Chat Transcript with Katherine Mouyos
Chat started on 29 Nov 2018, 08:16 PM (GMT+0)
(08:16:29) *** Katherine Mouyos joined the chat ***
(08:16:30) Katherine Mouyos: Hello
(08:16:33) *** Jordan Litt joined the chat ***
(08:16:35) Jordan Litt: Hello
(08:16:38) Jordan Litt: Thanks for contacting Silver Oak Casino. I will do my best to help you today.
(08:16:39) Jordan Litt: How can I assist you today?
(08:16:41) Casino Support Center: Welcome to Customer Support and we hope you're enjoying your time with us! So we can best assist you, can you identify the purpose of your visit today?
(08:17:32) Katherine Mouyos: I was told I have spins that need to be played off before my withdrawl can be approved. Can you tell me which game I have pending spins on please
(08:19:13) Katherine Mouyos: My username is kittykater
(08:19:47) Katherine Mouyos: Hello
(08:20:09) *** Shelly Davis joined the chat ***
(08:20:09) *** Jordan Litt left the chat ***
(08:20:30) Shelly Davis: How are you doing?
(08:20:31) Katherine Mouyos: Hello
(08:20:39) Katherine Mouyos: I'm ok.
(08:20:50) Katherine Mouyos: I received this message
(08:20:54) Katherine Mouyos: Hi Katherine-- I was just checking the latest notes on your account and it appears that you have some spins pending which need to be played off before your withdrawal can be approved. Can you please go into your casino account and finish playing these spins? Much appreciated, Tawni
(08:21:12) Katherine Mouyos: Which game is it
(08:21:15) Shelly Davis: Thank you for the information. Allow me a moment while I check your account. Thank you for your patience!
(08:25:07) Shelly Davis: I'm still reviewing the details of your account. I apologize for the wait. Just another moment and I'll be right with you. Thanks for your patience.
(08:26:49) Shelly Davis: Katherine everything is okay with your withdrawal.
(08:26:54) Katherine Mouyos: I don't see how that's possible. If I was in the middle of a bonus round or something, the system would automatically take me to where I needed to finish. And it's not doing that, so what Tawni is talking about makes me very confused as to why she said that. Are you trying to trick me into voiding my winnings?
(08:27:23) Katherine Mouyos: Why has she said I have pending spins?
(08:27:39) Katherine Mouyos: I got that message 20 mins ago
(08:28:21) Shelly Davis: Give me a moment to check that for you.
(08:29:43) Shelly Davis: Katherine can you please request a withdrawal again. I am really sorry for the confusion.
(08:30:16) Katherine Mouyos: What? I did. Day before yesterday.
(08:31:41) Shelly Davis: You have a $104 withdrawable balance.
(08:34:12) Katherine Mouyos: What's going on? I had $190 I the 27th and requested a withdrawl and have the email to prove it. I have been playing with the $90 left and got it to $104 . Why would I need to request it again
(08:34:33) Shelly Davis: I'll transfer you over to our customer support agent. They can help you.
(08:34:38) *** Shelly Davis has transferred chat to Customer Support ***
(08:34:40) *** Shelly Davis left the chat ***
(08:36:31) *** Matthew Morales joined the chat ***
(08:36:33) Katherine Mouyos: What's going on?
(08:36:35) Matthew Morales: Hello, Good day! Thank you for contacting us. My name is Matthew. I will be assisting you today. 😊 For your security and verification. May I have: 🔐Username 📞Phone number 📧Email on your account.
(08:37:00) [email protected]$&_#=/+ *!#=/+: 35!-#;1-;(/4 [email protected]
(08:38:25) Matthew Morales: Thank you very much for that information! Allow me one moment, please.
(08:39:53) Katherine Mouyos: I received this message ***Hi Katherine-- I was just checking the latest notes on your account and it appears that you have some spins pending which need to be played off before your withdrawal can be approved. Can you please go into your casino account and finish playing these spins? Much appreciated, Tawni *** when I asked what game it was I was told that my withdrawl was fine, to just request it again. But I don't need to request it again, the latest request for withdrawl was on the 27th and I looked just before I started chatting and it was pending. It needs to be approved and the check mailed already I've been waiting nearly 7 months for this stupid payout.
(08:40:01) Matthew Morales: What happens is that there's $100.00 that was approved in your account today!
(08:40:34) Matthew Morales: May I know if you can still playing?
(08:40:51) Katherine Mouyos: Still playing?
(08:41:03) Katherine Mouyos: I don't understand what that means
(08:42:06) Katherine Mouyos: $100 that was approved in what account today? And for what?
(08:42:34) Matthew Morales: Let me explain you.
(08:44:49) Matthew Morales: There's a check request on the11/27/2018 5:23:32 PM Check Withdrawal - Transaction requested RDM-20181127172332467 ($100.00)
(08:45:08) Matthew Morales: And that was approved today by the finance department
(08:46:30) *** Katherine Mouyos left the chat
****I never left the chat-they were simply put...hanging up on me...*****
Chat started on 29 Nov 2018, 08:47 PM (GMT+0)
(08:47:09) *** Katherine Mouyos joined the chat ***
(08:47:09) Katherine Mouyos: So my check is being mailed to my address on file? Correct?
(08:47:19) *** Vallery joined the chat ***
(08:47:21) Casino Support Center: Welcome to Customer Support and we hope you're enjoying your time with us! So we can best assist you, can you identify the purpose of your visit today?
(08:47:50) Katherine Mouyos: I was in the middle of a chat that somehow was disconnected
(08:47:50) Vallery: May I please have your username (without spaces), and phone number?
(08:48:12) Katherine Mouyos: Kittykater 352-251-9774 [email protected]
(08:49:43) Katherine Mouyos: Matthew Morales was explaining to me what that my withdrawl request was approved today and then we got disconnected, so I guess what I'm waiting to hear is that the check is on its way to my mailbox.
(08:50:22) Vallery: Can you please confirm your address?
(08:50:42) Katherine Mouyos: 3408 Portillo Road Spring Hill FL 34609
(08:51:07) Vallery: Yes, that's where you're check will be arriving at
(08:51:29) Katherine Mouyos: How is it mailed? Regular post
(08:51:46) Vallery: It's sent by FedEx
(08:52:36) Katherine Mouyos: When should I expect to see it? 5 days? 10 days? 15 days?
(08:53:36) Vallery: Your request was approved just today, so you still need to wait for it to be sent out to you and then on delivery time.
(08:53:48) Vallery: After a withdrawal is approved, we send the funds within the following 7-10 business days after approval. Once the funds have been sent, the delivery time may vary according to our processors' limitations and whether we have the complete payout information posted in your account.
(08:56:02) Vallery: Is there anything else I can assist you with?
(08:56:09) Katherine Mouyos: Oh you have the complete payout information for sure. I'm pretty certain you guys have drug your feet long enough on this and will expedite this as best you can.
(08:56:42) Vallery: You're perfectly under the valid time frame, Katherine.
(08:56:51) Vallery: Yes, we have what's needed, no worries!
(08:56:59) Katherine Mouyos: I'm submitting this entire chat to my advocating group and thank you for your time
(08:57:08) Vallery: Alright, you're welcome
(08:57:13) Vallery: May I help you with anything more today?
(08:57:19) Katherine Mouyos: Have a nice day
(08:57:37) Vallery: You too!
(08:57:39) Vallery: Thank you so much for playing at Silver Oak Casino! We really appreciate your loyalty. Have fun and good luck!
(08:57:41) Vallery: If you need anything else please don’t hesitate to come back to chat and please don’t forget to rate our conversation. Have a wonderful rest of your week
(08:57:52) *** Vallery left the chat ***
(08:58:01) *** Katherine Mouyos has commented: Dunno yet ***
(09:11:45) *** Katherine Mouyos left the chat ***
So according to the chat they are issuing a check, but in my account the pending withdrawl still sits. They are always messing with me. I've had to initiate that same withdrawl 5 times since I filed this complaint. I am still not hopeful that they will every pay me and I'm completely discouraged and fed up with the fact that every person says something different.
Who am I supposed to believe?