Dear Player:

We will check into this matter and will get back to you soon.

Best Regards

AceRevenue Team

Thank you

Dear Player:

Payment was sent out by the processor but your bank returned returned the wire because of a misspell in the last name.

Unfortunately you've contacted the Casino months after transaction was made, and sent a letter to the casino from the bank mentioning Silver Oak's Casino name on it. As you may know and since gambling is not legal on US they cannot verify with the bank without causing problems to the processor or even to you.

Due to this Silver Oak has their hands tied up; they are unable to check with the processor if they ever got the wire back and cannot check with the bank what happened either.

We have spoken to the Casino and they cannot send more wires to that Bank nor to your account; this may cause you not only problems to you but to the processor. We are waiting for a response from their side to see if there is any possible alternate solution to this

Best Regards

AceRevenue Team

Just in that last response it is obvious that Silver Oak isn't telling the truth. Towards the top it says Silver Oaks hands are tied and they are unable to check with the processor if they got the wire back. At the bottom Marco states according to the processor it has not been received back. So which is it???
According to my bank if a wire has an account number and a name that is slightly misspelled it will still go through. If for any other reason it is rejected they would still have a transaction showing it was rejected. They have neither.
So as Brooke, the "Escalations Executive Host" at Silver Oak said in an E-Mail to me, I have only 2 options.... either I get proof from the bank or I don't get paid. So I got the bank to type a letter with what Brooke told me needed to be in it. Prior to this I have been informed by Isabelle my original host and Brooke that the reason I haven't been paid is a problem with the processor. So why tell me for 4 months this problem with the processor, if the processor claims to have paid me on March 7th???
I also told Brooke that I bank at several institutions and that she could send me a check and I will go to a different bank.
I will be happy to cut and paste all correspondence from Isabelle and Brooke so everyone can understand what I went through and to not choose Silver Oak.
The comment about problems for the processor or to me doesn't faze me one bit. If they are trying to scare me it won't work.

Dear Player:

Due to the inconvenience with your bank; Silver Oak is unable to process a Wire Transfer to your bank without risking their processor. Casino will send your payment using another payment method.

An agent from Finance Department will be contacting you with more details.

Best Regards

AceRevenue Team

I would just like to say thank you. This has been a nightmare but you folks are amazing. I will keep you updated every 4 days or so, or hopefully less.

 So, is there any update?

No phone calls or emails from silver oak. Still waiting

Dear Player:

Emily from Finance Department will be contacting you today.

Best Regards

AceRevenue Team

I got your message at 1:20pm local time and now it's 8:am the following day and I'm so stunned I didn't hear from the Silver Oak accounting department. (sarcasm).
They have my address on file, so I think they can just go ahead and mail me the check without wasting anymore time
. Silver Oak is very good at making you think you are going to get paid and then they pass you onto someone new and it's like you are starting from scratch again and again and again!!.

So that's 4 days and still nothing from Silver Oak. No phone calls, no email no check in the mail.

Got an e-mail from Jamie at Silver Oak .They have decided to pay me in installments due to "processing restrictions", starting on Monday. Thanks again for your help in this matter.
I will keep you updated on their payment program.

Dear Player:

As explained before Casino paid via Wire Transfer and was unable to get the money back from the processor. Since they cannot verify if your payment was either received by you or sent back to the processor they are unable to send it using via Wire Transfer again without risking the processor.

This is why they've decided to send payment back through a Person to Person Money transfer who unfortunately has limits on the amount they can send.

Please inform us once payments have been received in order to close this issue

Best Regards

AceRevenue Team

Silver Oak stated in an email from Jamie dated 7/26/2012 that "starting Monday we will start sending the funds in installments via person to person transaction. Once we have the transaction detail we will contact you right away".
Well today is Wednesday and I have heard nothing.
I'm guessing they would send it in 2 installments. Online it says they have a max payout of $2500. So to me that should only be 2 payments, correct?

Thank you for being part of the Silver Oak Casino Family. We are happy to assist you!
Bruce, I have spoken with our Ace Revenue agent along with our Financial Manager regarding your case and it has been decided that starting Monday we will start sending the funds in installments (due to processing restrictions) via person to person transaction. Once we have the transaction detail we will contact you right away.

should you have any further questions or concerns please feel free to contact me back

Kind Regards

Jamie

Financial Division

Dear Player

Please keep us updated once payments have been received

AceRevenue Team

I would love to except it seems like Silver Oak are up to their usual tricks of saying they are going to pay and don't.. A whole week goes by and absolutely nothing. Let me guess....problems with the processor!!! This coming Tuesday is 5 months since they said they paid me the first time. I just want to get paid!!!!

Dear Player:

We will check with Silver Oak when payments will be sent out

Best Regards

AceRevenue Team

thank you

Dear Player

First payment should be processed monday

AceRevenue Team

umm ok.

Dear thekiwi:

Casino just informed us that a payment of a total of $2500 will be sent out today.

I will keep you informed

Cheers

AceRevenue Team

Nice talking to you today Cindy.....yet we have another problem!!! The moneygram that was sent was rejected because the limit in the State of Arizona is $499 and they tried to wire $2500.
My guess is Silver Oak should know this ???
As Silver Oak has my personal address on file, I would appreciate a check in the full amount sent to my home address. They even just recently called me to ask me to verify my information so I know they have it correct. Thanks

Nice talking to you today Cindy.....yet we have another problem!!! The moneygram that was sent was rejected because the limit in the State of Arizona is $499 and they tried to wire $2500.
My guess is Silver Oak should know this ???
As Silver Oak has my personal address on file, I would appreciate a check in the full amount sent to my home address. They even just recently called me to ask me to verify my information so I know they have it correct. Thanks

Dear Player:

We apologize for the inconvenience the money transfer may have caused. Casino has just issued a check for the full amount; we expect to have your tracking number by Thursday -Friday the latest.

Best Regards

AceRevenue Team

Dear thekiwi:

Your Fedex tracking number is available. Please contact any CS agent and request it from them. For security reasons we are unable to post it here.

If you need any further assistance please contact us back

AceRevenue Team

I have a tracking number from fed ex. It says it will arrive Monday at the latest. I will let you know. Thank you for everything.

Dear thekiwi:

We are glad to hear check is on its way. Please confirm once check has been delivered.

Best Regards

AceRevenue Team

Dear thekiwi:

We've been informed that your package was delivered by Fedex to you this morning (Aug 20, 2012 at 10:04 AM).

Please confirm you've received it so we can go ahead and request AskGamblers to close this complaint as solved.

Thanks

AceRevenue Team

The check has been received and deposited into my account. I will wait to see if it clears and let you know.

The check has cleared my account.
Thank you to Cindy and everyone else at Ace Revenue for helping me get paid after almost 6 months. Unfortunately that was a $250 loss for interest on my credit card that I should not have to pay, so a warning to others using credit cards....don't expect immediate payment!!!
Good luck to all.

 Complaint solved!