To Whom it may concern,
My complaint against Silver Oak Casino has several different complaints , but the main complaint is that they shut my account down. I had been playing with Silver Oak for several yrs. And have had many problems with all parts of the casino. I understand they do not have the best reviews online , but I was able to win more then my share of money only playing Jacks or Better Video Poker.
Ok my story starts back on March 28th, 2016. I had been playing and hit for a large sum (over $100,000), and as everyone knows each withdrawl request could not exceed $2500, but every withdrawl I made was a different denomination( ie, $2499,$2498,$2497, etc) . Then everything was fine , I understood the whole withdrawl process, bonuses removed , and first i was told that I could recieve two withdrawls a month(which happened once). The withdrawls were starting to be approved, and starting showing up everything fine for a about a month or two. they would only approve one withdrawl at a time, which left all the other withdrawls in a "Pending Withdrawl" status. Which was fine, then on May 8, 2016 they accidentally "approved" $47,252, which was several withdrawls. The finance dept. made a phone call and explained there had been a mistake. They then proceeded to back out the whole $47,252 back to " Pending Withdrawls" but keeping track there was 2 withdrawls that never reappeared($2477,$2478).And everytime I ask about those two withdrawls , I could never get a answer.
As I continued to play and occasionally using a pending withdrawl that could be backed out and played in my account. Over the next few months my winnings went well over $200,000. always playing Jacks or Better Video Poker, and my biggest winnings were made through the Double up option at the end of each winning hand. As I continued to increase my winnings, and slowly recieving payments, the farther i went the harder it was to get any form of payments. Until I called and complained nothing would be processed, after a few phone calls each month I would finally recieve a payment via wire transfer. Then one day I logged in to play and my account had been deleted. after a call it was opened again due to some error on their part. And as it was opened back up, I noticed that the Double up option was removed from the Jacks or Better version of Video Poker. So I found another version of Video Poker that had the Double up option. And continued my winning ways, for another month or two, then it disappeared from that version as well. So OK that is their perogitive to remove that . And now i moved on to another version of Video Poker, and played and won a little amount, but one day logged in to play and they had manipulated the game so much that there was no way to win at all. Now keep in mind , I have wagered over $20million, and I pretty much know the chances of me winning somewhat. Now this is around the Sept./Oct months of 2016. On Nov. 17th , 2016 they "Approved" every "Pending Withdrawls" that I had left . So there was no way to continue to play unless I made more deposits , which I do not see necessary to do , seeing they still owed me a tremendous amount of MY money. So from Nov. of 2016 i did not play at this casino. I struggled to recieve any payments , I recieved my last payment on May 31st, 2017. I was only payed around $49,000-$50,000. And I am stilled owed around $35,000.
Now back in June i was calling in to ask about my next payment , As i was accustomed to. The lady that I was talking with put me on hold and returned in a few minutes and said that she could no longer talk with me , because my account had been banned. I made numerous calls and to no avail to find out the reason for my account to be banned. I have sent numerous emails to their supposed "finance" dept. they personnel at the casino would not explain at all. All i heard was that I must email to get a response. I waited two months and have never recieved a reply via email. Finally about 3 weeks ago after a phone call , I had one gentleman tell me that my account was shut down due to inactivity. With this happening , I never recieved anything via phone call, email, message saying this was happening. And as I ask if I can deposit again to continue getting the remaining withdrawls, I was told No. And I do not see sense in depositing more of my money to get more of MY money. when honestly , there is no guarantee i will recieve anything else. They could at least put the remaining money back in a " Pending" status, so that I could continue to play with the winnings I already have. I am very disappointed in this casino for nothing other then failing to communicate with me in any way as to resolving this issue. Everything must go through the "Finance Dept", but there is no way to get in touch with them. I have tried for 2 months now and to no avail. I am reaching out to you to see if there can be anything done to recieve any of my remaining winnings. Does it make sense for me to continue to deposit more money, when they still owe me between $35,000- $40,000. Thanks in advance, Scott