Silver Oak Casino - Player's withdrawal has been delayed by the casino.

I got a free chip email for $50 or $100, don't remember and the transaction of the coupon being approved is no longer there, I followed through the requirements and was up $105 and decided I would withdrawal when I tried doing so it said I had to deposit a minimum of $10 in Bitcoin to verify the Bitcoin address, so I deposited the $10 worth of Bitcoin same day on January 11th. Then on the 23rd of January I got a statement stating the withdrawal was denied by a manger then immediately after the manager put in a request for the withdrawal back in and then it was approved immediately by a manger and everything would have been fine except it never showed up in My account.. I messaged the support and the gave me a reference number and said someone would get ahold of me which they never did and I've tried emailing them 3 more times after with no response

Dear hannahhylemon21,

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 made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Do I understand correctly that the withdrawal request is marked as approved in your casino account? If possible, please post a screenshot of your withdrawal/cashier history here in this thread.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear hannahhylemon21,

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.

This would be my first withdrawal with them and yes I do believe the verification is passed. It was denied then a manager put in a request that was approved.

Thank you very much for your reply, hannahhylemon21. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, hannahhylemon21, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi hannahhylemon21,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Silver Oak Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's withdrawal request hasn't been processed?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you I appreciate it! What happens if they don't respond?

Greetings all,

I had a chance to review the situation and it appears the funds in question are the result of a win on the 6th consecutive free chip without cash deposit until the verification deposit after the win. Per the terms and conditions of the casino and the free chips themselves only one free chip is valid between cash deposit/play sessions. Unfortunately in this case there isn't anything I can do to assist. The account confirmation deposit was placed back in the casino account as cash and played to zero, there are no withdrawable funds in the account.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Silver Oak

Thank you, Silver Oak Casino.

Dear hannahhylemon21, I've just checked the files the casino sent to me, and it seems you indeed requested a withdrawal of the money that was coming from the usage of consecutive free chips. I've looked through the terms of the casino (https://www.silveroakcasino.com/terms-conditions/) and it states that players cannot redeem multiple no-deposit bonuses:

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

According to the casino representative, the last deposit of $10 you made to request a withdrawal was returned to your balance.

Considering all the information we have gathered, we cannot punish the casino since it has acted following its terms and conditions. Please, always make sure that you have read the general promotional terms and rules before playing with bonuses to avoid situations like this. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia