Silver Oak Casino - Player encountering withdrawal issues with casino.

I won $161 and when I met the playthrough I tried to redeem it. They made me open a coin wallet only for litecoin which I did and they didn't pay it. 1 hour later they had wire transfer and check as options to redeem bit it wasn't there when I redeemed. I've contacted support several times and got two repeat standard email with a ticket number stating they would get back to me in 82 hours. This happened on March 30.

Dear terriidenticorpid,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear terriidenticorpid,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional player's comments:

I don't know why you did not receive my responding emails. I finally heard from silver oaks. And they told me that because I had several bonuses without depositing, they would not redeem the money. This is not factual. This was the initial bonus. I had never received any other bonus. And I got through the play through and they just did not pay the money. They took the 161 and they've not responded to the emails. I sent letting them know that that was not factual. I would just like it to be on the record. That silver oaks also is rip off

Hi terriidenticorpid,

Thank you very much for getting back to us.

• Could you please advise when did you open your Silver Oak Casino account?
• Please forward screenshots of your bonus and cashier histories to petronela.k@casino.guru or attach them here with your reply.

Looking forward to hearing from you.

I'm sending email with screenshot

Screenshot from the player:

Hi terriidenticorpid,

• Could you please advise when did you open your Silver Oak Casino account?

Thank you.

The screenshot I sent has all the activity including when I opened the account. Did you need more than that?

Thank you very much, Splitaway, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 in the near future.  

Hello Splitaway,

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.

We would like to invite Silver Oak Casino to join the conversation.

Dear Silver Oak Casino,

Can you please double-check if the disputed winnings originate from one of the no-deposit bonuses without a real money deposit between them? The player stated that these winnings are from the initial bonus and that they have not received any other bonus.

I still have had zero response from them after stating the multiple bonus lie.

Greetings all,

I had the opportunity to review and audit the situation and I'm afraid the win in question was on the 3rd consecutive free chip without a cash deposit to separate them. Per the terms and conditions of the casino as well as the free chips themselves there must be a cash deposit/play session between free chip redemptions to be valid. In this case the funds in question are not valid for withdrawal.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Silver Oak

Thank you for the response and evidence Nick / Silver Oak Casino.

Dear Splitaway,

We have received evidence from Silver Oak Casino that you have indeed claimed multiple no deposit bonuses consecutively without a real-money deposit between them, which is in breach of the rules I have mentioned above as well as this rule which is again clearly stated in the casino T&Cs:

RULES

No Deposit Bonuses (Free Chips, Free Spins)

17. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru