Silver Oak Casino - プレイヤーのアカウントがブロックされました。

Hello. I have been revoked by casino group ACE REVENUE/VIRTUAL GROUP from my casino accounts and had active withdraw request. I had won 3 Xmas bonuses amongst 3 seperate casino sites of this group. I have had these accounts for many months without issue. Suddenly upon having won and made a request for withdraws totaling $34,800 in total that my VIP status was removed and followed abruptly with complete account closures. I was given only a general pre generated reason when I contacted support. I wad also told without any specifics that my account was associated with known fraudsters. I have no association I am aware of and they wont say whom these individuals are they speak of. I found out about their casino brand through a neighbor who plays at their casinos. Beyond that I have no clue. If they are referencing my neighbor how does that have any bearing on me regardless? I have no clue what other players may or may not have done within their casinos. I simply signed up and played fairly. No issues accepting my numerous deposits or any issues at all until these wins were requested. Mind you they didn't even return my deposits made throughout my time playing. This is wrong and there has been no collusion nor fraud on my part, NONE AT ALL!! I woukd like to not only be paid my fair winnings, but would also like this direct association they speak of and specific reasoning. As I am sure if even true can be explained. Thank you for your time and consideration in this matter. Kindly Nancy F****

Dear nancyfurne816,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hello Petronela,

Thanks again for taking the time to read my complaint and respond back to me.

Hello Pdtronela,

Thanks again for taking the time to read my complaint and respond back to me. It would appear on October 16th, 2022 is when most of the accounts were opened at their casinos. Yes, account verification was completed almost immediately after having opened the accounts. All slots never any other game types. They were accumulated with active no deposit bonuses, but met all playthrough requirements and had sticky bonus removed on all withdraw request prior to the requests being made. There were 3 $400 request all at separate casinos totaling $1200.00 between the 3 casinos. The rest was won on Greedy Goblins from a BTC deposit made. Please see attached screenshots for better understanding of these transactions and my history. Thank you again and please let me know if anything further is needed. Used inclave for all signups and Loggins btw.

Kind Regards -

Nancy F****

Also I still receive their invites to this day even though account has been revoked!

Thank you, nancyfurne816, for your reply and all the forwarded screenshots. As we keep one thread per casino, I will focus on issue with Silver Oak Casino only.

Could you please advise if the winnings in this specific casino were accumulated from a free bonus solely? Have you redeemed any free bonuses from this casino in the past? How much should be the disputed amount in this case, please?

Hello Petronela-

The win was yes from a free Xmas gift bonus. No deposit necessary prior or in between and consecutive free bonuses allowed 2ith this particular Xmas gift bonus. Checked with customer service in advance of play. The bonus redeemed to with no mention of fixed amount deposit needed in between bonus preventing the chip redemption. Again, this wasn't the issue, but rather the issue was me being a fraudster and therefore closing my account(s). The bonus had a maximum withdraw amount of $400 for having a VIP1 player status. I have both deposited and used free bonuses in the past at this casino. The other two casinos Club player Casino and Wild Casino I also won the same bonus with the amounts totaling $800.00 ($400 @ each).

Thank you again-

N.Furne

Thank you very much, nancyfurne816, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: I adjusted the disputed amount from $33,800 to $400.

Hello nancyfurne816,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Silver Oak Casino to join the conversation.

Dear Silver Oak Casino,

Can you please provide some information regarding the player's blocked account?

Thank you again Patronela and Michal-

Nancy Furne

Petronela - s/p mistake sorry

Greetings all,

I have reviewed the situation and I need to request some further information from you Nancy, firstly if you could provide the offer for the Christmas bonus originating from Silver Oak it would be great. Also documentation from Silver Oak service department saying that the code is valid without a prior deposit, as with all free chips and directly according to the terms and conditions of the casino only one free chip is allowed between deposits. Your Silver Oak account has already had a welcome bonus played and has no history of deposits at all, the Christmas bonus is only issued and allowed in actively depositing accounts so this would be important information.

If you could please provide the requested documentation it would be much appreciated.

