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

Dear britterlynne,

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

It is still sitting in the requested phase. That’s why I filed a complaint. Everything else appears to have been approved. I have not heard back from the casino at all. Usually they send an email.

They denied it - can someone please let me know why ?

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

Have you accumulated your winnings with or without an active bonus?

i haven’t withdrawn from This casino before I have sent all required documentation to the appropriate addresses for documentation. No response just a rejection

No active bonus

I tried to withdrawal again I will keep you posted.

They have all of my documents

So they’re missing something I would like them to tell me what they need

Have you tried contacting the casino regarding this issue? 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.

Oh yes I have tried many times

I will send you the emails to your email

Thank you very much, britterlynne, 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 britterlynne,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Silver Oak Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide any reasons for rejecting the player's withdrawal request? Have you received all the necessary documents for the verification from the player, if declined requests are caused by an unfinished KYC?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Greetings all,

I had the opportunity to review the situation and it appears like all is well here aside from not having a method of payment confirmed within the casino account. I have sent you an email britterlynne, please read it carefully, hit reply, and get me the requested information.

Once we have an established means of payout we should be able to move forward here.

Best wishes,

Nick and Silver Oak

Hi there! Thank you so much for responding on this platform. I have looked in my email and I do not have anything from you or silver oak casino. I have checked my spam folder and searched in all of my messages using the search feature. The method of payment was given when I withdrew my son however, I have everything saved so I can resend it to you. Please let me know what email to send it to, but it will be seen or let me know if I can put it on this thread

I have resent all of the info to you using

help@silveroakmail.com. The chat feature on your site is disabled but I also send an email through the website For the 4th time.

please let me know when you receive

I have tried to forward all of the information to you Natalia but it says your email is not valid

Please let me know if there’s another email I am supposed to use or I can link everything here

Dear britterlynne, thank you for your messages. I've received some of your emails at natalia.b@casino.guru. The screenshot you uploaded has an incorrect email address, that's why the delivery failed.

I'd also like to specify that the casino's contact email should be help@silveroakcasino.com (not help@silveroakmail.com), could you please check again what email you used to send your payment method details to?

I have sent 3 emails to help@silveroakcasino.com. No response from that either. I resent payment details again to that email and ccd you

Nick and Natalia please respond. If there is nothing wrong, then I should be receiving my deposit. Please confirm.

still in the same state as before

Greetings all,

I managed to locate the banking details in another email box britterlynne, however the email I sent also requested bank statements, it seems that email never arrived however. If you could please provide bank statements for September and till current in October we should be able to move forward here. Any of the previous email addresses will suffice.

Best wishes,

Nick and Silver Oak

No problem I will send over the bank statements to the health email! Thank you Nick I will get it to you in the next five minutes

Send the info via email yesterday please confirm you received

???

Greetings all,

The good news, we are solid now for withdrawal. Wire details are now posted to the casino account. Inconveniently enough the requested withdrawal was denied in the interim and the balance is back in the casino account. If you could please request the withdrawal once again britterlynne I should be able to proceed from there.

Best wishes,

Nick and Silver Oak

Thank you for the updates, Nick.

Dear britterlynne, please, let us know as soon as you request a new withdrawal.

Thank you I will do it again. This will be the 3rd time 😕 please process as soon as possible.

website will not load. Can I send you and Natalia my banking info via email ?

All of the other things are available the withdrawal is the only screen that isn’t working. Please resolve so that I can finally cash out.

Still isn’t working today.

Nick,

you have all of my information can you please request the withdrawal on your end? I have given everything that is required more than once and now the withdraw feature is conveniently not working. Please let me know next steps.

thanks

Dear britterlynne, thank you for the updates.

Dear Nick, could you please check why the player is unable to request a withdrawal? Is it some kind of technical glitch on the platform?

Looking forward to hearing from you.

Thank you both ! I have requested the withdraw again ($2500.00) 🙂

Thank you, britterlynne, for letting us know, I'm glad you managed to request a withdrawal now.

I'll set the timer for 2 weeks since it takes some time till the payout is processed and reaches your bank account. Hopefully, this process won't be very long, but please be patient.

If there will be any updates, let us know here in the thread as well.

Best wishes,

Natalia

Thank you Natalia and Nick. I appreciate your help. I will keep you updated.🩷

Dear britterlynne,

Have you received your withdrawal from the casino yet?

Yes ma’am thank you guys!

Dear britterlynne,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru