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Silver Oak Casino - Account closed after withdrawal request with no explanation

RESOLVED
Complaint Info
Disputed casino Silver Oak Casino
Reason Account closure
Spadedone California Message
Posted on May 28, 2021

On April 30th I won 399.00 from the use of a deposit bonus and requested a withdrawal on May 1st. I sent in all the verification paperwork they ask for and was verified through hooya. I was sent confirmation that my withdrawal was processing and the email containing all the verification paperwork was received and to update my payment information(which I did may 1st) and that a team member will contact me to confirm receipt and follow up. I was told that it would be a couple of days for the process to finalize.

I waited 3 or 4 days then went to try and sign back in to my account to see where the progress was with the withdrawal but I was unable to sign into my account. I reached out to customer service and every time they asked me to verify my account info they would just send a generic message stating my account was closed and then just end the chat. I emailed customer support and was given the same run around and generic message that my account was closed and that they do not have access to my account info and in regards to the reason why I was told it was due to various reasons. I asked again why it was closed and was given an answer that they are not sure the exact reasons but they don't have access to my account to tell me and also that the decision is final and there is nothing they can do. I don't understand why there would be any reason to close my account. I made sure to triple read the TandC and before I used any promotions I would chat with a rep and ask clearly and repetitively that in using the promo would not jeopardize my account in any way and was always given the ok and I have to chat notes to prove. I find it very odd that it just so happened that my account was closed after requesting a withdrawal.

This is wrong especially because they had no problem taking my money but the second I request a withdrawal suddenly there is something wrong with my account. And then to be given the run around for weeks while trying to get an explanation as to why is very unprofessional. I would not have an issue if I broke policy but I know for sure I didn't.

Posted on June 1, 2021

Hi Nicolas--

I've checked in on your account and I can see that our Fraud Department has closed your accounts. The reason for this is that you've opened accounts throughout our network, using inconsistent and false information. This goes strictly against our terms and conditions:

GENERAL TERMS & CONDITIONS FOR MEMBERSHIP

12. The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your casino account in any circumstances including:

If you provide incorrect or misleading registration, account or identification information;

--

As a result your winnings have been voided and all accounts have been closed.

I've forwarded the necessary evidence to AskGamblers management to verify what I've stated is accurate.

Tawni

AskGamblers
Posted on June 1, 2021

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Silver Oak Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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