Complaint #80 Silver Oak Casino

Found another excuse

By Shoshana77

12 years ago

Message on forum

I been a costumer of Silver Oak Casino for about a year now and quite few times won a nice sum of money.Last year I really got lucky and won 15.000$ mainly playing three card poker but was never able to collect my money cause apparently there was always some kind of documentation missing for my withdrawal,so with that been said I kept on sending copy of my credit cards,authorization forms,utility bill etc.but for some reason it didn't matter how I sent those they were always missing something and of course I kept playing until I lost all my money.I guess I should say it was my fault I got sucked in.....In The mean time I played now and then but nothing serious until February this year.When I started playing again they kept sending me all kind of different bonuses and I kept on using them and like someone before me said at first poker and table games were locked until I met the playground,even when I was able to play them I didn't really win anything.Most of my winnings were on slot machines.Finaly I decided to try my luck and withdraw my money for the first time and OMG.it was approved.Unbalivable.....After my withdrawal I went back in and decided to play some more,of course there was few deposits before I started winning a little,and with those winnings I was able to play for few days and until I had enough and decided to cash out.Forgat to mention I still haven't received my money from the first withdrawal,so before I withdraw my winnings of 700$ this time,I contacted costumer support to see how much longer will it take to get my first withdrawal to find out that all my winnings of 1000$ have been voided cause supposedly I played prohibited games for the bonus I cashed in with my deposit...My Heart stopped and my blood froze in my veins....As Shocked as I was and trying to understand what just happened,I was trying to tell them that my winnings are mostly of of slot machines but really got nowhere with operator saying"I am sorry,really,yes I understand:)".....I Couldn't understand,it really don't make any sense in any way but was still thinking OK I can still cash out my current winnings of 700$ again to find out that those are to be voided and that will be reset to my original deposit of 100$ this time without the bonus(oh yeah they offered of course,so they can voided my winnings again).So after 3 weeks of playing and 1700$ worth of winnings I was left with only two of my deposits and balance in my account of 160$.....Now Please can somebody tell me what do I do.....No They didn't even bother to look into my play and the fact that I already put in that much money out of my pocket.....I Worked in the casino,dealt witnesses and promotions but never ever seen anything like this.....This Is beyond horrible,frustrating,disappointing and heart breaking.....Somebody Please do something.....I Wish I was smarter not to fall for scam like this.....Thanks

Disputed Casino Silver Oak Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

13 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Silver Oak Casino management in regards of this complaint to confirm and justify the casino actions. The player breached the rules, therefore isn't entitled to cash-out.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Silver Oak Casino

• Representative

13 years ago

Dear Player

Dear Player:

Once again; winnings were voided since you did not follow the rules that are established and available on Silver Oak's website:

According to Silver Oak Casino Rules:

http://www.silveroakcasino.com/terms-conditions/

"No Play/ No Max bonuses

Unless otherwise stated, No Play/ No Max bonuses may only be used to play Slots, Keno, Bonus Bingo and Scratch Card games. All other casino games are prohibited and restricted. Playing a prohibited or restricted game while using a No Play No Max bonus will void any winning generated as a resulting from the use of a No Play No Max bonus. These terms are valid and applicable even after the playthrough requirement has been met.

If a player has used a No Play No Max bonus and has completed the playthrough requirement but proceeds to play a restricted or prohibited game, this will result in their winnings being voided. The rules of the bonus will continue to apply even after the playthrough requirement has been fulfilled."

"Kindly note that all Deposit Bonuses are Non Cashable. This means that the bonus will be deducted from any withdrawal made. Please also do not mix Deposit Bonuses; to avoid complication use one bonus for every one deposit made.."

"Redeeming Multiple Promotions

You may not mix or combine promotions or bonuses. If multiple bonuses are mixed, your casino winnings may be removed at the time of withdrawal. Please be sure to use only one bonus at a time."

