Silver Oak Casino - プレイヤーに問題が発生しています。

All I ended up receiving back was 15$ which was not the deal at all

Dear rmacbozzinit,

Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need more information. Could you please elaborate?

I will be patiently waiting for your reply.

Best regards,

Kristina

I don't know what you want me to tell you. I sent you pictures of the proof but I end it up. Getting a bonus for $13, and I had to do the wager. I did the wager and I ended up getting up to like 1200 or $1500. I ended up trying to catch out 800 so. In turn, I would in reality get a 100 because that it was like the max cash out and I had you deposit a $10 minimum. So I deposited 15 to verify account or whatever? And then I did that, and in doing that it was able to confirm my withdrawal. And then it send me back my withdrawal. And it was only the $15 that I had just deposited, not the 800 I. Try to catch out, but on the site. It says that there was an 800 and then $245. Request to cash out by the manager plus another 15 requested cash out by the Mat manager or withdrawal. So how does any of that make sense? They were supposed to give me the fifteen plus the hundred dollar cash out in all reality

So what's the hold up.

Thank you very much for your reply, rmacbozzinit. Have you tried contacting the casino regarding this issue? Could you 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.

And still no response

Hello

How long does this usually take?

Thank you very much, rmacbozzinit, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Okay so now what?

And thank you for making an effort to help me resolve this. Because this whole thing is just rude really. I can't stand liars and fakes.

Hello, rmacbozzinit,

I am sorry to hear about your trouble and sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Silver Oak Casino team,

Could you please explain the player's situation in more detail? What happened there, and why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you so very much. And does this ever work tho because they have since never responded back to me. So.... if they don't respond back to you will there ever even be a resolution?

Yes, it usually works. However, if there was a breach of the casino's rules/bonus rules and they can prove it, I am warning you in advance that you should count on the option that you will receive nothing from the disputed funds. However, it depends on a particular situation, circumstances, rules and their application, details/evidence from the casino, etc.

Greetings all,

I have reviewed the situation and unfortunately only one free chip is valid between cash deposit/play sessions. In this case we have 10 consecutive free chips with no history of deposit previous to the confirmation deposit of $15 which has been refunded. The maximum cashout of $100 would not be eligible for withdrawal.

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

Best wishes,

Nick and Silver Oak

Be that as it may I still won it and it said that if I deposited the 15 to verify myself it would send me my cash out I don't see how that's fair at all!

Dear rmacbozzinit,

After gathering all the necessary information and data, we are closing this complaint as unjustified due to breaching the casino's bonus terms and conditions - unfortunately, even though it would be the best option if casinos had such rules enforced by the system, it is not an industry standard. All players are obliged to read the terms and conditions and comply with them, and you accepted them upon registration. According to the casino's rules, each player has to make at least one deposit between no-deposit bonuses, and this condition was not met. You can find the applied rule HERE - section RULES - No Deposit Bonuses (Free Chips, Free Spins), point 18.). In addition, casinos can limit their bonuses as they see fit, and we are talking about free money given by the casino. If the casino offered only free money to its players, which would mean the players could only win and withdraw the winnings, it would not make sense to provide its services at all. Therefore, and since it is not against our Fair Gambling Codex, we accept the casino's decision. You are not entitled to the disputed winnings because the data clearly shows that you claimed several consecutive no-deposit bonuses without making deposits between them. Since your deposit was returned, the casino acted in accordance with its terms and conditions.

I am 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 are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Nick and Silver Oak, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru