Complaint #510 Silver Oak Casino

Cancelled my account for no reason when I was following up on my $17,500 withdrawal

By Skratchv

6 years ago

In the beginning of October I deposited $30 and received $20 deposit bonus on top. I ended up winning Upwards to $25000... I chose to stop playing and submit my withdraw requests. This was done on October 19th, 2019. I ended up cancelling a couple Withdraw request to gamble more. and ended up stopping with 7 withdraw request for $2500 each.. totaling $17500

I sent in ALL my documents. The cards Ive used to deposit money, my information. My ID with a picture of me. All the information they requested was sent to them on October 23rd.

I received information that my documents were approved and my information was sent to their finance team for the payout to be approved by them. I was told they look over the account and verify payout eligibility...

I chatted in several times. and was told early November that my payout was approved and that I needed to send my information to payments@casinosupportcenter.com. They asked for My bank name, bank address, my name, my address, my bank account #, bank SWIFT code, Bank Routing Number, and my city, state and country of birth... November 13th I sent in my information for Well Fargo as that is the bank I use... I received an email back from the payments people saying Wells Fargo wont work and I needed to provide a different bank... I responded with my information for Chime Bank (The Bancorp Bank)... I never got a reply back from them after that.

I chatted in after a few days and was told that I would need to find a different bank to use... I chatted back and forth with a rep and listed off banks in my area to see if they would work... Finally landing on BMO Bank which he said would work...

I then opened a checking account with BMO and send my new account information to the payments@casinosupportservices.com.... That was on the 29th of November... Never got a response.. I chatted in on MOnday 12/2/19 and was told my issue was being escalated... after a week and getting nothing back, I chatted in THIS MORNING 12/5/19 at 630AM... The first rep transferred me to a finance rep... This reps name was Shane Dawson... He asked for my bank info for BMO bank... which i provided... He stated he would escalate the issue and will have a resolution or payment within 72 hours... He emailed me from support@CasinoSupportcenter.com... this is the first time anyone from Casino Support Center was who I was speaking to. He emailed me so I would have a way to get back in touch with him...

Less than 30 minutes later he emailed me back with this:

Shane < surname removed > (Support Center)

Dec 5, 1:58 PM CET

Hello Summer,

This is Shane < surname removed > following up on your ticket number 5477660.

We regret to inform you that your casino access has been revoked. The decision is, unfortunately, non-reversible. Any casino account can be closed based solely on our discretion as part of our policies to ensure game fairness, the safekeeping of company assets, and our third-party processors. Your understanding is appreciated.

Regards,

Shane < surname removed >

-----

Im confused as hell and dont understand how my whole account was canceled for no reason... Please help me get my payment

Disputed Casino Silver Oak Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Silver Oak Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Silver Oak Casino

• Representative

6 years ago

Hi Summer--

Now that I've gotten the answers I needed, I can tell you with confidence that your account was closed with good reason.

This action was taken by our Fraud Department, as you have multiple accounts with Silver Oak (you also have multiple accounts with Raging Bull). All of this is strictly against our terms and conditions:

General Terms & Conditions for Membership

5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled.

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:
a. If there is evidence to suggest that you have more than one active account for the Casino;

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

I have sent the necessary evidence to AskGamblers management as proof that what I've stated is accurate.

Tawni

Skratchv

6 years ago

I still have no resolution.

AskGamblers

• Support Team

6 years ago

Dear Silver Oak Casino,

Please let us know if there's some update regarding this case.

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

See all complaints for this casino

Over a month still not paid

I cashed out $2500 on April 19 2026 . It was approved on May 1 2026. They told me 7-10 business days for them to send it . May 18 I contacted customer service they expedited the payout told me within 72 hours. I'm currently in line to see what is going on with the payment . I'll attach screenshots of this conversation when I'm done.

Resolved

$2,500

Delayed payments once agaon at Silver Oak

Silver Oak Casino is still my go-to and their gaming is great. Unfortunately I am experiencing another delay in payment. Over a month ago (4/18) I withdrew $1526 which with the bonus removed should pay out $1194. It still had not been paid out over a month later.

I also have two $2100 withdrawals from last weekend that the VIP management is trying to say my cards and account aren’t verified and more bonus amounts will have to be removed. My account and cards are already verified and I believe these will also be delayed and outside of their payment processing dates.

