Silver Oak Casino - Player’s deposit has never been credited to her account.

I sent a zelle payment of $58. I had forgot to include a "uts-#" on the payment memo note and they didn’t credit me for it.

I contacted the casino support right away and they acted like they could not locate or confirm that they had received the payment. 

which is a lie because it time stamped and it from the same bank account name and it was for a specific that was different than all the other payments and the payment has it’s own confirmation number. 

******In the screenshot it is my zelle account transactions.

The pink circled is the "uts-#" that the casino instructs you to add to each zelle payment in the memo section.

the yellow highlight is the payment that wasn’t credited for. I forgot to add the UTS number (ljke the payments above and below.)

the transaction directly above the yellow highlight was me requesting my money back from the recipient of the casino.

Dear 57m5m98j9r,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your deposit has not been credited to the casino account? If that is the case, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Kristina

Okay thank you. So I’ll just contact the casino myself and have them work on the situation? Or my bank(zelle/pnc bank).

yes I’ll keep posted with any updates thank you

Greetings all,

I can't see the screenshots in question but perhaps Kristina can send them to me, I'll have it reviewed and if the payment is valid I'll see what I can do to get that credited for you 57m5m98j9r.

Best wishes,

Nick and Silver Oak

Hello everyone,

Thank you both for your replies.

57m5m98j9r, do I understand correctly that you have created more than one account at this casino? I would like to emphasize, that the vast majority of casinos prohibit players from opening more than one account. Could you please advise if you have already contacted the payment provider as I suggested in my first message?

Nick, the screenshot 57m5m98j9r posted here is the only one I have. Is there any chance that you could check the transaction based on this picture?

It does not matter what anyone has to say in any complaints. This site along with everyone else does not have the power to resolve anything the casinos do.

but the casinos that do reply are really nice to do so. But in the end I believe it is the payment processors that are causing the problems and the casinos cannot do anything about it because they are two different entities.

I think the payment processors do not like me because of some chargebacks that were awhile back....

I wonder how much it costs to start an online casino

57m5m98j9r, I would like to emphasize that if you believe that the payment processor is responsible for your problems you should find the solution with them and not the casino. In case the casino has not received the deposit, the payment provider should be able to trace it and return it back to you.

Sorry. I cannot reach the payment provider. I have requested a refund directly through zelle for the amount I was not credited and they did not respond.

Could you please forward any relevant communication between you and the payment provider to kristina.s@casino.guru? Also, I would like to ask you to provide a screenshot of your cashier/deposit history. You should be able to find this in your casino account.

Lastly, if there is any relevant communication between you and the casino, please forward it as well.

Dear 57m5m98j9r,

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.

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

The player can reopen this complaint anytime.