The Missouri player had encountered a delayed response and inaccurate credit from the casino when he attempted to withdraw $300 in winnings. Despite an email that claimed $339 in the account, the player reported that there was nothing there. The player's account had been verified and the winnings had been accumulated from bonuses. However, the casino had provided evidence that the player had claimed multiple no deposit bonuses consecutively without a real-money deposit between them, which was against the casino's terms and conditions. Consequently, we had concluded that the casino had acted in accordance with its rules, and the complaint was rejected.
Silver Oak Casino - Player’s withdrawal has been delayed.
Amount: $300
Silver Oak Casino
Safety Index:Above averageSafety Index
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6.8
Silver Oak Casino has a Safety Index of 6.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
Tried to withdraw 300.00 that was won. Took over two weeks to respond. Took my winnings and then sent email saying I have 339 in my account which is a lie. Now no response. 798013
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9 months ago
Hello Cloman62966,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Silver Oak Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Yes it was verifies on 12 11 2023. I talked to the casino on 01 02 2024 and then I have emailed them numerous times since January 18th I even sat on chat for 3 hours on Feb 8th. No response. I made a deposit and from bonuses is where my winnings came from.
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9 months ago
Thank you Cloman62966 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Hello Cloman62966,
I'm Michal and I have taken over your complaint. 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 the conversation.
Dear Silver Oak Casino,
Can you please provide some information regarding the player's withdrawal delay?
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9 months ago
Greetings all,
I had the opportunity to review the situation and the win and requested withdrawal are the result of combining two free bonuses on top of each other, only one free chip is valid between cash deposit/play sessions per the terms and conditions of the casino and combining two types of funds together result in what is called "mixing funds". Due to these reasons the funds are not eligible for withdrawal.
Supporting documentation has been forwarded to the casino.guru team for review.
Best wishes,
Nick and Silver Oak
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9 months ago
Thank you for the response and evidence Nick / Silver Oak Casino.
Dear Cloman62966,
We have received evidence from Silver Oak Casino that you have indeed claimed multiple no deposit bonuses consecutively without a real-money deposit between them, which is in breach of the rules I have mentioned above as well as this rule which is again clearly stated in the casino T&Cs:
RULES
No Deposit Bonuses (Free Chips, Free Spins)
17. 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.
Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. 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 this or any other casino, and we will try our best to help.
Best regards,
Michal
Casino Guru
