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On October 26th, 2020 at 5:45 p.m., I won the jackpot of more than $ 21,000.00 in one slot.

The contribution was also assigned to my account (screenshot), on October 27th, 2020 at 00:09 am, during my further game to complete the sales criteria, $ 21299.00 was withdrawn from my account and booked as a withdrawal (screenshot).

My attempts to make a deposit (even before winning) in order to make a payout in the event of a win, I got a permanent ERROR message.

I immediately contacted support but only received a confirmation of my report.

Even if the entire amount cannot be paid out to me, it is even more incomprehensible to me that a "withdrawal", to whoever, in the amount of $ 21299.00 was carried out by the casino.

My guess is that an employee made the payment to himself or to a straw man.

I am available at "***@mail.de" (registration) for further information. I sent my details about my data and address directly to the casino in order not to generate long-term communication but to establish clear honesty in my view and customer activity.

Am 26.10.2020 um 17:45 h, gewann ich den Jackpot von mehr als $ 21000,00 in einem Slot.

Der Beitrag wurde auch meinem Konto zugeordnet (Screenshot), am 27.10.2020 um 00:09 h wurde während meines weiteren Spiels zur verfollständigung der Umsatzkritärien $ 21299,00 von mein Konto eingezogen und als Withdrawal verbucht (Screenshot).

Meine Versuche eine Einzahlung vorzunehmen (schon vor dem Gewinn) um auch im Gewinnfall eine Auszahlung zu tätigen bekam ich dauerhaft eine ERROR Meldung.

Ich habe sofort den Support kontaktiert jedoch nur die Bestätigung meiner Meldung erhalten.

Auch wenn nicht der gesamte Betrag an mich ausgezahlt werden könne, so ist es mir noch unverständlicher das ein "withdrawal", an wen auch immer, in Höhe von $ 21299,00 vom Casino durchgeführt wurde.

Meine Vermutung ist das ein Mitarbeiter die Zahlung an sich selbst, oder einen Strohmann getätigt hat.

Um weitere Informationen zu erhalten Steh ich unter "***@mail.de" (Registrierung) zur Verfügung. Meine Angaben zu meinen Daten und Adresse habe ich direkt an das Casino gesendet um keine langfristige Kommunikation zu erzeugen sondern klare Ehrlichkeit in meiner Sicht und Kundentätigkeit festzustellen.

Dear Stefan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have accumulated your winnings from a free/sign up bonus? I have checked the general bonus terms and conditions, and this is what I found https://www.silveroakcasino.com/terms-conditions/:

"Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Please understand, that completing wagering requirements doesn’t necessarily mean that your withdrawal is confirmed and will be processed. All the requested withdrawals are being checked manually and if you have redeemed any promotional offer, the entire bonus session is audited for any terms of use violations. Afterwards, all the winnings are adjusted according to a maximum cash out, and that’s what happened in your case.

Let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Stefan,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, 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.