Silver Oak Casino - Player's withdrawal is delayed.

I used a bonus and played the required playthrough. I won 842.00. I was denied without given a reason. I’ve tried to reach chat which does not exists. When tried a pop up to email them is the only option. I do not recommend this because it doesn’t seem to be real because it gives you no history of being sent. After emailing help@silveroakmail.com several times I finally got an email from a person who said

My name is Calvin Graddy from the Courtesy and Concierge Team at Silver Oak. I am following up on your withdrawal request.

I am sorry to inform you the withdrawal request has been denied because you have not confirmed your payout method with the required details. 

The funds have been redeposited to your casino account. 

ok so I got nothing asking me to confirm anything and this withdrawl is in bitcoin. I did a second withdrawl of 660 on 10/23/23 I did this before seeing the email thinking maybe they denied it because of the size which I’ve had happen before. 

There is no way to speak to this casino any other way then e mail. I’ve e mailed several times it has now been several days passed they’re "business days" and nothing has been approved.

i should add that I have emails stating that I’ve completed all the required documents so that is not an accuse that I expect to see and I have records of everything I’ve stated here.

1346/5000

Dear cbz2f6pww6,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you received any response regarding your withdrawal after November 3rd from the casino?
• Is the withdrawal request still shown as 'pending' in your account?

Thank you very much in advance for your reply.

Best regards,

Tomas

No I have not heard anything and yes it’s still pending.

Just an update… still have not heard anything.. still pending.

Hi today is November the 8th I finally got a message saying that it was approved. I’m hoping that they stick to their terms and conditions and pay with in the time frame, I will keep you posted and I want to thank you because I honestly believe that this is because of your help.

Now it seems this casino has vanished I can’t get the site to even open

Thanks for the update.

We acknowledge some of the casinos from this group were temporarily offline according to many recent complaints, however, at this time, the website seems accessible. Please let me know if the issue persists.

It seems to be accessible however I’ve not yet been paid. I also have two other pending withdrawals at sister casinos. One is approved and it’s been 10 "business days" on Monday and they have not paid and the other one is several passed the time limit in their rearms and conditions and can’t get a reply. Needless to say I will never play at this group and will do my research before I put my money in.

Just an update they still haven’t paid me

Another update

still no word or nothing, the last time they have even bothered to e mail me was on the 3rd of November and it’s now the 18th.

Thank you very much, cbz2f6pww6, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, cbz2f6pww6!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

It’s now the 20th and that means it’s passed their timeframe in their rearms and conditions and I have not been paid yet, this is so frustrating, especially since they stick so close to their terms and conditions when it benefits them but when it’s the other way around they don’t look out for the players at all. Not to mention the first request that I put in was weeks before this one, when they denied me, and never even give me a for a reason. Anyways, so I guess this is just an update still nothing thanks

Greetings all,

I have reviewed the situation and will see what can be done to assist.

Best wishes,

Nick and Silver Oak

Thankyou I have received the deposit.

cbz2f6pww6, have you received the disputed sum in full?

I received 500

cbz2f6pww6, I need some clarification. The disputed amount of the complaint is $660. In the first message you have mentioned that you had ben trying to withdraw $842 and now you have received $500. Do $500 equal to the amount of the deposit you had made before receiving the bonus? If yes, do you have any clue on why have you received only $500 and not $842?

Dear cbz2f6pww6,

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.

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

The player can reopen this complaint at any time.