The player from Colorado had deposited and played in the casino. After his win, the payment was initially approved but then disapproved by a manager, and he had received no communication or payouts for 3 months, despite sending multiple emails. Additionally, the player's transaction history had been removed from the site. The player confirmed this had been his first withdrawal attempt and he had passed the KYC verification. However, he admitted to creating another account after the first one was not paid out. Upon learning this, we had informed him that most online casinos, including this one, prohibit players from opening multiple accounts. Therefore, we could not support his case due to this breach of the casino's rules. The complaint was eventually rejected as the player did not respond to further communication.
Silver Oak Casino - Player's withdrawal has been delayed and transaction history erased.
Amount: $250
Silver Oak Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
Basic and simple. I deposited money and played for a couple of months, probably dropped about $500 total. When I finally won, my payment got approved, then un-approved by a manager and nothing. Still waiting to hear something back, anything back. This was 3 months ago and I haven't received any money or any correspondence and I've sent about a dozen emails. (And today, after not signing in, in over a while, all my transaction history has been wiped clean from the transaction history tab)
Dear ajaxxx_0,
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. Do I understand correctly that this was your first withdrawal attempt? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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 ajaxxx_0,
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.
Yes it was my first withdrawal attempt. There was no bonus attached to my winnings and yes I passed the KYC verification
Do I understand correctly that you created more than one account at this specific casino?
Dear ajaxxx_0,
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.
Please note that most online casinos have a policy against players opening multiple accounts, regardless of the situation. I checked the General T&Cs and I found this:
"5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled."
I apologize, but if there were two active accounts created by you, we are no longer able to support you in this case, because you breached one of the main rules of online gambling by opening more than one account per casino. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you for your understanding.
