Silver Oak Casino - Spelarens uttagsfördröjning från Silver Oak Casino.

I have three different winnings at Silveroak casino amounting to 60+60+50 euro that I've been waiting for since about 1.5 months ago. I have received emails indicating that the withdrawals have been processed and have been removed from my wallet. I've sent numerous emails without a single response. I've checked to ensure that I have followed all rules. These are both no deposit and regular winnings that were paid out via Bitcoin. I've also deposited 10 dollars in Bitcoin to facilitate the payout.

Har tre olika vinster hos Silveroak casino på 60+60+50 euro som jag väntat från 1,5 månader sen ungefär. Har fått mail ang uttagen är klara och har försvunnit från min plånbok. Har skickat massor med mail utan ett ända svar. Har kollat så jag gjort allt enligt reglerna. Är både no deposit och vanlig vinst som blev utbetalda via bitcoin, har även satt in 10 dollar i bitcoin för att få utbetalning.

Dear neolarsson1111,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time.

• Do I understand correctly that payments are still pending inside your account without being processed?
• Have you accumulated all your winnings with an active bonus?
• Have you received any winnings from this casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear neolarsson1111,

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.

Hello.

I'm still waiting but no payouts and no it's not from an active bonus,

These are the only winnings I took out or tried anyway..

etc. sara

hej.

jag v'ntar fortfarande men ingen utbetalningar och nej det e inte fr[n en aktiv bonus,

Detta e dom enda vinsterjag tagit ut eller f;rs;kt i alla fall..

mvh sara

Thank you very much, neolarsson1111, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello neolarsson1111,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Silver Oak Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Thanks so much for the help. Really appreciate it..

Tack så mkt för hjälpen. Uppskattar det verkligen..

Greetings all,

I have reviewed the situation and it appears there was a re-deposit of cash into the account then a bonus chip was cashed on top of this by the player. This is what is called "mixing of funds" and it caused the requested withdrawal to be denied per the terms and conditions of the casino. This then happened again and again, it is important to note that different types of cash (for example multiple free bonuses consecutively, cash deposits and free bonuses, multiple consecutive deposits with deposit bonuses, cancelling requested withdrawals on top of playable balances, etc) need to be kept separately to avoid this issue in the future. Please make sure that all balances are as close to $0 as possible before adding different types of funds to the account neolarsson1111 or we will see the same outcome once again in the future.

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

Best wishes,

Nick and Silver Oak

Dear neolarsson1111,

I was provided with evidence from the casino supporting the claim that there indeed was a mixing of funds in your case. Would it be possible for you to send me a screenshot of the deposit from which you believe you have won the funds you are currently trying to withdraw?

Hello.

Having problems with the login right now, but my question is my bitcoins that are vacated into profit no. 1, should I choose to get them back? Could it be mixing founds for all vintners? The first text? Will come back with prints.

Very good

Hej.

Har problem med inloggningen just nu men min fraga ar mina bitcoin som vacates in i vinst nr 1, dom ska jag val fa tillbaka? Kan det va mixing founds for samtliga vintner? Den forsta text? Ska aterkomma med prints .

Mch sara

Dear neolarsson1111,

I am discussing the case with the casino representative internally, and I am currently waiting for their answer. That is why I am extending the timer by 7 days.

Greetings all,

The $9 Bitcoin deposit was redeposited as cash and played as I mentioned. I believe I should be able to get the initial $60 withdrawal request reinstated and paid out however the additional withdrawal requests are not valid for withdrawal due to mixing of funds as mentioned and have been removed I'm afraid.

If you would kindly submit your documentation in the documents portion of the casino cashier neolarsson1111 once this is complete I should be able to get the additional funds moving for you.

Best wishes,

Nick and Silver Oak

Dear neolarsson1111,

The withdrawals of 60 and 50€ are not valid due to mixing funds, as was previously explained. However, the third withdrawal of 60€ can be reinstated and paid out to you. If you do not understand the previous explanation from the casino representative, do not hesitate to ask and we will explain it to you once more.

For the withdrawal request of 60€ to be completed, please proceed according to the instructions provided by the casino, which means sending the requested documents to the casino. Please let us know when you complete this step and also when you get your requested funds. We will be waiting for your confirmation.

So. Now I have sent in the documents and hope they are correct, all printed out. Deposits right?

Så. Nu har har Jag skickat in dom dokument och hoppas det är dom rätta, va alla print på utag. Insättningar väl?

Dear neolarsson1111,

Now we wait for the casino to confirm that they have received the documents and your withdrawal request should be accepted. Let us know with any updates.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Apologies, I have been out of the office for the holiday. I have now returned and I'll see what can be done to get things moving here, it appears most of what is necessary is now complete. If you could perhaps confirm your Bitcoin address for me neolarsson1111 it would be appreciated.

Best wishes,

Nick and Silver Oak

Thank you Nick and Silver Oak Casino for the response.

Dear neolarsson1111,

Please proceed according to the casino's request, by confirming your Bitcoin address with the casino. I am looking forward to hearing from you.

Hi Michal.

I have sent my botcoin address to the casino...

Etc. Sara

Hej Michal.

Jag har skickat min botcoinadress till casinot...

Mvh sara

Thank you for the update, now we will wait for the casino to confirm that they have sent the payment your way.

