Complaint #717 Silver Oak Casino

Delayed withdrawal and lack of support

By jesper l.

3 years ago

Message on forum

Hey, I recently tried to get in contact with the support but I am not able to access live chat or email.

I have several withdrawals but I can't select them or know where they actually sent the money. So I need some answers and to have this explained, I attached the withdrawal request.

I also used the welcome bonus and have wagered the amount and double-checked that it was following all the tos they have on the site.

Disputed Casino Silver Oak Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Silver Oak Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Silver Oak Casino

• Representative

3 years ago

Hi Jesper--

You stated the following in your complaint: "I also used the welcome bonus and have wagered the amount and double-checked that it was following all the tos they have on the site."

I'm guessing you missed this pesky bit of information:

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

4. Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

17. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

--

Jesper, you did not build your withdrawal funds using the Welcome bonus. Instead, you used four free chips in a row, before you had a withdrawable balance. Further, there were no real money deposits between those free chips.

As a result, your withdrawal has been denied and the funds have been voided.

I'll be sending the necessary evidence to AskGamblers management as proof that what I've stated is accurate.

Tawni

AskGamblers

• Support Team

3 years ago

Dear Silver Oak Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers

• Support Team

3 years ago

Dear @jesluu,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

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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Over a month still not paid

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

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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.

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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.

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Max withdrawal of $500.

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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.

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