AceRevenue Team

Shoshana77

13 years ago

Yes I can read thank you and yes I went through your rules but didn't understand the part when playthrough is over that the money that is technically mine all of a sudden becomes yours.Also in your rules I did not see the part that states:"After you complete required playthrough,please cash out your money and run,otherwise we will rob you blind".....And as you can see I can not explain it as well as the lady in"Silver Oak Casino is refusing to pay"case explained,how this works.....I dont know why do you still want me to contact the costumer support,so they can tell me"Sorry about THAT".....No I am sorry.......

I am just gona copy and paste part of the conversation between one of your managers and the claimant on"Silver Oak Casino is refusing to pay"....here It goes......

sugarbearnm: Right, but I want to take this one question at a time. I'll get to that in a second. Can you please answer my question about mixing funds? I can't know how not to do it if it isn't explained to me.

Andy: You need to make sure your balance is always zero before performing any new transaction

Andy: or very close to zero

sugarbearnm: So if I collected a no rules/no max bonus in 2011, when I opened my account, my winnings last week could potentially be voided if my account never went to zero? And I couldn't play any other games without risking voiding my winnings because this initial coupon would still be in effect?

Andy: correct

sugarbearnm: Wow. Okay. And that is where in your rules? I tried to find it but couldn't.

Andy:**************** we can consider an exception*****************

Andy: i think you already talked about this with erick

Andy: But anyways

Andy: that is not the only problem

Andy: You played video poker

sugarbearnm: No, not the mixing funds. Additionally, I want to be clear so that I know what is going on.

Andy: that is why we are not able to make exceptions this time

sugarbearnm: So where is it in the rules? I didn't see an answer there.

Andy: according to your account comments you were claiming rules are not clear

Andy: so you better go through the central dispute system

So speaking of exceptions what are the rules on those and what would I need to qualifie for one?

Again thank you for taking your time in this matter......

Silver Oak Casino

• Representative

13 years ago

Dear Player:

Unfortunately Silver Oak reports indicate that you've played not allowed games while using Slots and Keno only bonuses and this is why winnings were voided.

As you said: You may have played required playthrough on the slots and hit 1200$ bonus on the "White Rhino"before I started playing anything else but the rules of the casino also are clear when they say: If a player has used a No Play No Max bonus and has completed the playthrough requirement but proceeds to play a restricted or prohibited game, this will result in their winnings being voided. The rules of the bonus will continue to apply even after the playthrough requiremen has been fulfiled."

We hope you understand Rules are available on the site for players to read and understand them before playing. If by any chance player have inquiries or comments there is also a 24/7 Customer Support Team ready to assist you and clarify any misunderstandings.

AceRevenue Team

Silver Oak Casino Complaint Stats

Resolved 502 / 522

Avg. Amount $3,699

Avg. Complaint Duration 26 days

Avg. Response Time 3 days

Silver Oak Casino Complaints

See all complaints for this casino

Over a month still not paid

I cashed out $2500 on April 19 2026 . It was approved on May 1 2026. They told me 7-10 business days for them to send it . May 18 I contacted customer service they expedited the payout told me within 72 hours. I'm currently in line to see what is going on with the payment . I'll attach screenshots of this conversation when I'm done.

Resolved

$2,500

Delayed payments once agaon at Silver Oak

Silver Oak Casino is still my go-to and their gaming is great. Unfortunately I am experiencing another delay in payment. Over a month ago (4/18) I withdrew $1526 which with the bonus removed should pay out $1194. It still had not been paid out over a month later.

I also have two $2100 withdrawals from last weekend that the VIP management is trying to say my cards and account aren’t verified and more bonus amounts will have to be removed. My account and cards are already verified and I believe these will also be delayed and outside of their payment processing dates.

I’m hoping Silver Oak staff like Tawni can help get these processed like last time.

Thanks!

Resolved

$6,920

Months Delayed Payment

Almost 2 months and still nothing. I love Silver Oak but I have not gotten paid or help. The payments are beyond delayed. I’d appreciate any assistance you can provide. Thanks. Usually it’s good. Thanks. It’s been too long. The payments are delayed. Why do you want to keep the payments delayed?

