Silver Oak Casino - Player's withdrawal is partially confiscated.

I played with Free chips offered by this casino. I finish the playthrough and also reached their minimum withdraw requirements, which is 100 US dollars.

The customer service told me I have to make a deposit and also finish the verification of ID. So I did both. I made a 25 $ deposit through crypto and provided all the documents they ask for and applied for the withdrawal again.

After many days, they issued 8 US dollars to me and the rest $92 was issued by the manager but was not sent to me. I do not know who took the 92 dollars.

I reached the customer service of silver oak, and they issued me two tickets in several days and asked me to wait for their response. But nobody has ever contacted me about this.

The attachment is the transaction record and email interaction between silver oak and me.

Dear bobao0818,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation what caused the delay?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually 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

Thanks for the reply. It is not pending. They just paid 8 instead of 100. They have issued two tickets when I emailed them. But nothing happened after it. Nobody has replied the email.

Could you please advise if you redeemed any free bonuses from this casino in the past?

Hi,

Thanks for the reply. This casino sent lots of promotional information. I think whether I redeemed any free bonus is irrelevant to the case that I am complaining about. In this case, I followed every instructions given by them. I finished the playthrough, I made a deposit using my crypto wallet, they checked my ID and asked for my photo etc. I do not think there is any reason for pay me 8 dollars while taken the 92 dollars. It is not all about money. It is about follow the same rules that both sides agreed on. If they can pay less for no reason, can players ask the casino to return their deposit if they lose?

It is important to clarify if you redeemed any free bonuses in the past as the casino doesn't allow redemption of consecutive free bonuses. Please see the terms and conditions (here):

RULES

No Deposit Bonuses (Free Chips, Free Spins)

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.

Please forward a screenshot of your bonus history to petronela.k@casino.guru at your earliest convenience. Thank you.

Dear bobao0818,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.