Silver Oak Casino - Player’s withdrawal has been delayed for over a month.

It has been over a month and they still have not approved my payouts and I don't know what to do no 1 there will help no 1 there cares I want to get my money out I hope you can help me

Dear Max,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Was your account successfully verified or have you received any payments from this casino in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is really a long time.

However, 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 use Bitcoin to make my deposits and to receive my withdrawals and no I have never received a withdrawal from Silver Oak Casino and yes my account was successfully verified

Thank you very much, Max, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.

Hello Max, 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 this conversation and participate in the resolution of this complaint.

Thank you Adam for your help I really appreciate it this has been ridiculously long in being processed

Hey all,

I can see that two of the payments were issued via Bitcoin on the 12th of January, I've checked the account in Blockchain Explorer and appears they arrived safely.

I'll see what can be done to get review/approval and payout on the last withdrawal request for you.

Best wishes,

Nick and Silver Oak

Thank you very much for the update, Nick and Silver Oak.

Dear Max,

Can you please confirm you have received the two payments mentioned?

Yes Adam I did receive that one payout from Silver Oaks casino on 12 12 2022 waiting on the other payout thanks for your help

Hello Max,

Thank you for confirming, we will keep the complaint open until you have confirmed receipt of all payments. Please continue to keep us updated.

Good morning Adam the last payout was right in line with the rest of the payouts and I don't understand why they don't just get it done and get it into payout status it's just like they did got this one pay out and they're just going to hang on to it why don't they just get it done I don't know maybe you need to check with Silver Oak Casino again it's been a few days should have been done anyway thanks Adam

Hello Max,

Has there been any progress with your payments?

Hello Adam thank you for all your help they sent me another payment of 399 I think and that's not right that means I only got around $700 and I made 1300 and they're really cheating me making up excuses for not paying me the rest if there's anything that you can do I would appreciate it you guys are great

Thanks for the update Max.

Dear Nick and Silver Oak,

Could you please provide some information regarding the status of the outstanding payments?

Yes payouts that should be paid that were denied it's not right

Yes Nick and Silver Oak Casino I would appreciate you showing Adam and I wiped the rest of that money was declined I'm going to be very interested to find out

Greetings all,

Firstly I'd like to clarify that according to the terms and conditions of the casino deposit bonus cash is given to the player to improve their enjoyment and chances of winning but these bonus amounts are non-cashable. If you lose it, it's gone, it was a bonus. But should you win on it the deposit bonus amount is removed on approval of the requested withdrawal.

The first deposit request for $300 was on a cash deposit using a deposit coupon giving an additional $148.50 to play and win on, the second request for $320 was on a cash deposit using a deposit coupon good for an additional $263 (which after bonus removal would not have been enough to cover the minimum withdrawal of $100), the third request for $500 was on a cash deposit using a deposit coupon good for an additional $148.50, the fourth withdrawal request for $400 was on a cash deposit using a deposit coupon good for an additional $198.00.

The withdrawal request for $320 was cancelled by the player and played (it would have been returned to the account to complete the minimum withdrawal requirement had it not). $150 was requested from this amount which was cancelled again, played and won upon with a withdrawal request for $499.

The withdrawal request for $300 was cancelled by the player and played to zero.

That leaves us with 3 total withdrawal requests making it to review/approval, one for $499-$263=$236 total approval, the 2nd for $500-$148.50=$351.50 total approval, and the 3rd for $400-$198=$202 total approval all of which have been paid in full and confirmed via Bitcoin.

I understand this is a bit of story to follow but I've done my best to break it down for you as simply as possible given the complexity of the situation. The bottom line is the proper amount was disbursed and arrived safely with the player.

Best wishes,

Nick and Silver Oak

Thank you, Nick and Silver Oak, for the detailed explanation.

I have also found in the casino terms and conditions regarding deposit bonuses:

"12. Unless specifically stated otherwise, bonus amount is always considered non-cashable and will be removed from the amount of your withdrawal request. E.g., if the Player receives a bonus of $100 and later requests a $390 withdrawal, the $100 bonus will be removed, and the withdrawal will total $290. Withdrawal requests made for less than the bonus received will be denied and returned to the Player's account."

Dear Max,

Does this seem correct in regard to the amounts you have received?

No choice thanks nick,adam

Hello Max,

Can I just confirm you are satisfied that the matter is now resolved?

Dear Max,

Could I ask you to please clarify the above is correct? If you do not reply within the set timeframe this complaint will be rejected.

Thank you Max,

I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.