Dear Customer,

Please check the documents so that I can complete the payment. I sent the necessary documents 2 weeks ago and it has not been checked yet. I sent it to both email addresses.

Dear KNORBERT,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

I sent the necessary documents by e-mail 11 days ago. No response of any kind has been received to this email address: [email protected]

Unfortunately, there is still no response here or from the casino

Thank you very much, KNORBERT, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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.  

Hello KNORBERT

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Silver Oak Casino to join the conversation.

Dear Silver Oak Casino,

Can you please provide some information regarding the player's verification delay?

Greetings all,

It's true manual documents review can take a good bit of time unfortunately, the simplest way to accomplish this is online through the "my documents" section in the casino cashier.

I have reviewed your account KNORBERT and unfortunately the balance in your account is not eligible for withdrawal, the rules of the chip in play and the casino itself only allow one free chip between deposits. This would be the second chip you have cashed with no cash deposits in your account to date.

Supporting evidence has been sent to the www.kpvfaw.com team for review.

If you would still like to get your document confirmed for future play let me know, I'll be happy to help.

Best wishes,

Nick and Silver Oak

Of course, I sent the documents so that they would be accepted, but it has been a very long time. Unfortunately, communication absolutely does not work at this casino and this is a big disappointment for me. At other casinos, after spinning the free chip, I received the real money in several cases.

Hello KNORBERT

As per the response from Nick we have received evidence that you did not make a real money deposit between claiming the no deposit bonuses. Although the casino should be able to set their system so that the players can only claim a bonus when they are allowed to do so. The system should be set to avoid unintentional breaches of the casino's bonus rules, by claiming more bonuses as the players are entitled to, but as stated in the Silver Oak casino terms and conditions here:

Rules

No Deposit Bonuses (Free Chips, Free Spins)

• 4. Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw the second No Deposit Bonus.

Every casino can have different terms and conditions. When you have created the casino account at Silver Oak casino you have agreed to the casino terms and conditions. As far as we know non of the no deposit bonus is awarded automatically and every bonus needs to be proactively claimed or the bonus code redeemed so you were aware when you've done that, so in this case, we are forced to agree with the casino's decision.

I understand this and thank you very much for your help. I'll pay more attention to this next time. Have a nice day!

Dear KNORBERT

Thank you for understanding. As you probably know by now the casinos can design their bonus T&Cs as they like and create their own set of rules and there is almost nothing we can do about it. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal