Silver Oak Casino - Запит гравця на зняття коштів затримується.

I am not able to receive my withdrawal that was requested although its clearly showing manager withdrawal there was no success. I tried to contact the website but yet to get a response

Dear OlemanG, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

The winnings was won on October 3rd and that is the time I started trying to withdrawl the winnings.

I have never tried to withdrawl before but at this time of withdrawal they asked of me to make a 12 dollar deposit so I did , only still for these guys to not pay money to my card what so ever.

Thank you very much for your reply, OlemanG. Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Can you explain to me what is the KYC verification , before I answer that question wrong...My winnings were from an active bonus, yes, but they told me I had to deposit 10 cryptocurrency ,so I did , and still wasn't able to receive any of my winnings ...it does show in my transaction history that they deposited it into something or somewheres but I have no idea where that's at even.

I did contact them on numerous occasions and they still have yet to respond to me after it being over a month ago .

Of course. Verification KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Have you provided any documents to verify your identity? Also, could you please post here (or forward me) a screenshot of your withdrawal/transaction history?

Dear OlemanG,

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.

I haven't gotten verified yet but am ready to do so whenever they choose to contact me . If I can verify myself here then so be it .let's carry in , shall we ?

I have my valid driver's license , my light bills, water bills,etc., also have my bank statements to verify my address if needed as well. Where do I attach my documents and also I will gather my screenshot of my transactions if it's still in my history .I believe after so long from what I seen on that website they erase the older transactions to allow the newer ones to show .beings mine had been back since OCTOBER 3rd I'm pretty sure it's not longer available,but will check on that for you guys .

I apologize, but we do not collect documents because we wouldn't be able to verify your account. Only the casino is qualified to do so.

However, I will now transfer your complaint to my colleague Tomas (tomas.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 OlemanG,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear Silver Oak Casino,

Could you please provide some information regarding the player's issue?

Thank you in advance for your cooperation.

Kind regards,

Tomas

Casino.Guru

Greetings all,

I had the opportunity to review the situation and unfortunately there is little I can do to assist here, the terms and conditions of the casino and the bonuses themselves only allow on free chip between cash deposits. Since there was more than one free chip consecutively the $100 maximum cashout amount of the free chip is not eligible for withdrawal.

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

Best wishes,

Nick and Silver Oak

Dear OlemanG,

The casino has provided evidence confirming that you have breached the terms and conditions of the bonus by repeatedly claiming free bonuses while having made no deposit in between. The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved.

The complaint will now be rejected.

I'm 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. We will try our best to help.

Kind regards,

Tomas

Casino.Guru