Ag Awards

Silver Oak Casino - Account is Locked/Blocked Without Reason!

Complaint Info
Disputed casino Silver Oak Casino
Reason Declined payment
Amount $ 2700
Posted on June 17, 2014

In fact, this is the terrible casino I ever dealt with.. My account is being blocked! The casino locked me out because I was told different reasons that are not true. An account manager of Silver Oak told me that their fraud department detected that my IP address was from New Mexico. That is incorrect! I have sent in my documents required to prove that wrong. I am a legitimate customer form California. I have done no fraud and Silver Oak online casino is treating me badly! I am questioning I have been denied and getting all these troubles is that because I have a winning of US $2700?? They have tried many ways to deny me.. for example, my credit card was denied because of unknown reasons that they couldn't provide me (and they couldn't tell me the reason because it was a third-party processor). All sorts of excuses! I have sent them all the documents proof that I am a legitimate customer from California and I have a legit credit card. That has been taking a lot of my time and energy to follow-up with them both on phone calls and live chats for many days! Yet, they keep bouncing me back and forth between account department, security department and customer service.. one side was telling one story and another was different story. They still couldn't sync up and just put that to me let alone helpless (a customer) and hoping that I would eventually give up!

Posted on June 10, 2014

Dear @llee,
Any update considering this issue?

Posted on June 11, 2014

No, no updates from Silver Oak casino..

Posted on June 11, 2014

Hi Llee,

It has been explained to you very clearly that you had been attempting to defraud the casino(s). This all began with you complaining that we were "grabbing all your winnings" because "I was winning and suddenly I just kept losing every bet."

You then threatened charge backs and at this point, and we take these threats seriously (as do all online casinos). First, we investigated your accounts with all our brands and found you were using varying birthdates (more red flags). Then we found that some of your deposits never cleared. When we discussed this with you, we asked you to prove the funds were removed from your account. You provided us with statements showing descriptors used by other casino processors--NOT our processors. It appears that you were intentionally attempting to mislead and/or defraud our casinos.

We've already explained that we will refund to you the deposits that DID clear. It is because of your actions that your accounts have been closed.


Posted on June 12, 2014

Hi Tawni,

I disagree with the serious accusation of me ever attempted to defraud any casinos. Let's go through case by case.

First, I don't know which sister casinos you have. But I can recall that I did complaint to a couple of unfair casinos in the recent past. In fact, my complaint was about "I was winning steadily for quite a while and suddenly I just kept losing in every consecutive bets until I lost all of it". Because the way I play is when I loss I would double up the previous bet. That why my deposit and wining were all gone. Naturally, as a custom I was NOT happy and disappointed and I would complaint to the live chat customer service about what was going on. Because I felt it was not a safe place to gamble my money, I felt I was manipulated and treated unfairly in the game. And I asked that I wanted my money back. That was not threats as you put it. In America, it is a country that we have a right for free of speech. Customers have all the rights to express why they are unhappy with the service. In fact, The customer service agreed to refund me. In fact, I asked them to close my account because I didn't plan to return and play there again. I was very honest.

Second, about using different birthdates and it is a red flags. I don't really know what you are talking about. If it really happened, I might have made mistakes. Can you confirm for Silver Oak casino, did I give you a wrong birthdate? You have my government ID and I have all my information proof sent to your account management department.

Third, you found that some of my deposits never cleared. I have no control and I don't even know which and when you are referring to. I have excellent credit history in the US. If you would like I can send you my recent credit report as a proof.

