I had won and was waiting for my Withdrawl of $800 on October 14,2023. I completed all the verification process and verified my identification with no issues. Said my winnings should be deposited in my account soon but the next day I got only $10 and the rest of $790 the manager took it says. This is clearly robbing me. It is making me so depressed and stressed I don’t know what I’m going to do everything in my life is going so tough and it’s a struggle and now when I had some Hope thought I might be able to catch up with bills and car repairs I get robbed by what I thought was a professional real online casino.

Dear jreezy916,

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 advise if your winnings were accumulated with or without an active bonus?
• Have you redeemed any free bonuses from this casino in the past?
• Was your account fully verified?

If there’s any relevant communication, please forward it to [email protected].

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

Player's additional comments:

I had initially got a free bonus from silver oak casino and I had fully completed all the wager requirements before I cashed out the $800. I won almost 5-6 thousand on there or more but it went towards the wager. I had fully verified and completed all the verification steps before I was able to request a cash out. Fully verified on ye casino site and also on the bitcoin app which was required to get to receive the first payout. It also required me to send them $10 through my bitcoin wallet to verify if the account would match before they send the $800. So after everything verified they sent me $10 back only. I don’t think I had got any other bonus from them before.

Thank you, jreezy916, for your email. I have checked the general bonus terms and conditions, and this is what I found (here):

RULES

No Deposit Bonuses (Free Chips, Free Spins)

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

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 withdrawal the second No Deposit Bonus.

Hence, if your winnings were accumulated exclusively from a free bonus, the contested amount should be $100, adhering to the maximum cashout limit, rather than $790.

Could you please forward a screenshot of your bonus history to [email protected]? Thank you.

I believe I emailed you the screenshot already

Do I understand correctly that you haven't placed any real money deposit to play between redeeming free bonuses? Thank you.

Dear jreezy916,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.