Silver Oak Casino - プレイヤーの賞金は没収されました。

This is my complaint. on may 26 i received a 50 dollar no deposit chip after playing the playthrough i was required to give my documents which i did then i was told i had to make a 10 dollar deposit to receive the 88.02 i ended up with which brought my total pay out to 98.02 on may 28th i asked how long do i have to wait till i received my funds this is when they came back saying they were not going to pay me because i have two accounts i stated over and over i do not have 2 accounts and can they show me the other account they just closed the chat so i tried emailing and have not received any response.

Dear midasexplore,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you passed the KYC verification?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

The only people in my houshold are myself my 14 year old daughter who has no interest in casinos and my wife who also does not have any interest in casinos so no i do not have anyone who would register an account and also silver oak accepted my documents of verification with no hesitation also when i asked what my other account was they closed the chat

Thank you very much, midasexplore, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear midasexplore,

I am sorry your account got blocked and your funds were forfeited. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Silver Oak Casino representative to join this conversation and participate in resolving this complaint.

Dear Silver Oak Casino,

Could you please state why the player was accused of multiple accounts? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

The terms and conditions of the chip(s) in play require a cash deposit between free chips to be eligible for withdrawal, since the win stems from the 3rd consecutive free chip without cash deposit the withdrawal was denied and the verification deposit was refunded. The good news here is the account is fully active, I don't even see any failed login attempts which means it must be the wrong username that is at issue in all likelihood.

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

Best wishes,

Nick and Silver Oak

Dear midasexplore,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan