Silver Oak Casino - 決済が遅延しているとのクレームがあります。

On 02/06/2023 I requested a payout in the amount of $200, I was told by me using Bitcoin I would have a faster payout so that's why chose Bitcoin as a method of payment. As of today I'm still pending with no updates I reached out to customer support about my payout I was told that It would be 7-10 to process my request and another 7-10 days to be sent. I'm not understanding this time frame is faster. On the Silver website under banking info, it states 7-10 to be processed and sent. Not only that Silver Oaks Casino's sister casino doesn't t take more than a few days. The information that Silver Oaks is telling their customers regarding faster payouts is false and they should not their customers this if it isn't true, there are no updates on the status of my payout and when I contact their casino they are basically telling me to wait it out. That's not fair today is the 11th and I still don't know what's going on with my payout. I want Silver oaks Casino to stand on their world and Payout as they say they would.

Dear geekn43,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

OK, IF THATS THE CASE THEN PLEASE DON'T TELL CUSTOMERS THAT BY USING BITCOIN PAYOUTS ARE FASTER THAN STANDARD TIME TO PROCESS RESPECTFULLY

Dear geekn43,

Have you received your withdrawal from the casino yet?

Hello, no I have not my account has been verified everything that was requested of me has been sent. And I still have no winnings

Thank you for your reply, geekn43. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

What is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, 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.

Hello, no I have not received my payout from Silver Oaks, I have yet to receive an update from the casino. This is my first time withdrawing from this casino. I am registered with their sister casino and have made plenty of withdrawals with their sister Casinos. My account is verified with Silver Oaks Casino and has been for over six months. I am attaching screenshots with t

Thank you very much, geekn43, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 geekn43,

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 long withdrawal delay?

Greetings all,

I had a chance to review the case, I've already had the withdrawal request approved for you geekn43. If you could please confirm your Bitcoin address for me I should be able to get that out the door for you before too long here. Just post it here, I'm sure Michal will be happy to lock the post to keep it from prying eyes.

Best wishes,

Nick and Silver Oak

Thank you for providing your latest bitcoin address, geekn43.

Dear Nick / Silver Oak,

please let us know once you managed to process the payment.

Greetings all,

Much appreciated geekn43. I've escalated the payment for express disbursal, it should be going out before too long here. Let us know when it comes in!

Best wishes,

Nick and Silver Oak

I will thank you

Dear geekn43,

Did you receive the funds yet by any chance?

Dear geekn43,

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.

Dear geekn43,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal