Complaint #523 Silver Oak Casino

Delayed payment at silver oak

By Lnf730

6 years ago

I used the no deposit bonus and won a jackpot. per the terms i completed the playthrough and the rest of the winnings over $100 disappeared. I attempted to withdraw my $100 winnings via bitcoin and was told I couldn't because i hadn't made a bitcoin deposit. I have an email of a transcipt with live chat that told me if i were to make a deposit with bitcoin i could then withdraw with no issue. Silver Oak is now telling me that was a lie and denied my withdrawal and voided my winnings. I also spoke to a rep on the phone who called me and told me i could withdraw after making a deposit as well. Here is the email of the chat transcript. i'm copying and pasting so i can remove my name and number. i can send a screenshot if necessary.

Chat started on 10 Mar 2020, 11:29 PM (GMT+0)
(11:29:24) *** ** joined the chat ***
(11:29:25) ****: i'm trying to make a withdrawl and it doesn't have bitcoin as an option
(11:29:28) *** Hera Grey joined the chat ***
(11:29:35) Hera Grey: Hi ***!
(11:29:36) Casino Support Center: Welcome to Customer Support. To better assist, may we please have your username and phone number?
(11:29:38) Hera Grey: Thanks for contacting Silver Oak Casino. I will do my best to help you today.
(11:29:43) ***: (username)****
(11:29:53) ***: Phone number**
(11:30:18) Hera Grey: Allow me a moment while I check your account. Thank you for your patience!
(11:30:58) Hera Grey: You can use bitcoin for Pay out if you have used bitcoin to make a deposit to us.
(11:33:32) ***: so i made a $25 bitcoin deposit can i then withdraw $125 of bitcoin to my bitcoin wallet?
(11:33:44) ***: so if i make a $25 i mean to say
(11:34:12) Hera Grey: Yes that is correct. You have to send your Email ID and Crypto Address to
(11:34:26) Hera Grey: payments@casinosupportcenter.com
(11:35:08) ***: how long does that process take?
(11:35:25) Hera Grey: All withdrawal requests are reviewed on a case by case basis and approved by the Casino before being sent for payment. The general time frame for withdrawals is 7 business days to be approved, given we have received all required documents and they have been approved. After a withdrawal is approved, we send the funds within the following 7-10 business days. Once the funds have been sent, the delivery time may vary according to our payment service providers' limitations.
(11:35:47) ****: okay thank you. can you please email me a copy of this chat?
(11:35:57) Hera Grey: Sure!
(11:36:25) Hera Grey: It has been sen to your email now.
(11:36:28) Hera Grey: Is there anything else I may help you with?
(11:36:34) ***: thank you. that's it
(11:37:03) Hera Grey: You're most welcome!
(11:37:06) Hera Grey: Please check out our latest promotions and receive extra money on your next deposit. https://www.silveroakcasino.com/landing/entry-promo/?utm_source=livechat&utm_medium=promo Thank you so much for playing at Silver Oak Casino. We really appreciate your loyalty. Have fun and good luck.
(11:37:08) *** Hera Grey left the chat ***

Disputed Casino Silver Oak Casino

Reason Delayed payment

Amount $100

Discussion

AskGamblers

• Support Team

6 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.

Lnf730

6 years ago

I can confirm my account history states this. I honestly don’t remember playing that but i see where it says I did. I apologize for that. I did finally receive my $100 payout so this complaint had been resolved. I want to thank ask gamblers and Tawni for their assistance in getting this resolved.

Silver Oak Casino

• Representative

6 years ago

Hi Lauren--

The funds were placed back in your account, March 23rd:

3/23/2020 105580083 Promo Credit Deposit - Transaction approved Redeposit $22 as per notes $22.00

It appears you found the funds in your account on April 2nd and played the funds down to $0.36 (see attachment).

With this in mind, there is nothing further to be approved or paid on this account.

I wish you all the best,

Tawni

AskGamblers

• Support Team

6 years ago

Dear @Lnf730,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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 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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