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

Dear kotrapplv,

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

Dear kotrapplv,

Have you received your withdrawal from the casino yet?

No I haven't received a withdrawal. Additionally, a managers withdrawal means I won't be getting it. My kyc is fully completed. BTC withdrawals are instant or at least that's what the policy says. These online gambling sites are scamming and not upholding their policies which are also a scheme. I've never been to a casino that has stipulations on payouts whether off free play or real money at a casino when you win you win.

Thank you for your reply, kotrapplv. Have you made any successful withdrawals before? Could you please post here a screenshot of your withdrawal history?

Did you accumulate your winnings with an active bonus?

This is my first time making a withdrawal in this casino. I've used bonuses, I've made deposits. I had to make a deposit to verify after I tried to withdraw. Giving a bonus with restrictions on winnings should be illegal. It definitely should deem the casino a scam. I can't even get a response from the casino. They haven't responded to any emails nor does the live chat feature work. It seems to me we're looking for a reason NOT to payout what I won fair and square. Additionally they stole the money out of the account. Not only did they deny the withdrawal they withdrew the money. That's theft. They literally stole it from out of the account. Ive come to the conclusion that I should seek legal advice. Denying the withdrawal is one thing but removing it from my account should be considered a crime and this casino needs to be shut down with criminal charges being filed on whoever authorized somebody to withdraw my winnings for themselves to keep.

heres the proof they stole my winnings. A manager took it out of my account after denying the withdrawal.

Do I understand correctly that the casino confiscated your winnings? Have you received any explanation regarding this situation? 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.

I've uploaded the proof of them confiscating my winnings. They haven't communicated with me at all. I'll forward the conversations to the email you requested.

Thank you very much, kotrapplv, 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 kotrapplv,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know I have found this in Silver Oak Casino T&Cs:

RULES

No Deposit Bonuses (Free Chips, Free Spins)

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.

From the screenshots you have forwarded us, it looks like you have claimed multiple free bonuses consecutively without a real-money deposit between them, so I'm afraid if that's the case we won't be much of a help here, but I will still contact the casino to shed more light on this matter.

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 voided winnings?

It was a no deposit bonus. Please show me where the policy says anything about confiscating winnings. Regardless if I made a deposit or a withdrawal nobody has ever heard of the casino stealing a players winnings. They withdrew my winnings and spent it on drugs and alcohol prostitutes.

Greetings all,

I had the opportunity to review the situation and unfortunately the $100 maximum cashout free chips played do not allow multiple free chips without a cash deposit to separate them, thus the requested withdrawal was denied. In this case there isn't anything I can do to assist.

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

Best wishes,

Nick and Silver Oak

And why were the winnings confiscated?

Thank you for the response and evidence Nick / Silver Oak Casino.

Dear kotrapplv,

We have received evidence from Silver Oak Casino that you have indeed claimed multiple no deposit bonuses consecutively without a real-money deposit between them, which is in breach of the rules I have mentioned above as well as this rule which is again clearly stated in the casino T&Cs:

RULES

No Deposit Bonuses (Free Chips, Free Spins)

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.

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