Complaint #197 Silver Oak Casino

Payout Unreasonably Declined Multiple Times

By Vincent D.

10 years ago

Message on forum

Have attempted twice to withdrawal my winnings ($981) after completing the required playthrough amount. Both times the casino has denied the request after having submitted the required documentation, telling me to submit the documentation again.

Additionally, they do not have a secure way to submit the information they require (which is not immediately obvious when you open your account and make a deposit). This means that highly sensitive information is being sent through email or fax and there is no alternative if you want to collect your winnings.

Would like my check mailed tomorrow with no further disruptions.

Disputed Casino Silver Oak Casino

Reason Declined payment

Amount $796

Discussion

AskGamblers

• Support Team

10 years ago

We have been provided by valid evidence on behalf management of Silver Oak Casino where it is clearly displayed that player was paid according casino's bonus policy #5:

All bonuses are non-cashable and will be removed at the time of withdrawal. E.g, if a player receives a bonus of US$100.00 and later requests a $390.00 withdrawal, the $100.00 bonus will be removed and the withdrawal will total $290. Withdrawal requests made for less than the bonus received will be denied and returned to the players account.

Based on all above stated our decision is to mark this complaint as resolved.

Silver Oak Casino

• Representative

10 years ago

Hi fb_10153870828724507,

We're very clear with our Terms and Conditions relating both to processing fees and bonuses. It is incumbent to you and all players to read the Terms and Conditions before depositing and/or claiming a bonus, be it at our casinos or any other casinos online.

https://www.silveroakcasino.com/terms-conditions/

We have removed you from our mailing list and we will close your account accordingly.

Tawni

fb_10153870828724507

• United States

10 years ago

Nobody said anything about a non-withdrawable bonus or a processing fee. On top of that, my bank charged me a fee to deposit the check that you drew from a foreign bank.

AskGamblers - Please close this as unresolved since SilverOak did not provide the correct amount of money.

SilverOak - Purge all of my information from your systems and delete my account. I will never patronize your business again.

Silver Oak Casino

• Representative

10 years ago

Hi fb_10153870828724507,

I saw your tracking today and I can see that your payment was delivered. :-)

As for the amount of the check, you had used a non-withdrawable bonus which was $160. You requested a withdrawal in the amount of $981. Removing the $160 bonus along with the $25 processing fee, this leaves a net payout of $796.

All the best,

Tawni

Silver Oak Casino Complaint Stats

Resolved 502 / 522

Avg. Amount $3,699

Avg. Complaint Duration 26 days

Avg. Response Time 3 days

Silver Oak Casino Complaints

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