Complaint #184 Silver Oak Casino

Unjustified Bonus Removal

By Dsmooth

10 years ago

I received an email stating I could return to play at the casino "on the house" with no deposit required. I entered the promo code of Play100. Was given the $100. Played thru a little over $900 of the required $3000. I received another email with a free spin code. I went to enter that and couldn't. I started a chat and was told I couldn't use the Ninja25 code because I'm on the play100 code. Fair enough. Go back to play the game I was playing and my balance was 0. I contacted support again and was told I shouldn't have been allowed to use Play100. If I wasn't allowed to play why did it accept that code but not NInja25? The first rep that took the money out tried to get me to play on a triton code when I didn't want to do that since my balance was already over $200. Finally manager said he would credit 200 but would escalate to see if I was eligible to cash out. No thanks. I've attached the screen shot of the email.

Disputed Casino Silver Oak Casino

Reason Bonus removal

Amount $100

Discussion

AskGamblers

• Support Team

10 years ago

@Dsmooth,
Are you satisfied with the casino's response, can we close this complaint as resolved? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

Silver Oak Casino

• Representative

10 years ago

Hi dsmooth,

Although we offer a steady stream of free chips, it is incumbent for players to take the time to read our Terms and Conditions:

1. The bonus amount must be wagered a minimum of 30 times; 60 times for All Allowed Table Games and Video Poker.
2. Wagers placed in Baccarat, Craps, Pai Gow Poker, Roulette, Sic Bo, and War are not allowed with any No Deposit Bonus (unless specifically stated otherwise) and do not count towards meeting the wagering requirements.
3. Unless otherwise stated, the maximum withdrawal amount from any No Deposit bonus is twice the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.
4. Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to redeem the second No Deposit Bonus.
5. All No Deposit Bonuses are subject to the Wager Requirements and Maximum Withdrawal Limits listed above.
6. Once you have met the Wager Requirements and are able to make a withdrawal, any amount that is over the Maximum Withdrawal Limit will be removed from your balance, as you will not be able to withdraw these funds.

Term #4 is particularly important, in that we will not honor withdrawals when a player uses two free chips without making a real money deposit between.

You used the 20FREE coupon, 1/5/2015 and then the PLAY100 coupon, 9/23/2015—you’ve never made a real money deposit, so according to the terms, you would not even be eligible for a withdrawal. This is why the system removed the bonus. When you contacted support, the manager you spoke with credited your balance to $207.50, so you could continue towards reaching your playthrough. I’m not certain why the manager did this, given you’d breached the term described above, but since this manager opted to do this—it will ultimately be up to our Withdrawal Department manager to approve or deny any withdrawal request, should that time come.

In the meantime, you need to read Term #1, the term speaking to the actual wagering requirement. Because you’ve been playing blackjack, you are subject to a wagering requirement of 60 times. Your total playthrough would be $6000 (not the $3000 you believe it to be). Your current playthrough is $1,742.50, which means in order to achieve a withdrawal, you will need to play through an additional $4,257.50.

I hope this helps you understand things better.

All the best,

Tawni

AskGamblers

• Support Team

10 years ago

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

AskGamblers

• Support Team

11 years ago

Dear @Dsmooth,

Any update regarding your complaint? Thank you.

Silver Oak Casino Complaint Stats

Resolved 503 / 523

Avg. Amount $3,698

Avg. Complaint Duration 26 days

Avg. Response Time 3 days

Silver Oak Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 460 out of 478 complaints in this category have been resolved.

This operator's average complaint duration is 26 days, while the average duration across all operators is 8 days.

Silver Oak Casino Complaints

See all complaints for this casino

Delayed Again Twice

I love playing here, but I feel like I continuously have to complain here on a delayed payment.

I have one withdrawal from the middle of last month that was continuously being denied. Now it’s been pushed through and is past their payout limits. I have another one that’s timing out as well.

I’ve tried to work with the customer service, but all they keep saying is that my payout is being escalated.

Resolved

$3,089

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