Ag Awards

Silver Oak Casino - Casino refuses to pay me my $1000

Complaint Info
Disputed casino Silver Oak Casino
Reason Declined payment
Amount $ 500
Posted on July 23, 2014

Where do I begin? I have been a member with Silver Oak Casino since 2007 and have found Silver Oak to be one of the fairest on line casinos....until yesterday. Over the last 5 years, I have probably deposited over $10,000....when I win, I always just played the money...until 8/24/2012. I used coupon code CREW200 and deposited $50.00, which in turn was $150 after the 200% hit. I was only allowed to play keno and slots...WHICH I DID until my playthrough went through. It won't even allow you to play other games until you have finished your once I played my $150 playthrough I went to video poker in which I won $ my balance at that time was like $ I withdrew $1,000 allowing me to play with the balance of $250. I filled out all the paperwork, went to the post office and paid $7 to have copies made and use their fax machine to fax all necessary paperwork to get my $1,000 wire transferred. This was on friday. So on Sunday, I was looking forward to getting my managers bonus for the 3 deposits of $50 I had never came...they said because I had money pending, I wasn't eligible for the managers bonus...ok, I can live with on Monday, I look at my account and it says I am denied because I played video poker. I am not happy as I played my playthrough, again, the casino won't even let you bring up other games from your coupon until you have played your playthrough money. They gave me $50 (my initial deposit back)...Not sure why they did that? Is that suppose to make everything alright? I never even got the managers bonus for the $150 that I had deposited....or $7 refunded for the expense of faxing the paperwork. I am very disappointed with Silver Oak and after 5 years of loyal playing with them, they treat me like the long run, they will lose alot of money from me as I will not deposit a penny to this casino until they pay me what is owed. I have several friends that also play on Silver Oak and the four of them have also stopped playing until this is resolved. I have screenshots of all of my conversations but I am not sure how to upload the screen shots. It is not allowing me to copy and past the conversations Tell me how to get them to you and I will be more than happy to send them over as an attachment. Thank you

Posted on August 29, 2012

Dear cpcher:

On 8/24/2012 3:19:37 PM you've redeemed coupon CREW200 after making a $50 deposit.

200% Match Bonus

Slots and Keno Only

No Playthrough

No Max Cash Out

Redeem Coupon: CREW200

Deposit $50 or more

(Valid for Week one Only)

Unfortunately and after checking the games played casino detected that you've played Slots, Keno which were allowed games but also played 52.7% on Video Poker which clearly is a non allowed game for this bonus. Winnings also came from playing Video Poker and not the other games.

Since winnings were voided, casino offered the chance to put your $50 back into your account and get a bonus so you can play the bonus allowed games only.

Hope this clarifies the misunderstanding

AceRevenue Team

Posted on August 29, 2012

I realize this, BUT I played KENO and SLOTS UNTIL my playthrough went through. I couldn't even bring up other games until I played my playthrough of $150.00. Please close my account and remove me off of any further emails. I will never play at Silver Oak again. I will spread the word to my other friends that play on Silver Oak. You ripped me off. I've been so loyal to Silver Oak...what a shame.

Posted on August 29, 2012

I received a call from < name removed > from Silver Oak wanting to talk personally to me, which I think was kinda cool...we went over the whole saga again....I asked him why would the casino NOT let me play video poker until I played my full $150, but after I played the $150 (which is what I started out with, including my bonus) I was able to play other games other than Keno and Slot....he put me on hold and came back and said "it's a glitch in their system",.....but I was only allowed to play keno and slots with crew200 coupon. He offerered my an additional $30 that he placed on my account with NO restrictions on what games I play. I don't know.....I still feel ripped off....and can't wrap my head around a company that may not be legit.

Posted on August 30, 2012

I honestly think that in "good faith", silver oak casino should at least consider paying me 1/2 ($500) since they "have a glitch" in their system. I would consider funding again at this casino should they consider this.

Posted on August 31, 2012

Dear Player:

We will ask Silver Oak Casino upper management to check into this

AceRevenue Team

Posted on September 1, 2012

Thank you so much.

Posted on September 4, 2012

Dear Player:

We would like to clarify that the term used by the agent who spoke to you on the phone was not correct, There is not such a glitch on the system but the way RTG has configured the bonus coupons and casino has no control over it. Once the playthrough on a coupon has been met system will automatically allow you to play any casino game which does not mean that the games allowed by the system are the same allowed by the coupon terms and conditions.

Due to this inconvenient Upper Managment agreed on paying you $500. This amount has been added to your casino account. Please request full amount as a Withdrawal.

AceRevenue Team

Posted on September 4, 2012

You know what? I am VERY ok with this outcome! And in all fairness, < name removed >  was told about the "glitch" from someone there. He put me on hold and came back and said that, so I am sure someone else told him about "the glitch". I will request the refund again when I get home, but I don't have to resubmitt all the paperwork that I had previously fax'd over (cost me $7.00 to do that) do I? Can you just change the amount to $500 and use this conversation as my authorization to change from $1000 to $500? I promise to start funding this casino again, once I receive my payment of $500. Thank you all for all of your help in this matter. Cheryl~

Posted on September 5, 2012

I tried to withdrawl the $500 but wire transfer will not allow me to withdrawl anything less than $1000. Also, Amanda in chat said I have to resubmitt all the paperwork that I already did last week. I will refax everything tomorrow and ask for the o/e withdrawl.

Posted on September 6, 2012

Dear Player:

We were informed that your documents have been approved and payment has been requested. Please keep in mind that "All withdrawal requests will be reviewed and approved, or denied, within 4 to 7 business days. Your payment will be made within 7 business days of approval."

Best Regards

AceRevenue Team

Posted on September 7, 2012

Perfect. I have actually been funding the last few days and NOT using seems to me most everyones confusion on this site has to do with coupons and understanding the small print. I look forward to getting my check and once I receive it, we can "resolve" this claim. I appreciated everything. Thanks, C~

Posted on September 11, 2012

Dear Player:

Your payment will be approved this week.

AceRevenue Team

Posted on September 11, 2012

Dear cpcher :

Payment was approved today. Please keep in mind that according to SilverOak Casino rules, payments will be made within 7 business days of approval. http:/­/ww­w.s­ilv­ero­akc­asi­no.c­om­/faq/

Once payment has been processed you will be notified by the Casino.

AceRevenue Team

Posted on September 12, 2012

perfect! I will let you know when I receive the check and then we can close this case. Thanks again.

Posted on September 14, 2012

I followed up today with Amanda, and she said my payment is ready through Money Gram. I found the nearest Money Gram location, went there, provided the necessary info and got my $500. Thank you so much. We can put this claim in the "resolved" area now.


Posted on September 15, 2012

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.

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