Silver Oak Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Submitted documents for verification on 21.08.22

The site says it takes 72 hours.

in the support chat several times they said that up to 5 business days.

I can't log into my account after two weeks.

And I can't apply for a payout.

Подал документы на верификацию 21.08.22

на сайте написано что проверка проходит 72 часа.

в чате поддержки несколько раз говорили что до 5 рабочих дней.

после двух недель не могу зайти в свой аккаунт.

и нек могу подать заявку на выплату.

Dear misenkoi282,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you already provided? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Good afternoon Christina

Добрый день Кристина

passport of a citizen of Ukraine with registration of a home address

passport of a citizen of Ukraine of international standard

selfie with them

паспорт гражданина Украины с регистрацией домашнего адреса

паспорт гражданина Украины международного образца

селфи с ними

this is what i see when i log in

вот что сейчас я вижу при входе

Thank you for your reply, misenkoi282. Have you received any explanation regarding the blocked account? 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 can't even contact the support chat.

found info on their website

Customers from certain countries are not currently able to join or may be restricted from playing without receiving promotional offers from the casino . You can download the list of country restrictions as a Word document or view the list as a PDF file.

не могу даже в чат поддержки обратится.

нашел инфо на их сайте

Клиенты из определенных стран в настоящее время не могут присоединиться или могут быть ограничены в игре без получения рекламных предложений от казино. Вы можете загрузить список ограничений по странам в виде документа Word или просмотреть список в виде файла PDF.

kind of weird. ads are sent to my mail so that I can replenish my account ... but I can’t log in)

I can go to other casinos from the inclav company))) until I ask my account to be verified)))

как-то странно. рекламу мне на почту присылают, что бы я пополнил свой аккаунт... но зайти я не могу)

в другие казино от компании inclav я зайти могу))) пока не прошу мой аккаунт верифицировать)))

Sorry Kristina, I understand that this has already happened with these casinos, so I think that they will now tell that they do not work with players from Ukraine. I have already seen similar complaints about this casino on your resource.

Извините Кристина, я так понимаю что с этими казино такое уже случалось, поэтому я думаю что они сейчас будут рассказывать что с игроками из Украины они не работают. На Вашем ресурсе я уже видел подобные жалобы на это казино.

misenkoi282, have you accumulated your winnings with or without an active bonus, please?

They gave me a bonus. All necessary conditions met

Бонус дали. Все необходимые условия выполнил

Thank you very much misenkoi282 for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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 soon.

Hello misenkoi282.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Please explain to us why misenkoi282's account is blocked.

Greetings all,

Unfortunately your account was banned for security reasons as soon as it was realized that you had signed up and played using a proxy server. This is prohibited in the terms and conditions of the casino misenkoi282.

Not looking that there will be a lot I can do to assist in this situation.

Best wishes,

Nick and Silver Oak

Dear misenkoi282,

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, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.