Complaint #397 Silver Oak Casino

Verification problems over and over again

By whatsup444

8 years ago

Message on forum

It has now been over a month since I tried to withdraw 500 dollars then 2000 dollars from this casino that I have played at off and on for many years. I recall several years ago this verification process slowing the withdraw an over extended amount of time. No information has changed on my end yet they have put back the monies in my account even though I have sent the required documentation at least every three days. Today, over a month later, I am exhausted in that I was told by telephone when I called that my monies were placed back in my account because they did not receive my documentation at documentation@silveroakcasino.com. I have several verification emails that state they received this for review but they tell me by chat and phone they have gotten nothing from me and offer no solution that to ask me to be a circus donkey and send it once again.

reference numbers 73395_ 68100_ and 68090_ are a few messages I've gotten to prove my documents were in fact sent and I was told in the body of the email I would be contacted within two days. They have never reached out to me one single time.

Disputed Casino Silver Oak Casino

Reason Verification issues

Amount $2500

Discussion

AskGamblers

• Support Team

1 year ago

Unfortunately, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably.

The complaint is being rejected due to submitter's inactivity and the case is now officially closed.

AskGamblers

• Support Team

8 years ago

AskGamblers

• Support Team

8 years ago

Dear @whatsup444,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Silver Oak Casino

• Representative

8 years ago

Hi Jeffrey--

I'm very sorry for the difficulties you've been having with this--I believe I can have this resolved for you, very easily.

I was able to locate your documents (thanks for including those reference numbers, as they were a huge help), and I've already had our Payments Manager review these. In order to have your withdrawal issued, there are two bits I'll still need to receive: I'll need a current utility bill in your name (sending an envelope with your address just won't suffice), as well as I'll need your preferred method of payment. I've just sent you an email regarding this--once I receive these two bits, I'll be able to have your payment sorted for you.

All the best,

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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