Silver Oak Casino - Casino not being truthful

RESOLVED
Becky Jantzen United States
posted on April 21, 2016.

I had a withdrawl for $1751 approved on 4/5/2016. I do my best to track pending withdrawls, usually via Live Chat. I have been told by two separate Silver Oak Live Chat agents that my withdrawl had been sent to the processor. This morning, I was told that it had not been sent. My issue is that I believed that I was lied to regarding the status of my withdrawl. I wish to find out the true status of this withdrawl, and why I would be told incorrect information by three different Live Chat agents. I have transcripts of all of my chats for exactly this reason. I have always been nothing but cordial and polite with these agents, and I feel violated if they have not been telling me the truth.

Becky Jantzen United States
posted on April 23, 2016.

The same Live Chat agent that told me that my withdrawl had not been sent to the processor, said that there was a note on my account since April 6th that they needed to verify my name , address, and phone number, and they were waiting for my response. I emailed them that information on the same day that I received the email (April 6). I have had at least 4 or 5 subsequent conversations with Live Chat agents asking them if they had everything they required to process my withdrawl. Not one of them ever told me that there was a note on my account prior to the one that told me that a couple days ago. My opinion is that when these Live Chat agents say that they are looking up your account, they really are not. Or, they have been told to stall by management to delay the payout as long as possible. I have been very transparent in my dealings with Silver Oak, and there is no reason whatsoever, if they required more information that they could not have received it through my numerous inquiries from Live Chat, or a phone call, or another email. I did give Robyn the information in a phone call that I made to them, and I told her that I was upset that two different agents told me that it had been sent to the processor. She apologized and proceeded to tell me that there had been delays in processing. Why is that my problem? I don't believe any of what they say, and think everything is a stall tactic. Supposedly, my withdrawl is currently at "The Escalations Department", but I think that is just another stall, as well. The only thing that will make me feel better about Silver Oak at this point in time is a tracking number from Fed-Ex.

Becky Jantzen United States
posted on April 26, 2016.

I just spoke with the Withdrawls Department at Silver Oak via Live Chat. They have informed me that my $1751 has been sent to the processor, and that there will be no fee. They said that now they have to wait to hear from the processor with details, and that they will contact me immediately. Now it is a waiting game for a tracking number. I'll update Ask Gamblers as soon as I hear something else.

posted on April 27, 2016.

Hi fb_493845930802791,

I have much better information than what you'd received. ;-)

I'm happy to say the tracking on this payment reached me late yesterday and I can see it is set to be delivered to you today (Wednesday) by 4:30 pm.

I'm sorry for the frustration and delays you've experienced with this.

All the best,

Tawni

Becky Jantzen United States
posted on April 28, 2016.

Dear Tawni and Ask Gamblers Staff;

The check arrived on 4/27/16, just as Tawni stated that it would. They also waived the $40 fee. This issue has been resolved, and I will continue to play at Silver Oak Casino, as well as recommend them to my friends.
Sincerely,

fb_493845930802791

AskGamblers
posted on April 28, 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.