Best wishes,

Nick and Silver Oak

Hello Nick -

Regarding the questions you have. The gift code was 2022XMAS that was used. It was presented to me through the promotion section on the SilverOak site. I entered the gift code into the cashier coupon section and it redeemed. I then proceeded to meet the playthrough requirement and subsequently requested a withdraw for $400.00. This particular offer was presented as a "gift" and no deposit required and it redeemed without issue. Regarding the fact you state it was only presented to depositing players. I did in fact deposit back on December 20th, 2022 in the amount of $51 and used the Xmas gift code as my next redemption on the 25th of December 2022. I have attached screenshots to better help justify these prior statements made

Thanks again -

Nancy Furne

Dear nancyfurne816,

Thank you for your response and the provided screenshots.

Can you please confirm if you have deposited in your Silver Oak Casino account? Can you please provide the transaction history?

Hello Michal -

It appears that I did deposit to Silver Oak Casino on December 20th ,2022 in the amount of $51 BTC. I have Attached screenshots of my transacting history to support this. Unfortunately, I have limited screenshots to present and I am unable to access my account .Thanks

N.Furne

Dear nancyfurne816,

The screenshot of the deposit to Silver oak casino was to your only casino account? Do you have more accounts in Silver Oak Casino?

Greetings all,

After extensive (and lengthy) review much of what is included here as factual doesn't hold up to the scrutiny of the meticulous documentation required to run a casino. As a player advocate and professional dedicated to helping our players nothing pleases me more than the opportunity to assist someone when the system has failed them in some way. Another common element is the need to explain unfortunate facts to people who just didn't understand the rules they were playing under and thus have suffered some disappointment as a result.

This situation does not appear to be either of these cases as very little of the documentation provided on the player end proves to be real, the individual in question has been banned for good reason with this and all sister, partner, and affiliated casino brands globally. There are no funds valid for withdrawal within Silver Oak and records indicate that player claims and even certain screenshots are manufactured.

Supporting evidence has been shared with the casino.guru team for verification.

Best wishes,

Nick and Silver Oak

Hello Nick-

This is my only account with Silver Oak Casino. I am not for sure exactly how to respond to your prior response. What I will say with certainty is that every screenshot that I have provided here is authentic and not manufactured! May I ask please, what screenshots are you referring to specifically having been manufactured or "proven not real?" I will go through and attempt to find more supporting documents to support my accusations. May I ask , why after several months as a player was I suddenly revoked ? Just so happens it occured in tandem with these 3 wins. Coincidence? I don't think so!

Regards -

Nancy Furne

https://www.silveroakscampaigns.com/landing/christmas-party-2022/

https://www.silveroakcampaigns.com/landing/christmas-party-2022/

See how too the terms specifically state no multiple chip redemption/ standard terms and conditions apply in other similar free no deosit bonus offerings? You don't see this in the xmas bonus referenced as a "gift."

Thank you -

Nancy F.

Please feel free to make public!

I never ever received any response back from my email attempts:

Hello Nick -

You stated, "Player has been banned for good reason." Again, I ask what is this reason(s) specifically? No one has ever responded to this allegation with any specific reasoning behind these allegations by the casino.

Thank you -

Nancy F.

"GIFT"

Greetings Nancy,

With all due respect this is a presentation of facts in pursuit of a fair resolution. Had the facts been in your favor I would instead be pushing to see that your complaint was satisfied. I see no good coming from further discussion here, I have presented the relevant information to casino.guru as the 3rd party arbitrator and will allow them to decide how to move forward.

Best wishes,

Nick and Silver Oak

Dear nancyfurne816,

We have received sufficient evidence from Nick of Silver Oak Casino that you have breached the bonus T&Cs, so we have to agree with Silver Oak Casino's decision as Silver Oak Casino has acted according to its bonus T&Cs. Your so-called "gift" (XMASGIFT2022) is still a bonus, and as you can see, the "gift" has rules, so although I understand it might have given you a wrong impression, but the "gift" is still a bonus, so all the bonus T&Cs apply.

Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. 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, and we will try our best to help.

Best regards,

Michal