On January 29th I requested 2 withdrawals ($2374 and $2500) via wire transfer.
All my documents are in and correct. I have contacted the casino through live chat multiple times and keep getting told that has been escalated and re-escalated. The two above withdrawals were approved on Feb. 9th and I still have not heard anything about them getting processed. When I contacted them last week (March 8th) I was told that it was re-escalated to the finance dept and to contact them back in 7 days. I just finished contacting them again (March 15) and was told that I should have been paid already but that it is not showing as seen by the finance dept. So he was going to ask that the finance dept take immediate action and would hopefully get sent to the processor this week or early next week. He said I should just keep checking back. So it looks like I will have to keep contacting them everyday until I finally get paid. These 2 withdrawals are holding up some other withdrawals I have, another $700 at Silver Oak and at sister casino Planet 7 ($1300ish). I hope you can help.
Here is my last Live Chat with Silver Oak;
Thank you for contacting SilverOak Casino. My name is 'Mason < snip >'.
Mason < snip >: How are you doing today?
rguttinger: Good, but frustrated. I am just trying to get information on my withdrawal requested on Jan. 29th and approved on Feb. 9th (two withdrawals - $2374 and $2500). It has been escalated and re-escalated but I still have not heard anything. I was told on March 8th to contact you all after 7 days.
Mason < snip >: Ok allow me a moment to have a look at your account will get to the bottom of this .
rguttinger: Thank you
rguttinger: You were the one that actually told me to contact you after 7 days. You handled my last live chat.
Mason < snip >: I know . I remember let me see
Mason < snip >: I am really sorry for the delay. Thanks again for bearing with me.
Mason < snip >: Ok I am just looking at the escalation list to find out what has happened
Mason < snip >: ok I don't find a payment here just double checking your prefered method of payment is check correct
Mason < snip >: bank wire sorry
rguttinger: yes, bank wire
rguttinger: So, what does it mean that you don't see a payment? When will it get processed. This is over the time frame outlined by the casino
rguttinger: These withdrawals are holding up other withdrawals from sister casinos.
rguttinger: It appears that re-escalting this did nothing
Mason < snip >: I am not sure why it hasn't been paid it should have been. I am going to request finance to take a immediate look at this
rguttinger: So how long should that take?
Mason < snip >: I am going to get finance to take a look and hopefully I can get it sent to the proccessors this week or early next week
Mason < snip >: unfortunatly this is the best I can offer you right now
rguttinger: Will I get an email from finance once the process the withdrawals?
rguttinger: How long does it take to go from finance to the processor? Once the processor has it how long does it take to reach me?
Mason < snip >: best thing to do is contact us through live chat and we can give you an update
rguttinger: Ok, I will also file a complaint on the ask gamblers website since all I keep getting is that I have to keep contacting you all.
info: Your chat transcript will be sent to < snip >@gmail.com at the end of your chat.
Mason < snip >: I do apologise
rguttinger: Thanks. Contact you all again tomorrow
Mason < snip >: best this is the best I can do for know
Mason < snip >: have a good day