Complaint #492 Silver Oak Casino

Heard nothing but excuses when it comes to my delayed payments

By Rockey2019

7 years ago

Made first withdrawal request April 24th for $380. Completed identification process with hooyu on April 26th. It took numerous attempts to provide identification documents and finally got my account info updated on may 10th.
On may 14th my withdrawal request was approved for $212.00. On may 5th I made a withdrawal request for $1500. This was approved may 27th for $1300 something. I understand they process payments separately but since then i I have had numerous conversations with support . It sez 7 to 10 business days to send payments to 3rd party payments processor. It's been well past

On may 21 23 29 and June 4th I had conversations with support and I have email copies of transcripts. In all cases they indicated withdrawal request will be escalated to finance. The last one today indicated 1st withdrawal has not yet been forwarded to 3rd party processor but no reasons given

I had sent follow up emails to their finance area but never recd a reply.

As I have a virtual bank which uses 3rd parties to process wire transfers which is not permitted by silveroak casino I must get my winnings via check.

I was told on a number of occasions that I would receive email with FedEx tracking number so I can monitor check process and never got anything.

What is the status of my 1st withdrawal request of $212.00 which was approved may 14th and second withdrawal request approved may 27th of approximately 1300

When can I expect to see these checks

Disputed Casino Silver Oak Casino

Reason Delayed payment

Amount $1601

Discussion

AskGamblers

• Support Team

7 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Rockey2019

7 years ago

Twani

I just recd a FedEx envelope which included a check in the amount of $1561.01 U.S.

Although I didn't get prior notice with FedEx tracking number I did finally get my winnings.

Thank you for your prompt action and actually following thru on your promise

Randall

Rockey2019

7 years ago

Tawni

Pardon my apprehension but I have a chain of emails going back to April 24th when I made my first withdrawal which included stalls promises and lack of replies.

From what I was told by Annabelle of your customer service area it should take 3 to 10 business days for me to see the check and I should get getting an email from finance with FedEx tracking number. Your now telling me you should have the tracking number this week.

It would appear things are moving forward and I hope to receive my winnings in the next week or so.

Silver Oak Casino

• Representative

7 years ago

Hi Randall--

Please understand that this has been a very difficult situation and in no way has this been an 'excuse not to pay winnings.' Had it been, would we have contacted players to move their payment method?

In any event, there is good news in this and that is we have secured a new check processor. Your payment was sent off to the processor, Tuesday: 6/10 Paid $1561 + $40 Service Fee for transaction's #98312985 ($212) & #98548640 ($1389). I would expect to have tracking on this towards the middle of next week (possibly sooner).

As soon as your tracking comes through, I'll be back with an update.

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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