Silver Oak Casino - プレーヤーの退会は処理されていません。

I won 4,500 was asked to submit 3 months bank statements then was told my acct was in the negative waited for following months statement to provide showing new balance. All forms were submitted when asked as of today still have not got my winnings. Casino fails to communicate.

Dear shake1910,

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. Do I understand correctly that you have already provided the new bank statement? Could you please advise when exactly you provided it?

Did the casino request any other documents?

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

I provided the 3 bank statements waited for next statement to show positive balance I was asked to take a selfie of my self. Prove my address let me get copies of this to attach

Thank you very much for your reply, shake1910. Before we contact the casino, 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.

Screenshots all I have

Thank you very much, shake1910, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.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.  

Hi shake1910,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Silver Oak Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for the withdrawal delay? Was the player's account verified already?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you I attached some copies of screenshots have you received them.

Dear shake1910, yes, we have received your emails, thank you.

Greetings all,

I have had the opportunity to review the situation and it appears that all funds from the $100 maximum withdrawal free chip in play at the time of the win have been paid out via Bitcoin and confirmed delivered in Blockchain Explorer.

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

Best wishes,

Nick and Silver Oak

I made a deposit after that and that's what I won on I will look up date of deposit. If that were the case why wasn't this told to me? Why all the documents ? Also when was it paid thru Bitcoin?

Dear shake1910, according to the information from the casino, the payment of $100 was processed on 3/6/2023. Can you please check receiving the funds?

I am not familiar with Bitcoin don't know how to get funds where funds are

Dear shake1910,  do you know how to get the history of transactions? If you can get one from March, we would check if you received the payment.

Yes I will get that information

I looked on transactions on silver oak casino and it only shows transactions in the past 30 days although I typed in march transactions. These people approved my transactions I made a deposit after there 100.00 and that's what I won on.

Dear shake1910,  I meant your Bitcoin transactions, not the transactions in the casino. Could you please provide us with your wallet address so we can try to track that transaction via Bitcoin blockchain? It enables tracking any transaction and it is available to view by the public.

Dear shake1910,

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 sent Bitcoin to natalia.b@ casino.gura

Dear shake1910, we were not able to look into it, probably QR codes you sent were related to some other wallets/transactions.

Can you please tell me what application you use for your crypto wallet? Is it possible for you to download the transaction history from this application?

Dear shake1910, the casino representative provided us with the Bitcoin address you requested your withdrawal to in March, and we checked it on the blockchain that the transaction was successful so you should have received your free chip winnings back then.

As for another part of your withdrawal requests, I'm afraid, that the casino acted in accordance with its terms and conditions:

No Deposit Bonuses (Free Chips, Free Spins)

3.Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

4.Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

13.While mixing deposits and a free bonus is not allowed, we are aware that this may happen from time to time. If, for whatever reason, you make a deposit while using a No Deposit Bonus (e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash-out of the no deposit bonus will still apply.

17.The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

I'm sorry it took so much of your time to proceed with verification, but it turned out that you were not simply eligible to get those winnings as per the explanation from the casino representative.

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.

Regards,

Natalia