I’m hoping Silver Oak staff like Tawni can help get these processed like last time.

Thanks!

Resolved

$6,920

Months Delayed Payment

Almost 2 months and still nothing. I love Silver Oak but I have not gotten paid or help. The payments are beyond delayed. I’d appreciate any assistance you can provide. Thanks. Usually it’s good. Thanks. It’s been too long. The payments are delayed. Why do you want to keep the payments delayed?

Resolved

$12,465

Big win in line with rules and they just declined my second payout after i got the first of several

I have been playing with this company for years. They run several Inclave casinos. I finally hit it big, $22k! I lived in Nevada for years, so I'm used to the royal treatment with a big win. So to my surprise, I got the opposite. They stripped my ability to play with Bonus play anymore and my ability to use their expedited Coindraw service. As you will see in all the provided receipts, I was scheduled for 2nd payment 11/10/2025 at roughly 5:00am. Well surprise, surprise! it's almost 2pm, on 11/10 and they just actively ignored my support chat i opened for 30 min. I really hoped I did not have to take this public. Was wishing you can work with me to get what is rightfully owed to me. or you best recommendations for a law firm that specializes in online casinos not paying out. thanks again

Resolved

$22,000

Banking information for withdrawal

I have sent them everything - my last month's big statement, and they’re saying it wasn’t funded over $20 at the end, then I sent the recent page of the current bank statement that has not come out yet. The recent documents of it with the balance, and they are still not they were allowing me to wait till the new bank statement comes out.

I am not going to wait. I’ve been waiting for three weeks already, and they told me I could have my payout immediately.

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.

So now, after I go back in, and then I have to enter all my wire information, Bank wiring information again, and they send it back, put it in my cash. Then I have to go through the withdrawal process again. I’ve done this two times already.

I have sent them the documentation of my bank.

I have copies of all chats and all correspondence.

Resolved

Delayed payment 7500 USD

I have requested 3 separate withdrawals totaling $7500 and have not yet received the first withdrawal.

I requested these withdrawals on 8/29/2025, and on 9/10/2025,

I received an email stating the first withdrawal request for $2500 was approved, and immediately received another email saying it was on the way, which would be sent in 7 to 10 business days.

7 to 10 days came and went with no payment.

I reached out to Silver Oak, and they are now saying that payment will be processed in another 7 to 10 business days, but I am not confident in their response.

Resolved

$7,500

Bitcoin payment delay

I was given a $300 VIP credit.

Max withdrawal of $500.

Once I hit the playthrough requirement, they will immediately take away the amount you won from the screen and leave the amount you can withdraw.

So on Aug 7, 2025, I submitted a Bitcoin withdrawal request of $500.

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

My withdrawal request has been sitting there and has not been processed. They keep telling me “7-10” business days to approve; however, today is day 10, and it’s just sitting there.

I got an email at the time I made my request stating your withdrawal has been received and will be processed shortly. 10 days later, it’s sitting there not processed. This was a Bitcoin withdrawal request.

Resolved

$500

Delayed Payment SilverOak and 2500 USD

Love SilverOak but every now and then like this one, the payment gets way delayed and no one can push it through. This $2500 request was from 7/6/25 which is 18 business days ago. Way past their stated wait times. It was “escalated” last week but they said that “review” itself takes an additional 72 hours. That has passed as well with no response.

Resolved

$2,500

Casino declined 1700 withdrawal after Litecoin verification

I won $1,700 from free spins at Silver Oak Casino, and my balance showed as withdrawable. I was told to send $10 in Litecoin to verify my crypto wallet. I sent it as instructed and received a confirmation email saying my documents were processed.

However, when I clicked the link, I was told documents were still needed. My account still shows a withdrawable balance of $1,700.55, no bonus balance, and no playthrough required.

I believe this is misleading and a delay tactic. I’ve uploaded screenshots of my account balance, Litecoin confirmation, and the contradictory messaging. I am requesting either my full payout or a refund of the $10 LTC sent.

Resolved

Waiting 4 weeks for a withdrawal

I submitted a withdrawal four weeks ago, but have not been paid. I went through verification and was confirmed to have all that information done. A sister casino of theirs planet seven already approved a payment, but Oak has not. Their site says they issue withdrawals in 24 hours and then when you do the withdrawal, it says seven days and now it’s been four times that long. Please help.

Resolved

$2,500