Resolved

$12,465

Big win in line with rules and they just declined my second payout after i got the first of several

I have been playing with this company for years. They run several Inclave casinos. I finally hit it big, $22k! I lived in Nevada for years, so I'm used to the royal treatment with a big win. So to my surprise, I got the opposite. They stripped my ability to play with Bonus play anymore and my ability to use their expedited Coindraw service. As you will see in all the provided receipts, I was scheduled for 2nd payment 11/10/2025 at roughly 5:00am. Well surprise, surprise! it's almost 2pm, on 11/10 and they just actively ignored my support chat i opened for 30 min. I really hoped I did not have to take this public. Was wishing you can work with me to get what is rightfully owed to me. or you best recommendations for a law firm that specializes in online casinos not paying out. thanks again

Resolved

$22,000

Banking information for withdrawal

I have sent them everything - my last month's big statement, and they’re saying it wasn’t funded over $20 at the end, then I sent the recent page of the current bank statement that has not come out yet. The recent documents of it with the balance, and they are still not they were allowing me to wait till the new bank statement comes out.

I am not going to wait. I’ve been waiting for three weeks already, and they told me I could have my payout immediately.

When I fill out the withdrawal says your money is on its way, but they turn around and send the money back into my account. Then they sent me free spins, trying to get me to mix my funds so that I can lose my balance.

So now, after I go back in, and then I have to enter all my wire information, Bank wiring information again, and they send it back, put it in my cash. Then I have to go through the withdrawal process again. I’ve done this two times already.

I have sent them the documentation of my bank.

I have copies of all chats and all correspondence.

Resolved

Delayed payment 7500 USD

I have requested 3 separate withdrawals totaling $7500 and have not yet received the first withdrawal.

I requested these withdrawals on 8/29/2025, and on 9/10/2025,

I received an email stating the first withdrawal request for $2500 was approved, and immediately received another email saying it was on the way, which would be sent in 7 to 10 business days.

7 to 10 days came and went with no payment.

I reached out to Silver Oak, and they are now saying that payment will be processed in another 7 to 10 business days, but I am not confident in their response.

Resolved

$7,500

Bitcoin payment delay

I was given a $300 VIP credit.

Max withdrawal of $500.

Once I hit the playthrough requirement, they will immediately take away the amount you won from the screen and leave the amount you can withdraw.

So on Aug 7, 2025, I submitted a Bitcoin withdrawal request of $500.

They needed me to update my ID, so I did, and it was approved with no further requests.

My withdrawal request has been sitting there and has not been processed. They keep telling me “7-10” business days to approve; however, today is day 10, and it’s just sitting there.

I got an email at the time I made my request stating your withdrawal has been received and will be processed shortly. 10 days later, it’s sitting there not processed. This was a Bitcoin withdrawal request.

Resolved

$500

Delayed Payment SilverOak and 2500 USD

Love SilverOak but every now and then like this one, the payment gets way delayed and no one can push it through. This $2500 request was from 7/6/25 which is 18 business days ago. Way past their stated wait times. It was “escalated” last week but they said that “review” itself takes an additional 72 hours. That has passed as well with no response.

Resolved

$2,500

Casino declined 1700 withdrawal after Litecoin verification

I won $1,700 from free spins at Silver Oak Casino, and my balance showed as withdrawable. I was told to send $10 in Litecoin to verify my crypto wallet. I sent it as instructed and received a confirmation email saying my documents were processed.

However, when I clicked the link, I was told documents were still needed. My account still shows a withdrawable balance of $1,700.55, no bonus balance, and no playthrough required.

I believe this is misleading and a delay tactic. I’ve uploaded screenshots of my account balance, Litecoin confirmation, and the contradictory messaging. I am requesting either my full payout or a refund of the $10 LTC sent.

Resolved

Waiting 4 weeks for a withdrawal

I submitted a withdrawal four weeks ago, but have not been paid. I went through verification and was confirmed to have all that information done. A sister casino of theirs planet seven already approved a payment, but Oak has not. Their site says they issue withdrawals in 24 hours and then when you do the withdrawal, it says seven days and now it’s been four times that long. Please help.

Resolved

$2,500