Silveredge Casino - A retirada do jogador dos ganhos de bônus foi recusada.

I have won € 800 with the registration bonus without deposit and now they don't let me withdraw it, in the terms and conditions of the voucher they say nothing, could you help me collect it?

He ganado 800€ con el bono de registro sin depósito y ahora no me dejan retirarlo, en los términos y condiciones del bono no dicen nada, me podriais ayudar a cobrarlo? 

Dear Patxi, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found:

"If they never have deposited Players from particular nations may not cash-out of free processor offers. These players may partake of said processors that are free for entertainment purposes only. Please contact Customer Support to find out the list of excluded countries to see whether your state is included."

I have contacted the live chat agent and, unfortunately, Spain is listed between excluded countries. I understand that it would be preferred if the whole list of restricted countries was published in T&Cs, but in this specific case you have to contact Customer Support. Free chip is meant for "testing the waters". Sadly, there is not much I can do for you to support this case. If there is anything else, I could help you with, please do not hesitate to contact me, otherwise I will be forced to reject this complaint as unjustified. Thank you for your understanding. 

Best regards,

Petronela

Dear Patxi,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.