Silver Oak Casino - Missing Funds from Baccarat Live Dealer

posted on July 14, 2015.

I was playing Baccarat on the live dealer table with an ending balance of $1500+. After playing, I simply exited the table like I normally do. The next day when I signed back on, my account is showing a balance of $0.

I called customer service on Monday, and a girl name Natalie told me that they are seeing a transaction pending so I should wait for 24 hours for it to go through. More day a day past my balance is still $0.

Called them again on Tuesday, they say they will look into it and get back to me.

Called them on Wednesday in the VIP department, a girl name Candy told me she sees nothing wrong with their software system, so she will need the VIP manager AJ short for Alvin Jackson to look into it more for me.

AJ told me to call back on Friday, which I did. He told me the RTG people got back to him and also told him there wasn't anything wrong with the system, and that it looks like I played through with all my money. I told him that's impossible and I have PROOF, just look at the BET LOG and you will be able to see how much I bet and how much balance I have left over after each bet. He told me the only person can view bet log is the customer service manager, which I had to wait until Monday to talk to.

Called AJ on Monday, he told me the CS manager reviewed the bet log and told me EVERYTHING LOOKS FINE. I AM SO FRUSTRATED AT THIS POINT. Asked him to email me the bet log so we can review it together. He agreed to it, but never emailed me! He told me his supervisor is not letting him email me the bet log because it doesn't show the full report, which he needs to wait for SOMEONE from some RANDOM Department to get the full report! He also informed me that he does see the last bet I made was $5 and it was a tie, which is not a win or lose. Hypothetically speaking, even if that was my last $5 in my account, it was a tie so I should at least have $5 in my account but my balance shows $0. So OBVIOUSLY there IS SOMETHING WRONG WITH THE SYSTEM AND I NEED MY MONEY BACK!

posted on July 18, 2015.

Any update considering your complaint? Thank you.

posted on July 21, 2015.

Hi jinyong1624

I must apologize for the delay in reply on this, as I was away dealing with an urgent, personal issue.

I’ve looked into this and from what I can see, one of our Escalations Managers has already contacted you regarding this. It appears that nothing was wrong with your account and the $1500 + that you described was indeed in your account.

Just as a friendly reminder, Live Dealer may only be played with REAL MONEY. You may not play using comp points, auto-cash back or any other bonuses.

I hope this resolves everything and again, apologies for the delay.

All the best,


posted on July 24, 2015.

Dear @jinyong1624,
Any updates regarding your complaint?
Thank you.

posted on July 28, 2015.

The upper management person Ally contacted me very quickly and resolved this problem for me. I am grateful their response.

posted on July 28, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.