you asked for. I only have a couple of screenshots of my chats with them but I've messaged them every 48 to 72 hours like they've said since the 17th of November and get told to wait for 48 more hours for them to confirm it, just to get told to keep waiting. I saw that they recently obtained a license of some sort in Curaçao. If I knew how to do anything with that information I wouldn't have had to consume your time.

Thank you very much, 5991bnillok, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello 5991bnillok

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to let you know Silveredge Casino has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite Silveredge Casino to join the conversation.

Dear Silveredge Casino

Can you please provide some information regarding the player's withdrawal delay?

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.

It's weird to me how they refuse to say anything now but at the same time are also real quick to call me asking to make a deposit and then hanging up before I can say anything else.

Dear 5991bnillok,

I gave the casino rep a "nudge" and I'm waiting for their response regarding your complaint.

Hi 5991bnillok, I'm Maria casino representative for Silveredge Casino and I'll be helping you with this matter. First of all, I'm sorry that you're facing this issue. I will connect with our CS team and someone from the team will directly contact you. I'll follow here when CS contacts you.

I finally did receive correspondence regarding this issue yesterday afternoon. I appreciate someone finally helping move this forward. I was told to send some I formation to the manager of that department and they would send payment within 7 to 10 days...which is a better answer than what I was getting. I hope I don't need to expect to wait for so long next time. Was the waiting just for the verification? Or will I have to wait this long every time I need to request a withdrawal?

Dear 5991bnillok,

I'm glad things are starting to move regarding your issue, let's stay positive that it will be sorted out soon.

Let me know if there is something new, or ideally when you successfully receive your winnings.

Hi 5991bnillok, I'm glad to hear that you have been contacted. The withdrawal process should take up to 10 days after the documentation and requirements are met. Please keep us posted here on how the process is going, I'll be following up with the team as well.

Thanks for your help. I sent an email to the manager email like I was told to back on Monday. Was I supposed to receive a reply back or anything? I just want to make sure I didn't miss something.

Dear 5991bnillok,

If you have followed the steps mentioned in the email from the manager, then it should be all OK. Please bear in mind as the casino previously mentioned that to process everything can take up to 10 days, so please be patient and let me know when you receive the withdrawal.

Hi, the player's withdrawal request has been sent to finance for payment of $999 via BTC. This should be credited to his BTC wallet by the 20th. The player has been made aware of the same. 

Dear 5991bnillok,

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.

I understand. I will give an updated on this as soon as I can. Thank you.

Dear 5991bnillok,

I will keep my fingers crossed that your withdrawal will be with you ASAP. As mentioned previously, let me know once the funds hit your wallet.

So far, I still have received nothing. Hopefully they'll show up in my wallet by the end of the day, but I haven't heard anything or seen anything about it yet.

I finally did receive my payout early this morning. Thank you.

Great news, 5991bnillok. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal