Complaint #601 Silver Oak Casino

Account closed after withdrawal submitted

By Melissa H.

5 years ago

On April 3, 2021 I submitted a withdrawal to Silver Oaks Casino in the amount of $1,400. That same day they sent me an email (screenshot attached) confirming my withdrawal request and what documents they would need in order to process my withdrawal. I successfully verified my identity thru HooYu and sent in the required documents (screenshots attached). Then on April 8th, they send me an email requesting payment details which I sent to them on April 9th (screenshots attached). Days go by and I don't hear anything so I try logging into my casino account and all of a sudden I'm not able to. At this point I don't know what's going on so I try to do a password reset which wasn't working so I email them and get a response back saying they can't find an account associated with my email <email removed >. I respond back to that email and send screenshots to prove that is my email address and that's where they've been contacting me so how could they not locate my account. And finally, I receive an email saying my accounts been closed. I've been gambling on Silver Oaks Casino for years and have never had any problems with withdrawals or not being able to reach a live person. But now, not only can you not reach a live person by phone but you can't even reach a live person by email. All their responses are computer generated. What kind of customer service is that. We spend our money there and to be treated like that isn't right.

Disputed Casino Silver Oak Casino

Reason Account closure

Amount $1252

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Melissahenry6941

5 years ago

Hi Tawni and AskGamblers,

I'm almost at a loss for words and still cant believe this issue has finally been resolved and YES I have finally received my payment!!

Tawni, I cant thank you enough for all your help. And to AskGamblers, thank you soooo much for helping me get my payment. You guys truly are amazing!!

AskGamblers

• Support Team

5 years ago

Dear @Melissahenry6941,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Silver Oak Casino

• Representative

5 years ago

Hi Melissa--

I'm very happy to tell you that your withdrawal was paid to your wallet, yesterday: 6/1 Paid $1252 (0.03458542) + no Service Fee BTC for transaction #115753972.

Regarding the shortfall from your requested amount, this is because you received a bonus. All bonuses are non-withdrawable and as such, removed from your total withdrawal amount.

I wish you all the very 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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When I fill out the withdrawal says your money is on its way, but they turn around and send the money back into my account. Then they sent me free spins, trying to get me to mix my funds so that I can lose my balance.

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I have sent them the documentation of my bank.

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They needed me to update my ID, so I did, and it was approved with no further requests.

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