Complaint #21 Silver Sands Casino

Self exclusion request nor honored

By Andrew K.

7 years ago

I’ve been registered with silversand casino for a week, I’m aware I have a gambling problem so after losing around £400 last week I went on live chat to be self excluded, I was given an email address to which I sent an email to, I heard nothing back,
I then tried logging in yesterday and sent another email still nothing. Today I had a weak moment and lost a further £350. How in this day and age can they not action an email or even respond. Live chat is non existent.

Regards

Disputed Casino Silver Sands Casino

Reason Other

Discussion

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Silver Sands Casino Complaint Stats

Resolved 3 / 5

Avg. Amount $1,671

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Silver Sands Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Silver Sands Casino Complaints

See all complaints for this casino

Silversands not allowing me to withdraw money

9-3-2022 Deposited R5000 via EFT in my Silversands casino Account

9-3-2022 Played video poker to the wager amount of +- R850

9-3-2022 Deposited bitcoin to the value of R20700 into my account

9-3-2022 Silversands casino made a mistake and deposited R27000 into my account

9-3-2022 I requested a withdrawal to the amount of R31802

9-3-2022 My withdrawals were rejected and I was asked to please send an updated copy of my id which I did

9-3-2022 Silversands made a withdrawal from my account into their account to the sum of the mistake made u them of R6300 which is the R27000 (incorrectly allocated) - R20700 (correct amount that should have been credited.

9-3-2022 After this I did not have the option anymore to request a withdrawal from my account, I ended up calling support and they advised me that as part of their anti money laundering policy I would have to wager the full amount of money that I 0have added into my account before they will release my funds. I rejected and told them this is illegal and they do not have the right to force me to wager any of my money before taking it out, this landed on def ears and all that I was told is this is a decision that was made from the accounts department and that their decision is final.

10-3-2022 Desperate to get access to my own money I started wagering and playing roulette, I won a couple of hands but also lost a couple of hands in total after playing through the full amount of R25700 and losing almost R1500 I finally felt relieved and that I will now have access to my funds.

11-3-2022 I emailed them again and asked them to release my funds as I have wagered the amount required in order to access my funds.

11-3-2022 They advised me that I now have to wager this amount again in slot games before I can have access to my funds.

This is illegal and I want to get access to my funds please help me, I have given them 24 hours to release my funds if they do not give me access I will also be opening a case of theft against them.

On the pictures attached you will see that I no longer even have the option to request a withdrawal in my account under cashier.

Unresolved

₹25,700

Withdrawal of €250 Unfairly Declined

Hello, account name Oleg57, I played the tournament and won 297 euros, I didn't use any free bonuses and made a deposit before I received this winnings. I made withdrawal request of 250 euros and my positive balance was 55 euros but they declined to pay me out my winnings. And the reason is that I didn't make any deposit before. Firstly, yes, I did the deposit before. And secondly, reading their T&C I can't find the information that I need to make any deposit before making withdrawal from the tournaments. So, they stole my money. That's it.

Resolved

€250

Won't pay out our winnings

My wife to be wanted to try playing online for real money. So she loaded and amount of about R1000 in total 50 to 100 at a time. Using our credit card which is in my name when she got the hang of it she managed to get it up to about R1200 we were over the moon so I said let's cash out and we do it again. So we did everything Paxson marketing requested about 3 weeks later Paxson send an email saying they are not paying out winnings do to the fact that that the profile name and card name are not the same. We live together and have kids. I can prove it with a utility bill. I think this is such a cop out not to pay. This greedy company paxsons marketing Ltd is not everything they make out to be. Please could you assist me on what I can do or what options have I won't just let these crooked people do this to us. Please ask gambles what can I do

Resolved

R1,200

Still waiting for my delayed payout

I requested a payout for 10x R10 000 ZAR, which equals a payout of R100 000 ZAR. This amount is the maximum allowed cash out amount per week. They have verified the win and received and verified all my personal documents I emailed through and then allowed me to continue with the cash out. They told me it takes 2 days to process my payout. It stood on "requested payouts" for 2 days. It's now been more than 48 hours. And my payout status is still sitting on "under review". Why hasn't it been processed in 2 days as they advertise on their website and everywhere online? It should have been completed already. I'm very unhappy with this service received. It's now past the 2 days payout process they offer. I want it sorted out please. Many thanks. I would really appreciate a fast response.

Resolved

R100,000