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Silver Oak Casino - Waiting on $1,200 withdrawal

REJECTED
Complaint Info
Disputed casino Silver Oak Casino
Reason Delayed payment
Amount $ 1200
Posted on November 21, 2018

I have completed a hooyu verification and sent in my credit card info and signed auth forms to both Silver Oak ($1200 withdrawal) and Planet 7 ($5900 in withdrawals), but my withdrawals keep getting put back into my balances. All are wire requests and I emailed my wire info a long time ago when my first withdrawal was changed from Bitcoin to wire. (Tried to withdraw via Bitcoin but was emailed saying it would take too long and to send wire info instead. Has been ongoing for a few weeks. Please help me understand what I need to do or provide.

Posted on November 25, 2018

Hi Kristin--

I'm very sorry for the frustration you've been having with this--I'll be doing what I can to have this resolved for you as quickly as possible.

I'm not in the office until Monday, so I only have limited access to information. Unfortunately, I'm unable to check on this account (as well as your Planet 7 account). As soon as I'm in the office, I'll be checking on this and I'll come back with what I've found.

All the best,

Tawni

Posted on November 25, 2018

Thanks Tawni,
I no longer have pending withdrawals with Silver Oak or Planet7, but I won’t consider my complaints resolved until my documentation is confirmed and I have assurance that I can successfully withdraw future winnings in a reasonable amount of time. The run around and delays and repetitive emails are so frustrating, and when I can’t withdraw for weeks and end up canceling and playing through (yes, my choice, I know), it’s great for your company’s bottom line but it is a terrible customer experience. I have only had a successful customer experience by submitting complaints to be heard... That has been the only way I’ve ever had successful withdrawals with your company. I need to know this will stop happening...

AskGamblers
Posted on November 29, 2018

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Silver Oak Casino management will soon jump in with an update on this complaint.

AskGamblers
Posted on December 3, 2018

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

Posted on December 7, 2018

Hi AskGamblers--

I'd like to ask that this issue be closed as the player has reversed her winnings and there are no withdrawals pending either approval or payment.

I'm dealing with the exact same issue with her Planet 7 complaint (withdrawals reversed and documents issue). Can we close this particular issue and I'll deal with her document issue with the Planet 7 complaint?

Much appreciated,

Tawni

AskGamblers
Posted on December 7, 2018

Dear @k402801,

Please make sure to update your ongoing complaint and inform AskGamblers Complaints Team whether you have canceled your withdrawal and played off your funds? Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected upon player's inactivity and it will be closed accordingly.

Thank you for your cooperation.

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