Silver Oak Casino - Player's not able to access his account.

Hi sure hope you guys can help anyways I can't seem to login to the silver Oaks Casino account everything seem to find until that made me sign up with in inclave. So anyway when I sign in login it takes me to a page which says something bad has happened and I can never get into the site.

Dear bobzblindz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise when exactly you noticed that you are not able to log in? Would you be so kind as to post here the screenshot of the page you see right after you try to access your account?

Have you tried contacting the casino regarding this issue?

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,

Kristina

Hi Christina it is been all of a week since I've been able to get into the site. we were in the process off sending documents to get out the money which was in their $1400 dollars it's not so much about the money Christina it's just weird. I will send you a photo of the page it comes up saying something bad has happened and any other progress that I can do on myself but I just cannot contact help at silver Oaks Casino dotcom won't answer cashier silver casino.com wont answer the phone number doesn't go through yet when someone else has got a site and account there we've managed to open it and play, no problem they went through inclave as well I'll send that photo thanks.

Thank you for your reply, bobzblindz. Do I understand correctly that NZ$1,400 is currently being held in your account? Have you accumulated these winnings with or without an active bonus?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or post it here. Thank you in advance.

It was part of a welcome bonus where i believe the wagering had finished. In my account it said bonus amount o.oo

balance amount $1400

And when i asked the online assistant the total value to withdraw was $1400

Originally i had the amount available to withdraw at $2200 but played it down.

I was in the process of proving my identity and bankcards when issue happened.

I am still receiving bonus invites from site

Thank you very much bobzblindz for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Thank you very much for your assistance. That's funny but it looks like that even on your site there's been a few people complain about the same thing and especially with the silver Oaks which is a real pain so let's just see what happens thank you very much

Hello bobzblindz,

I will assist you with the complaint from now on. I went through the details of the case and will do my best to help you.

I would like to invite the representative of Silver Oak Casino to join the conversation in order to help us resolve the issue.

Silver Oak Casino,

Can you explain why bobzblindz can't access the casino account and what can be done about it? Can you assist bobzblindz in successfully completing the verification process and withdrawing?

Greetings all,

We have two separate issues here. The first being that the winning deposit itself was refused by the depositing bank and thus never collected by our system. We credit deposits immediately for the player's convenience however they must first go through our 3rd party payment providers, we were informed by them after the fact of the inability to collect the transaction voiding any subsequent win.

If you can provide documentation to the contrary bobzblindz I will be happy to look further into the situation for you however it is listed in our financial system as a "collect refusal" which means the issuing bank declined the transaction.

The second issue is for logistical reasons we can no longer accept players from New Zealand, it is unfortunate but at least for the time being we are closing the accounts of our New Zealand based players, this account among them.

If there had been a legitimate win or any form of unfinished business with the account we would of course have honored the win and completed all transactions before account closure however in cases where there are no deposits or outstanding obligation they are being automatically deactivated.

I hope this clarifies things.

Best wishes,

Nick and Silver Oak

Hello all,

Thanks to Nick and Silver Oak for the explanation.

Bobzblindz,

Is the explanation from the casino representative accurate? Did your bank decline the transaction when you tried to deposit in the casino?

Dear bobzblindz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

No, transaction was accepted by my bank.

Hello Bobzblindz,

thanks for the reply. Do I understand correctly that funds didn't return to your bank account after you attempted a deposit in the casino? Will you be able to provide the casino the proof of that?

Dear bobzblindz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hi, can you remind me of date transaction was made, and or there details in my bank please.

Thanks for getting back to us bobzblindz,

Nick and Silver Oak Casino,

could you provide us with a reference that bobzblindz should search for to identify the correct transaction, please?

Hey all,

The deposit was credited to our system on June 22nd, 2022 10:23:43 PM US Eastern Standard Time in the amount of $30 USD.

Best wishes,

Nick and Silver Oak

Hello all,

Thanks to Nick and Silver Oak Casino for the assistance.

bobzblindz,

have you managed to locate the transaction? Can we consider the issue resolved? Please let us know. Much appreciated!

Dear bobzblindz,

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.

Hi, is the account name Aztec winz nz Guernsey.

Hello all,

I apologize for not replying sooner.

Nick and Silver Oak Casino,

could you please reply whether it's the correct payment reference? Much appreciated!

Greetings all,

The transaction referred to would not be related to this case, to Silver Oak, nor any of our sister casinos.

Best wishes,

Nick and Silver Oak

Hello all,

Thanks for the cooperation to Nick and Silver Oak Casino,

bobzblindz,

Have you contacted your bank and inquired about the transaction being returned later? Please let us know.

thanks thomas. close query

We’ve rejected this complaint as per the player’s explicit request. 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 any other casino. We are here to help.