I sent my documents and everything necessary 72 hours have passed but I have not gotten a response from anyone.

Ho mandato i miei documenti e tutto il necessario sono passate 72 ore ma non ho ottenuto risposta da nessuno.

Dear danymelo666,

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

No, no information, thanks

No, nessuna informazione.grazie

Thank you very much, danymelo666, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan ([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.  

Dear danymelo666,

I hope you are doing fine. Do you have any news regarding your account's verification?

Thank you for your answer in advance.

Kind regards,

Stefan

Good evening, no news

Buonasera, no nessuna novità

Dear danymelo666,

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 account has not yet been verified and when can he expect it to be?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

I've reviewed the situation and it seems the winning funds currently in the account are from the 2nd consecutive free chip with no cash deposits ever within the casino. The casino terms and conditions as well at the rules of the chips themselves state that only one no deposit bonus is allowed in a row, there needs to be a cash deposit between these free chips to make them valid for withdrawal should they result in a win.

We can certainly move forward on account verification however the current playable balance would be considered non-cashable.

Best wishes,

Nick and Silver Oak

Dear Silver Oak Casino,

Thank you for the fast response.

Dear danymelo666,

I am afraid the casino is in right here. Would you like to proceed to verify your account?

I am looking to your answer.

Kind regards,

Stefan

No, it's not reliable anyway. I would never pay money to a casino that looks like this. Thanks for everything and have a nice day.

No, tanto non è affidabile. Non verserei mai dei soldi ad un casinò che si presenta così. Grazie di tutto e buona giornata.

Dear danymelo666,

I understand your decision. I will close the complaint as "rejected".

Feel free to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan