Silver Oak Casino - 3 months waiting for my payment

RESOLVED
posted on April 9, 2016.

First, let me be clear, I am looking to receive a payment of $500 I won but have been waiting 3 months with no luck. Even after following all guide lines and submitted all documents, here is my story. I deposited in early November with the "crewpon” bonus and at the end of the month you receive a chip dependent on the amount of players that redeemed the bonus as well within the same month. In this month it was 1000 players = $500 chip. I was sure to read guidelines and all rules to this bonus and follow them accordingly. I also deposited before receiving the chip, ensuring there weren’t consecutive no deposit bonuses used to prevent any problems. After receiving the $500 chip I played and completed the play through with a few thousand dollars extra. At this point it was taken from my account leaving $500 as the coupon stated it would. This was around Christmas time so I sat on the balance Ensuring I had all the correct documents to send in. I ended up requesting a withdraw in early January. My withdrawal was approved January 29 to be paid in the form of a check . With my current bank only accepting USA checks I had to opened a new account due to check payment being the only possibility. Since then I have communicated multiple time a week in regards to status updates. March 3rd I received a message from silver oak (robin) stating, they were sorry for how long it was taking for my withdrawal. Then was told they were going to send me the withdrawal amount of $500 on a gift card that would be ATM accessible. I was happy about that so I closed out the new bank account seeing I wouldn't need it. Although, every time I check the status of the withdrawal I get the same thing, “It’s at our processors” I have been told this since early February. I have been nice and patient and wish I could be understanding but have not received any real information to understand. In my opinion it’s very simple to deposit but withdrawal process is a problem. I have contacted them a few times every week with no real outcome. I almost feel like opening a complaint is my only hope of being paid. Everything in this process has been a negative experience for myself except one thing, a person by the name Robin. The little bit of information I did get came from her. on March 29,2016 I called in and was told by Robin the first batch of payments on the new gift cards had a problem.so the process was slowed down but I should receive payments soon. Since then it has been almost two weeks and so long before this, that at this point I feel like I need to file a complaint to be safe. I tried avoiding a complaint in fear of any negitive veriws my complaint may bring for them,I really do like Silver Oak but I feel like this might be the only way I receive the $500 I won fairly

Thank You For Your Time.

posted on April 15, 2016.

Hi conantheconman,

I'm so sorry for the difficulties you've experienced with this.

I can see from the notes that we've had to find an alternative means of delivering payment to you. My understanding with this is that the payment will be available tomorrow (Friday) or Monday, but I need to get a firm date on this from our Finance Manager.

I will check first thing in the morning and report back to you on this.

All the best,

Tawni

posted on April 15, 2016.

Thank you for looking into this for me. I don't know what you exactly mean by "alternative means of delivering payment" I'm very understanding and on my end I was willing to accept any form of payment as of now the atm accessible gift card is the form I would prefer But as long as I have sufficient notice I will accept any reasonable payment form as of then and currently. If alternative means refers to complications on your end I would be more understanding with the information. It has been over 3 months and having to take time out of my day almost every day in search for answers as to when payment will be sent and received is a huge burden. it is friday afternoon for me have not received any communications as of yet. I do hope we can take care of this problem quick and easy because I do enjoy your casino very much and hope to be a continued and regular playing member. I have the utmost faith that silver oak is a great casino and fixes any problems that do occur thank you for taking the time to handle this issue. I look forward to communications on this matter

posted on April 19, 2016.

Hi conantheeconman,

I'm so sorry--I was under the impression you were already contacted by our Escalations Manager (this is entirely my fault).

I can see that Ally has sent you information on your payment and it is available for you to receive.

Again, apologies for all of your frustrations with this.

All the best,

Tawni

posted on April 19, 2016.

thank you very much. I have received payment. thank you silver oak and ask gamblers staff

AskGamblers
posted on April 20, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.