Silver Oak Casino - El retiro del jugador ha sido cancelado.

Started out on sour note to start with. Claimed a NoRulesWeekend bonus code with a $30 deposit. Which I did. As I was playing and winning I decided to withdraw some of my winnings. When I noticed there was a playthrough requirement put on my account. When there shouldn't have been. So I contacted support via chat. Disputed the playthrough requirement. After finding I was in the right, the requirement was taken off my acct.

On March 4,2023 I submitted a withdrawal request for $100 after making sure all my account verification documents were submitted, so there was no hassles. I waited and waited, checking my acct as well as my email to see if it had went through yet. Nothing.

Then today, I logged in, only to find the $100 was put back into my acct. With no notification or email as to what was going on. I began checking my acct and all I could find was transaction and it showing the status, denied. I then attempted to contact customer support via chat. But nothing. I waited for well over 10minutes but nobody ever joined chat. So then I submitted an email.

And now I'm submitting a complaint

Dear bmswade1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that your account has been fully verified in the past? Have you withdrawn any funds from this casino previously?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Yes, my account is fully verified.

No, I have not withdrawn winnings from them before.

Thank you very much, bmswade1, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear bmswade1,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Silver Oak Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Silver Oak Casino,

Could you please state why the player's withdrawal was cancelled and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

I had the opportunity to review the situation and there was a $30 deposit using a deposit bonus good for an additional $67.50 on top of the cash deposit. These funds are great, they give an additional opportunity to play and win however the bonus amount is non-cashable and removed on withdrawal approval. This means that a withdrawal request needs to be enough to cover the amount removed on approval (in this case $67.50) while being over the minimum withdrawal amount of $100.

The requested withdrawal was denied and the balance placed back in the account in order to facilitate play up to (and hopefully beyond) the required withdrawal amount.

I hope this clarifies things.

Best wishes,

Nick and Silver Oak

Dear Silver Oak Casino,

Thank you for your response and the information provided.

Dear bmswade1,

What is your current balance in your casino account?

Thank you very much in advance.

Kind regards,

Stefan

I played beyond the deposit and bonus amount before requesting my $100 withdrawal. I also submitted a second request about the same time I initiated this complaint. Funds were taken from my account at that time. And have not been put back in my account or sent to me. At least not to my knowledge because I haven't been back on the casino website.....

I just checked my account, took a screenshot as well. Hopefully I can attach it so it can be seen. There is only $.05 cents in my account. That is my total/withdrawalable balance. $0 bonus balance. So not only was my first withdrawal request denied, I'm now missing $100 that is not in my bank account nor is it in my casino account.

Dear Silver Oak Casino,

Could you please state why the player has just 0,05$ in his account?

Thank you very much in advance.

Kind regards,

Stefan

Greetings all,

Perhaps you have more than one casino account bmswade1, the account which should be the only active account for you and which had the requested withdrawal denied most definitely has $100 in the current playable balance.

Supporting evidence has been sent to the casino.guru team for review.

Best wishes,

Nick and Silver Oak

Dear bmswade1,

I was contacted by the casino representative outside of this complaint, and he has provided me with proof that you have 100,05$ in your casino account. Could you please double-check and let me know?

I am looking forward to your response.

Kind regards,

Stefan

I just checked after reading your message. Yes, there is $100.05 in my account now. So, I'm to assume my request was denied yet again....

Dear bmswade1,

As mentioned above, the bonus is sticky, which means it will be deducted once you request a withdrawal. The minimal withdrawable amount from the casino is 100$. That being said, you will need to have at least 167,50$ in your casino to request a withdrawal. I can only suggest you continue playing, and once you have a sufficient amount of 167,50$ in your casino account, you can withdraw your funds.

I hope you understand the situation.

Do you have any additional questions? If not, I will close the complaint as "rejected".

Thank you very much for your understanding.

Kindest regards,

Stefan

Dear bmswade1,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.