Silver Oak Casino - Player’s account has been blocked.

I've played at Silveroak for years. Spent a lot and won a lot. This is the first time I have tried to collect my winnings. I tried to make a deposit at a few of the sister casinos the same day and wasn't allowed to make a deposit. I received a message stating my privileges were revoked. Revoked at a lot of RTG casinos.

I have gone through the Hooyoo verification and sent requested documents several times. I have tried to contact every department several times regarding lack of response and to know what caused me to be revoked. Club Player... Same scenario but over $100.

Lisa

Dear Lisa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received an email about your "privileges being revoked" in this casino only or sister casinos too? Could you forward the email to petronela.k@casino.guru, please? Have you ever requested your account to be closed in any other sister casinos? Furthermore, please advise if any funds are being held by the casino. 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,

Petronela

I typed a long response and it disappeared. I don't think I received an email letting me know. I will look again. I'm willing to send you all emails to and from Silveroak. I don't know how to send Silveroak only... Several pages.

The only way I can think of would to give you my gmail password. I have nothing to hide. If you had all of the emails you can see deposit and withdrawals and all conversations. There are some messages where I have started withdrawals. I have never followed through with the process. I'm bewildered that they have blocked me.

Lisa

Dear Lisa,

Have you ever requested to be blocked from any of the sister casinos? Please understand that sharing your gmail password with me is certainly unacceptable.

I have no requested to be blocked at any casino. When Siveroak blocked me the sister casinos did as well

Thank you for your help.

Lisa

Thank you very much Lisa for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you. Should I file a separate case against Club Player ? Same scenario. $100

I really enjoy playing online. As I said... I've been playing for years and never collect on my winnings. I felt like they should give me a reason for blocking me.

I am still disappointed I can't play at those casinos.

Silver oak owes me $933.

I checked all of the terms and conditions before I made a deposit to play.

I really appreciate your help.

Lisa

Hi. I have emails with a few withdrawal requests and docs sent... Also asking for a reply. And reason they blocked me. I played on a no rules bonus, Crewpon, I way surpassed play through. They gave me my 100 free chip but I can't use it. Also, Silveroak and some sister companies owed me cash back.

Lisa

Hello Lisa.

Usually, this happens when the casino believes that you are fraud or bonus abuser. I am afraid that I can't help you anyhow without casino help. I want to ask Silver Oak Casino representatives to help me and explain what happened in your case.

How would one abuse a bonus ??? Its controlled by the casino and its rules. I am going to research how much money I have deposited at Silveroak and sister casinos over the years and never tried to collect my winnings. I'm sure the group has access to this information easily.

They didn't have a problem with me and my deposits for years. Now that I'm trying to withdrawal my winnings I'm blocked, ignored with no explanation. I have no idea what they are talking about as far as fraud and bonus abuse. Its crazy to me especially suddenly with no explanation after years with this group.

As I said "usually" I genuinely don't know what happened in your case, that's why we need assistance from the casino representative.

I understand. Thank you.

Hey Lisa, Petronela, Matej,

Unfortunately Lisa when your win was being reviewed for approval our security team discovered literally hundreds of accounts you had created within our network for the purposes of cashing and playing welcome chips. 68 in Silver Oak alone.

Our terms and conditions only allow one account per household per casino. Due to the extreme nature of the situation all of your casino accounts within our network have been suspended.

Best wishes,

Nick and Silver Oak

Thank you. I didn't realize. Probably when I was a newbie to online casinos. They didn't have any problem taking my money in deposits for years.

Ive been permanently disabled since 2014. Its been entertainment for years. Silveroak and Club Player have had no problem with me until I tried to withdrawal.

Anyone who pulled up my account sooo many times over the years should have told me and stopped accepting my deposits a long time ago.

I'm sure they have the information as to how much money I've deposited over the years. Its a lot. I would like to know when they claim to have discovered the problem. Had I known... Or remembered having other accounts i certainly would have cleared that up right away.

I am and have been aware, probably for the last year, the importance of only having one account.

I would like for them to provide total amounts of deposits including sister casinos over the last 5 years and when They realized the problem existed. I have spent a lot and so ALOT. I will research on my own but its at their fingertips.

I researched Silveroak and Ruby slots deposits. Total $2800 plus. I will supply the total including sister casinos. Someone had to have known along time ago and informed me. Quite a racket... Take deposits ... Several related casinos, for Years, mums the word, apparently, until I tried to make a $933 and $100 withdrawal. There's a lot going on at these casinos that seems so very wrong to me.

Now this isn't just about me. How many others and what reasons ?

I just wanted to withdrawal my winnings that Silveroak has come up with reasons to not pay me. I figure they will continue the song and dance.

I have found 12 sister casinos so far. I've played and deposited at all of them. The deposit total is considerable.

It doesn't ring true that all of the casinos were unaware that I had more than one account.

After the casino sent us proofs, it is clear that Lisa breached the casino terms and conditions. I know in some cases players could forget about an old account, but I found hardly believable that Lisa forgets on her 67 old accounts + much more across the group.

Lisa, the casinos make a check of your history when you make a withdrawal - that's why they discovered your multiple accounts only now. I understand that in this situation, you feel cheated, but please keep in mind that you cheated the casino first by abusing their bonuses and creating multiple accounts. I am afraid that they have full right to confiscate your winnings and close your account.

Wow. I understand they have to protect themselves. If they look at my deposits and how much I've won and never collected it should be obvious I just like to play. It was never about money.

It might be hard to believe that I had multiple duplicate accounts without knowing ... It would amaze you how smart buy yet how stupid I can be.

I guess I assumed, after knowing having duplicate accounts was not acceptable that whatever casino would have a process of realizing and letting me know.I wasn't intentionally trying to fraud against any casino or ever at all under any circumstance.

I miss playing at the involved casinos. Would it be possible to delete any extra accounts and start fresh?

Lisa

Dear Lisa,

For one second imagine that you are working in some company for many years, and now they finally decided that you would be an employee of the year. They are preparing the celebration for you, but as a part of it also document about how you built up a career and where you started. But while collecting these materials, they discover that you stole money from the company and committed several serious frauds during the first years in the company. 

So tell me - would you think they let it be, that they will give you an employee of the year title or fire you and call the police?

And that's your case. You are complaining that the casino didn't catch you soon enough and now you are respecting their terms, but this cannot undo what you did in the past.

Moreover, casinos are checking the players (anti-fraud check) during a withdrawal process, because it is less complicated and cost-effective. They do not run fraud tests across all the players over and over simply because they don't need to. They are focusing only on the most crucial process - withdrawals. 

But this field is continuously improving, and I hope one day there would be platforms which not allow you to register a duplicate account. We can hope that it would be soon.

Because of all the evidence provided from the casino, we are rejecting this case as "unjustified."