Forth, you mentioned that I attempted to mislead and/or defraud the casinos (by the way, so far I only sent my credit card statements to one casino - Silver Oak, so when you said "casinos" that is incorrect). Let's just put it as I was trying very hard to work with the casino to get the right transaction for verification because I was charged and I wasn't sure which one. I have had 2-3 transactions in a couple of different credit cards charged by 2-3 different casinos. Because I have just started recently to play with real money and signing up for 2-3 online casinos around the same times 5/31 - 6/2. I believe, I signed up Silver Oak awhile back but just play with sign-up bonues and appreciation bonus from time to time when such promotions emailed to me. I could you accuse me as attempting to mislead or defraud Silver Oak, and truthfully I was trying to work with "gabri­[email protected]­cas­ino­sup­por­tce­nte­" to find that transaction. I attached again, the email confirmation and credit card transaction for your review. I did use a couple of credit cards and attempted to charge and I believe I used a another one when one was not successful. You have to understand that US credit card like AMEX or Capital One, they often denied a transaction when they are come from foreign countries or unknown merchants. The processors alway use some strange merchant names.

I have a total of $2700 (deposited $250) wining in my account and you just decided to close my account from one end. I am pretty much helpless when you did that because you do whatever you want. That is outraged! Is that a game this casino plays? http:/­/ww­w.a­skg­amb­ler­s.c­om/­cas­ino­/si­lve­r-o­ak-­cas­ino­-re­vie­w-r­4032?

Posted on June 12, 2014

I attached the transaction records that I sent to Silver Oak, but the account manager said this was not from their processor. Therefore, I went ahead and contacted AMEX about this because this payment has been lost.

Posted on June 12, 2014

To readers, sorry for all the typos.

Posted on June 17, 2014

This complaint has been reopened upon Submitter's request.

Posted on June 20, 2014

Hi llee,

I’d be surprised if you did agree with the casino’s position, however, I’ll go point by point and present you with more facts.

In your first paragraph you state: "That why my deposit and wining were all gone. Naturally, as a custom I was NOT happy and disappointed and I would complaint to the live chat customer service about what was going on. Because I felt it was not a safe place to gamble my money, I felt I was manipulated and treated unfairly in the game. And I asked that I wanted my money back."

Here is the transcript from that live chat:

llee_me: i have a complaint

llee_me: i was winning and suddenly i just kept losing every bet

llee_me: it is not fair to grabbed the winning like that

llee_me: I am trying to resolve it here with you. If not i am going to dispute my credit card next.

llee_me: please refund my money and close my account. I don't think this is fair.

llee_me: i was wining for almost 2 hours and that suddenly decline on every bet was unbelivable. clearly i was stalked or downplay by the program

llee_me: please refund me my original deposit and close my account

You made the statement “if not, I am going to dispute my credit card.” To any casino that statement would be viewed as a threat of a chargeback.

To your next point regarding birth dates. You had three separate accounts at Silver Oak and two separate accounts with Cool Cat. The three accounts at Silver Oak each had a different birthdate. The two at Cool Cat each had a different birthdate. Obviously, people can inadvertently transpose or mistake a number from time to time, but in your case five times? It would defy all probabilities that you would have such mistypes, but more predictably, you were hoping not to get caught out having multiple accounts.

You DID, however make a preemptive strike to make things right when you believed you were going to have a withdrawal at Silver Oak, by contacting live chat asking to have your birthdate changed to line up to what would be on your identification you would be providing. So yes, you did attempt to defraud the casino in this and thus, your winnings would be voided.

With the issue of your deposits not being processed, it is really a moot point. With Cool Cat (the casino you believed was rigged and threatened to chargeback with unless we refunded your deposit), as no deposit was ever received, none would be refunded.

At Silver Oak, there was no deposit processed, yet you insisted there was and you provided us with the billing descriptor. Here’s where you really tripped up, though: First, you gave a descriptor for American Express—you used a MasterCard when you attempted your deposit at Silver Oak. Second, none of our processors have locations in Azerbaijan.

At the end of the day, because you attempted to defraud the casino, your winnings were voided. Had your deposits been processed, we would have refunded those funds, but because the deposits were not processed, there is nothing to refund.

And of course, it makes perfect sense that we would block any further activity by you in all of our casinos, following this.


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