Silver Oak Casino - Запит гравця на зняття коштів неодноразово відхилявся.

I hit a jackpot playing neon7 for $500. I kept playing until I lost about half of that and then randomly the casino removed over $200 from my account and left me a balance of exactly $100 because I was using a no deposit bonus and I understand that this is maximum allowed withdrawal for this. So back on July 15, 2023, I requested a withdrawal and I had to verify my account and part of it was having to make a crypto deposit to my account for verification of ten dollars which I did and the following day it was cancelled and not by me. So I go to request again and this time there are more than just the coindraw option for withdrawal so I select the Bitcoin wallet and request withdrawal of$100.03 and then on July 25,2033 it says that the manager denied request. Then it says that the manager requested withdrawal and right after that it's successful manager withdrawal. It's been well over the approximately two weeks they claimed that a withdrawal process would take on their website and I have not received anything. I've tried calling and the line is always busy. Tried emailing and no response to multiple emails. The 24 7 chat option is not even available. I only bothered going to this site because I saw it was rated above average on this website and I am disappointed to say the least. I would appreciate any help you can give me to recover my winnings of $100.03

Dear bjd805breelz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Silver Oak Casino.

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

Do I understand correctly the $500 balance was achieved with a no-deposit bonus?

Could you please post screenshots of your transaction history to this thread? Alternatively, send me the information to my email at tomas@casino.guru

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,

Tomas

Thanks for your message.

I checked the screenshots and can see you redeemed coupon '30CHIP' last back on the 15th of July. This was followed by a deposit of 13 USD the same day.

Could you please confirm this was your last successful redemption of a no-deposit bonus before the 100.03 USD was removed from your balance?

Dear bjd805breelz,

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 that is accurate

Thank you very much, bjd805breelz, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you bjd805breelz for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Silver Oak Casino for their help in resolving this complaint. We would like to know why was this withdrawal denied and if we can do anything to help resolve this issue.

Thank you!

Greetings all,

I had a chance to review the situation and in this case the withdrawal request was denied due to multiple active accounts and multiple free chips with no subsequent cash deposit, the terms and conditions of the casino only allow one active account per player or household and only one free chip is valid between cash deposits. In this case there is unfortunately little that can be done to assist.

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

Best wishes,

Nick and Silver Oak

Dear bjd805breelz, Nick has provided us with evidence of multiple free chips without a deposit and therefore we will not be able to help you with this issue. I am sorry we could not be of more help on this occasion.

Best regards,

Peter