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I can’t make a withdrawal because in the withdrawal section of the casino it says missing documents. They stated the missing document is a credit card I used in the casino. The bonus I used was for $300.00 NDB. I could cash out $500 after the wagering requirement was met. I sent them an email which I’ve attached and they’ve never responded.

Dear ladydi53,

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

I cannot get past this in the withdrawal section. I have emailed my document which was apparently a credit card I’ve used in the casino but I’ve gotten no reply to that email.

Dear ladydi53,

Have you received your withdrawal from the casino yet?

No I have not

Thank you very much for your reply, ladydi53. Have you made any successful deposits and withdrawals? Do I understand correctly that you have not received any confirmation regarding successful verification yet?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear ladydi53,

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.

I was able to make a request for the withdrawal on 8/24/23 but I still haven’t gotten my money or heard anything more from them

I requested a wire transfer to my bank and apparently they couldn’t do it. So I made a request for the money to be sent via Bitcoin.com today 9/1/23.

Thank you very much, ladydi53, 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 ladydi53,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your winnings. 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 invite you to participate in the resolution of this complaint. Can you please share more information regarding the case?

If you have any supporting evidence regarding the payment methods used by the player, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Greetings all,

I had a look and I can see that our courtesy department tried to call you on the 16th of August, then sent a text message to your phone. They also sent you an email on the the 1st of September regarding your withdrawal complications ladydi53. I would look in your email box and try to locate that, the agent's name is Calvin and he should be able to assist you in completing the necessaries for withdrawal.

All verification documents are on file, what is missing is some confirmation documents for your bank account to allow wire transfer as a withdrawal option for you. Unfortunately Bitcoin is not available in this case so it is necessary to set up another method for payout. Please contact Calvin back or customer service on live chat. They should be able to assist you in getting approved for wire transfer.

Once all that is prepared let me know here, I should be able to assist in moving things along for you.

Best wishes,

Nick and Silver Oak

Thank you for checking this, Nick.

Dear ladydi53, please, can you find the email from Calvin as mentioned by Nick? Please, let us know when you can prepare the missing documents to proceed with the wire transfer.

Actually I requested the withdrawal via Bitcoin on 9-2-23

I did not receive an email, a text or a phone call. Maybe it’s an old number. The reason I know my withdrawal was not approved is because I checked on the status and it was back in my account. If I can’t get an approval for Bitcoin I’m not messing with it anymore! My bank DOES accept wire transfers. I know because that’s been my preferred method of payment for years. This has been such a hassle I’m about to say screw it.

Greetings ladydi53,

You have a few email accounts (and a few casino accounts) as I see, in fact I had to look around to find the actual account you are referring to in the system. It is registered under a different email address than the one you list here on casino.guru and I notice that there are varying phone numbers in these accounts as well.

Perhaps herein lies the issue in regards to communication, it is quite important that you keep your contact information up to date and valid and that you are communicating through the channels associated directly with the respective account.

As to the necessaries for wire transfer, we use 3rd party payment providers for all transactions to and from our players and need to follow their guidelines regarding how and where funds are transferred (required documents, allowed banks etc). It appears that your bank is valid for wire transfer however our payment providers require we have proof that the account is not brand new in the form of a bank statement on file so that is what has been requested.

Once these things are complete in the account then we can move forward.

Best wishes,

Nick and Silver Oak

I have sent my bank statement to case number 153037286 email.

Dear ladydi53, have you received any updates after you sent the bank statement required by the casino?

No further updates from them.

Greetings all,

I was able to locate the submitted document in the system however it is super tiny and can't be read, could you please submit a copy at a better resolution ladydi53?

Thanks so much,

Nick and Silver Oak

I sent a new email with the PDF attached did y’all get it and is it approved?

Thank you for the updates, ladydi53.

Dear Nick, please let us know when the new document provided by the player is received and if it meets the requirements.

Greetings all,

Apologies however I was unable to locate any new submissions in the email system, could you please specify which email address it was sent from ladydi53? Perhaps I should reiterate that all communications regarding your casino account need to be from the registered email account within the system, unless it is attached to your casino account there is no way to know where and from whom the information is and it is generally disregarded by support staff who receive tens of thousands of queries and documents daily.

I have made a specific (and concerted) effort using the email address listed here on casino.guru, your registered email address within your casino account, as well as the ticket number provided by you in this complaint thread and am still unable to the best of my efforts to locate the information necessary.

It really would be prudent to visit customer support via live chat and go through the process to update your email address and perhaps even have them assist you in updating your necessary documents.

Best wishes,

Nick and Silver Oak

I sent that PDF to documents@silveroakmail.com from my email address [hidden by Casino Guru]. The reference number for that email is 153071351

6 days and no response. Poor customer service!

Dear ladydi53, we've been in contact with the casino representative, and they will check your email as soon as possible and let you know here.

Thank you Natalia!

Hey all,

I located the documents and have submitted them to the requisite department for review. I'll let you know when there is fresh news.

Best wishes,

Nick and Silver Oak

I certainly hope so as well his has been an ongoing process for well over a month!

Greetings all,

I am pleased to inform everyone that I was able to sort out the situation, the account is now eligible for bank wire transfer, the requested withdrawal is approved, and I have sent the withdrawal for express payment to our 3rd party payment providers. Hopefully it will go out from the casino in the hours to come.

Once payment has been issued to the 3rd party by the casino it is generally 3-10 business days before delivery to the bank account.

Perhaps it would be prudent to mention moving forward it is always a good idea to keep your account contact details updated and to always use the email account registered with the casino for casino correspondence. Hopefully this simple thing can be counted as a lesson learned.

Best wishes,

Nick and Silver Oak

Thank you for the response! How much am I getting? I never asked.

Thank you for the assistance, Nick.

Dear ladydi53, I'll set the timer for 2 weeks, though I hope the money will be credited to your bank account much faster. Please, let us know when you receive your winnings from the casino.

Wow! It takes so long. I will let you know

Dear ladydi53, can you please update us if you have received the payment from the casino yet?

Dear ladydi53,

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.

I got my money. Thanks very much for your help! We can close this case now.

Dear ladydi53,

That's great news! I'm glad to hear that your issue has been finally 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