This is what I call professional and responsible Customer Support.
Keep up the good work!
Silver Oak Casino Problem
> Please be advised of the
> following problem I had this past week playing at Silver Oak
> Online Casino.
> I played under
> the name kmarc11 and the email I used was email@example.com
> ( please note I am not using firstname.lastname@example.org
> to send this email).
> I made initial deposit of $250.00 on June 16.
> Account history shows it was approved on June 16 at 5:31 pm.
> Gambled most of this, and brought balance down to less
> than $10.00. Received call from host the following
> Monday, advising I was credited the weekly $50.00 bonus. I
> used the $50.00 on slots only, and won $5000.00 on Sevens
> and Strips 3 Reel dollar machine. Live chatted with them and
> they confirmed I just needed to complete the play through,
> and I could begin withdrawing. In the meantime, I
> submitted all required paperwork via fax, and received IM
> advising that my documents were successfully received and
> accepted. Once I completed the play through, I made two
> withdrawal requests, one for $2 500 on June 20, and another
> for $2,006 on June 23 after calling them and confirming I
> could make the second withdrawal request even though the
> first one was still pending. After the second withdrawal
> request, attempted to make another $200 deposit to take
> advantage of Big 250 bonus, but it was denied. I called
> and was told my initial deposit request was denied as well,
> on June 21, and that my winnings and withdrawal requests
> were null and void. At that point, my account was zeroed out
> (not before). I was never notified of this deposit
> denial, and was allowed to continue to play through the
> evening of June 22, and a withdrawable balance continued to
> show in my account up through my second withdrawal request
> on June 23. I then called and spoke with Paulie Mancini
> and asked that this be elevated to higher management. He
> did say he would notify them, but I have not heard back.
> Lastly, I checked with Mastercard Customer Service, and they
> advised that NO request for the $250.00 deposit was
> attempted against my Mastercard account and they confirmed
> that if they denied the request by Silver Oaks to charge my
> account, there would be a record of it, but there was no
> record whatsoever. It seems no attempt was made by Silver
> Oak to charge my account.
We've spoken to Silver Oak Casino and they've informed us that this issue has been solved already. Is that correct? If so please let us know so we can request AskGamblers to close this complaint.
Silver Oak allowed me to process two withdrawal requests, but not funds have been received to date. They claim it will take 7-10 days so I am hoping to have the funds next week. Are you able to leave the case open until I confirm funds have been received?
We do not understand why keeping open this complaint. Issue was solved and since payment requests were made on 6/27/2012 7:14:16 PM there is still no delay.
Keeping this complaint opened will not expedite the payment. You will have to wait for approval as explained on Silver Oak's Site. All withdrawal requests will be reviewed and approved, or denied, within 4 to 7 business days. Your payment will be made within 7 business days of approval. Withdrawal times may vary due to processor availability.
Please also keep in mind that all AceRevenue Brands have a Central Dispute System CDS where you can submit any claim or dispute.
Is the payment finally received, so we can close this complaint?
Yes, all payments received. Thank you for all of your assistance. Regard, email@example.com.
Since player confirmed payment has been received please close this issue as solved.
Leave your comment about this complaint
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