Silver Oak Casino - Player’s winnings haven’t been received yet.

Hello, I was issued a Loyalty reward of a $100 after wagering the required amount to withdraw $200 which I did. I made a withdraw request on 09/09/2024 with no update on my request I contacted customer support for an update on 09/16/2024, at that time i was told by a customer support agents that i needed to provide my bitcoin address again an after that she was going to escalate my withdraw request. It's now 09/22/2024 I have yet to get an update regarding my $200 winnings. Their time frame on bitcoin withdraws on their website says fastest payout is not true at all its been almost 3weeks and I still have no winnings or update. I just want my winnings of $200 after i received my money i will be done with Silver Oaks Casino.

Dear goldengee687,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

ok thanks

Dear goldengee687,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, thank you get back to me. As of Today no their has not been any updates I contacted the Casino yester just for an update i was told to keep checking my account i would have an update soon.

Hello is there an update?

Thank you goldengee687 for all the information provided so far. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear goldengee687,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Silver Oak Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Silver Oak Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Greetings all,

I reviewed the account and it appears all the necessaries are in place for payout, including an approved withdrawal as of yesterday. I have forwarded the transaction directly to our payouts department and hopefully we will see some movement shortly.

Best wishes,

Nick and Silver Oak

Dear Nick and Silver Oak Casino,

Thank you for the valuable update and for escalating the player's issue.

Dear goldengee687,

As the payment should either be processed or is expected to be processed shortly, I kindly ask you to confirm once your winnings have been received in your account.

Thank you for your cooperation.

Dear goldengee687,

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.

Dear goldengee687,

Could you kindly confirm whether you have received your withdrawal?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo