Complaint #747 Silver Oak Casino

Redemption denied manager approved withdrawal

By Tara S.

2 years ago

Hello,

I won playing the free spins Silver Oak gave me, I did the playthrough that was required before redeeming my winnings, and I happened to go check my transactions history only to find out after 5 plus emails reaching out to them over the last few weeks that my bitcoin withdrawal was denied but a manager withdrawal was approved.

I have never received a response from anyone at Silver Oak the only emails I have gotten were confirming my withdrawal request and bonus or free spins emails.

Please help as I really needed this and it's terrible customer service with zero communication.

Thanks in advance for your help in this matter.

Disputed Casino Silver Oak Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Silver Oak Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Silver Oak Casino

• Representative

2 years ago

Hi Tara--

Perhaps you did not pay attention to our terms and conditions:

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.

--

You built your withdrawal after using four free chips in a row without one single real money deposit--this clearly goes against our terms and conditions.

Further, had you read our terms and conditions, you would have seen that the 'Manager Withdrawal' is what happens when funds are removed which you were not entitled to (which is what occurred here):

13. An approved "Manager Withdrawal" represents a portion of your balance that was removed because it was not eligible for withdrawal. This amount could be Bonus funds (which are non-cashable) or because you have exceeded the Maximum Withdrawal Amount on your last bonus, with excess funds removed.

--

There is no scam here. You simply did not follow what is posted in our terms and conditions.

Your withdrawal has been denied and the funds have been voided.

Tawni

Mstararenee69

• United Kingdom

2 years ago

And still not a single reply to this or any of my emails at all this is terrible service and I think this place is a huge scam. I redeemed a coupon code for 100$ they sent me and they did this same thing this am and took the 100$ I hadn't even touched it at all.

AskGamblers

• Support Team

2 years ago

Dear all,

This complaint has been reopened as per Silver Oak Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

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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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.

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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.

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