Silver Oak Casino - Bank refuses to cash payout says it is counterfeit

RESOLVED
Rebecca Staples United States
posted on December 2, 2015.

I cashed out on 9/16 received check on 10/26/15 bank held until 11/30/15. I have tried to get someone anyone from payment processing to contact me via email, no one has. on 11/7 I corresponded with a Emily which assured me the check was good and now since I have the check back and want to send it back to them so they can send me my winnings in another form, I cannot get VIP center or payment center to contact me back. At this point I am wondering if my Bank was right. I just want some resolve now. Either help get me paid or tell me to forget it we lied.

Rebecca Staples United States
posted on December 3, 2015.

Hello Rebecca, I saw a note from our finance department that they advised you to send the check to collections (which is a standard procedure for international checks) since stop payment will be more time consuming and expensive in your part. There is a $250 fee for a stop payment request for the check. You can also send an email to our finance department at [email protected] to consult about this issue. Good luck and have a nice day.
This is the reply I received today. But no one from the payment center will contact me. This is from the VIP center. I still do not know where to send the check.

posted on December 7, 2015.

Hi fb_427277334147329,

Although I know you already spoke with our Escalations Manager regarding this, I wanted to follow-up in this venue.

As you've already heard, we've sent off a prepaid card to you (it's already on its way) as a replacement for the check.

All the best,

Tawni

Rebecca Staples United States
posted on December 7, 2015.

Thank You I am just waiting on the card. Hopefully this will all be resolved quickly. I am so thankful at how quick SilverOak has taken care of this problem..

AskGamblers
posted on December 10, 2015.

@fb_427277334147329,

Did you receive the prepaid card, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

Rebecca Staples United States
posted on December 11, 2015.

As of today I have not received the card yet. I am still waiting.

posted on December 15, 2015.

Hi fb_427277334147329,

I’ve received the tracking number relating to the shipment of your card and it is definitely on its way to you. I’ve forwarded the tracking information to the management at AskGamblers for verification.

All the best,

Tawni

Rebecca Staples United States
posted on December 17, 2015.

Yes they have sent me a card but the card has been in the Chicago Post Office since Dec. 9th. The card was mailed Dec. 4th. I would prefer this case stay open until I receive my winnings or at least this card. I do not know that as soon as we close this case if I will ever get my winnings. So far it is going on 3 weeks since the card was mailed to me.

posted on December 21, 2015.

Hi fb_427277334147329,

Due to a bit of a tech issue, I've not been able to get into our system to see if there's any new information.

First thing in the morning I will be able to look into what's happening on this and I'll reply as soon as I have information.

Tawni

posted on December 22, 2015.

Hi fb_427277334147329,

I've been following this daily and I can see this is still stuck in Chicago. We don't know why this is, but there are two likely possibilities: 1) this is due to the high volume with the holidays or 2) this has not yet cleared customs. I'm guessing it's the latter, but I have no way of knowing at this point.

Unfortunately, this is just one of those situations where we'll have to wait a few more days.

I'm sorry for the delay,

Tawni

Rebecca Staples United States
posted on December 26, 2015.

Since I still have not received my card or my winnings I still want this open please. I know they are going to check into other ways sometime next week so we will see.


Thank You
Rebecca Staples

AskGamblers
posted on January 2, 2016.

Dear Rebecca,

Any news regarding your complaint? Thank you.

Rebecca Staples United States
posted on January 2, 2016.

Yes I finally received my card today. Now I am just waiting to see if it get funded.

Thank You all for your assistants on getting this done. I know that because Customs kept it for nearly 30 days was no fault of the Casino. SilverOak has kept in touch with me at least 1 time a week to insure that I am ok and to help me with patients in this matter. I will tell all my FB friends how great you are..

posted on January 3, 2016.

Hi fb_427277334147329,

Thank you for posting that you have received the payment.

Happy New Year,

Tawni

Rebecca Staples United States
posted on January 3, 2016.

No Tawni I did not say I have received payment I said I received a card which I cannot even activate nor does it have any funds on it and I will have to go to another city in order to take cash off. So right now since no one contacted me back today I am still waited for my payment.

posted on January 6, 2016.

Hi fb_427277334147329,

The request has been sent to the Finance Dept to send the payment, this transaction is considered a high priority and therefore, it should be received within the next few days.

All the best,

Tawni

Rebecca Staples United States
posted on January 8, 2016.

Well I received my card on Saturday and I a still waiting on the funds to be deposited to my card. Mon. and Tue I received an email that stated we have sent it to the payment processor and there is a rush on it. But since then nothing not I am sorry it is taken so long not we really don't have the funds right now, nothing. So at this point I have lost patients with SILVEROAK Casino. I was told that when I received my card the funds would be released immediately no more waiting. HA HA HA

All the best
Rebecca Staples

Rebecca Staples United States
posted on January 9, 2016.

Tawni, I just wanted to let you know that I received my funs today. Even though I lost patience's with yall I do appreciate the time and effort you all put into this matter. This case can be closed now.

Thank You
Rebecca Staples

posted on January 9, 2016.

Hi fb_427277334147329,

Glad to hear it! Thanks for posting the update.

All the best,

Tawni

AskGamblers
posted on January 11, 2016.

Based on player's last comment, we consider this case as resolved and it is now officially closed.