Hey all,

I'm not seeing any update in the player account, also checked the registered email address and found nothing submitted via email. Just confirm your Bitcoin here if you would neolarsson1111, I'm certain Michal will be happy to lock the comment to keep it from prying eyes.

Best wishes,

Nick and Silver Oak

Thank you neolarsson1111 for providing your Bitcoin address. Now we wait for the casino to proceed with your payment. Please keep us updated.

Greetings neolarsson1111,

Thanks so much, I have been informed that the physical address you provided on signup is incomplete. I will need to do what is known as "KYC" before we can continue. I have sent you an email personally, if you could please reply to this and give me the necessary information it would be appreciated.

Best wishes,

Nick and Silver Oak

Dear neolarsson1111,

Could you give us an update regarding your KYC procedure? Did you complete it according to the email sent by the casino?

Dear neolarsson1111,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of neolarsson1111. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

As per the email we have received from the player:

„Hello.

Have managed to recover my password.

I have written to silver oak to get info regarding Kyc about what they want but have not received a reply.

Is verified on their site..

Can you help me with that info?

Etc. Sara"

Once again, I am asking the Casino to reply to this complaint.

Dear Silver Oak Casino, could you please update us on the verification status of the player's account?

Greetings all,

There is no update in the player account and I am not seeing any new documentation submitted on the part of the player, I sent an email previously attempting to assist personally but it was returned as undeliverable. I believe the best option is to go to our service department via live chat and resolve the issue neolarsson1111. Once we have the necessary information in place I am happy to assist.

Best wishes,

Nick and Silver Oak

Dear neolarsson1111,

Could you give us an update regarding the KYC procedure on your account? Do you require any further assistance? I would advise you to contact the service department via live chat, just as Nick had suggested. Please keep us updated.

I'm going to test the live chat, have never found one but am only directed to e-mail, but I'm testing.

Etc. Sara

Jag ska testa live chatten, har aldrig hittat en sån utan blir bara hänvisad till e-post men jag testar.

Mvh sara

Dear Nick and Silver Oak Casino,

Did you receive any emails from the player regarding the live chat issue?

Hey all,

I was unable to locate any additional information provided however I did locate an email from you and replied to this with the necessaries. Just hit reply on that email and get back to me neolarsson1111. We'll see if we can't get this show on the road.

Best,

Nick and Silver Oak

Dear neolarsson1111,

Please proceed according to the instructions given by Nick and Silver Oak Casino, and let us know here with any updates.

Dear neolarsson1111,

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.

Hello..

I can't find any mail from Silver oak at all except advertising. Would appreciate if it was possible to get info here what Silveroak needs for info and then maybe Michal could help me forward that info to the casino for e-mail between me and casino doesn't seem to work!?!

Etc. Sara

Hej..

Jag hittar inte något mail från Silver oak alls förutom reklam. Skulle uppskatta om det gick att få info här vad Silveroak behöver för info och så kanske Michal kunde hjälpa mig vidarebefordra den info till casinot för e-post mellan mig o casino verkar inte fungera!?!

Mvh sara

Have sent pictures via silveroak support of my card as requested.

Har skickat bilder via silveroak supporten på mitt kort som efterfrågas.

Dear Nick and Silver Oak Casino,

Did you receive the documents from the player?

Dear neolarsson1111,

Please provide the casino with the requested information. We will be waiting to hear from you.

Hello everybody.

I have sent the kyc and bitcoinadress to Silveroak now!

Have a great Evelina

Sara

Dear Nick and Silver Oak Casino,

Can you confirm the receipt of the above mentioned documents?

Hey all,

I'm still unable to locate any additional information in either provided email address.

Best wishes,

Nick and Silver Oak

Dear neolarsson1111,

Please, send all the documents once again to michal.v@casino.guru and I will send them to the casino. Please let us know when you do so. We will be waiting for your updates.

Dear neolarsson1111,

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.

Hello..

The document was sent a few days ago.

Sara

Hej..

Dokumentet är skickade sedan nån dag tillbaka.

Sara

Dear neolarsson1111,

I have forwarded the information you sent me to the casino representative. Now we will wait for updates from their side.

Thanks Michael!

Fingers crossed that it's done now.

Tack Michal!

Håller tummarna att det är klart nu.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Apologies, I had forwarded the information to my usual contact in the documents department and it seems he is on extended holiday. I have now sent it to his manager and hopefully we see some progress shortly.

Best wishes,

Nick and Silver Oak

Thank you Nick and Silver Oak for the update.

Please let us know here with any development regarding this situation.

Greetings all,

Good news, the documents are now complete, if you could please request the withdrawal once again and submit an updated Bitcoin account via customer service on live chat neolarsson1111 it would be much appreciated.

Best,

Nick and Silver Oak

Dear neolarsson1111,

Please proceed according to the information provided by the casino and let us know when you do so. We look forward to hearing from you.

Hello.

Thanks!!

I have just done as the casino said, so now I'm keeping my fingers crossed that it will go well, let me know if the money is paid out..

Etc. Sara

Hej.

Tack!!

Jag har precis gjort som casinot sa, så nu håller jag tummarna att det ska gå bra, hör av mig om pengarna betalas ut..

Mvh sara

Dear neolarsson1111,

Thank you for the confirmation, now we will wait for the confirmation of the payment from the casino's side.