Complaint #274 Silver Oak Casino

Withdrawal request denied

By moli07

9 years ago

Message on forum

On Feb. 17th 2017, I deposited $50 and chose a 250% bonus with 30 free spins giving me $175 in my account to play. I utilized the bonus game for a few hours and when I got my total balance to $300 (after going above that for a bit and then back down and stopping there), I then requested a withdrawal of the funds. I emailed in all my authorization information (drivers license, copy of credit card, proof of address, etc.) to their documents@silveroakmail.com. On Monday, Feb. 20th....I called and checked to make sure documents received and was told by a man with an Australian accent that they had received them and I would have to wait for them to process. Today on Feb. 24th I received an email stating my request had been denied and could be for many various reasons and to contact them to see what I could do to get it approved. I called and left voicemail as several calls and nobody answers ever. I tried online chat and the agent couldn't help and said finance didn't have my paperwork according to when they checked my account...but when I explained I was told they had received paperwork/documents and my email DID NOT state NO RECEIPT OF DOCUMENTATION as ONE of the reasons....how could it be that?? They then told me sorry but finance needs more time with account and try back in a few days. I just want a simple answer as to why it was declined so I can fix it to get it approved. I don't think that is asking much. Please help so I don't have to involve an attorney.

Thank you!

Disputed Casino Silver Oak Casino

Reason Declined payment

Amount $300

Discussion

AskGamblers

• Support Team

9 years ago

Dear @moli07,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Silver Oak Casino

• Representative

9 years ago

Thanks for the update, Moli07--I'm certain all should be fine. ;-)

Take care,

Tawni

moli07

• United States

9 years ago

Tawni,

Thank you for the information. As of last week the bank still has not received payment, but because I have been a member with them for more than a decade, they are placing the funds in my account in good faith your monies will be received. I will update once they have guaranteed received the funds.

Thank you.

Silver Oak Casino

• Representative

9 years ago

Hi Moli07--

I'm sorry that you're having troubles with this. Unfortunately, Canadian checks are the norm in this industry. This is nothing new and depending on what bank you do business with, there can be a hold time on these checks. Some banks will only place a 24 hour hold--other banks will place holds up to four weeks. If you have a smaller bank or a credit union, these generally take the longest with hold times--larger banks who do more international transactions take less time (generally speaking). Banks will also take into account your history as a customer, i.e., average monthly balance, NSF's, etc.

What I can tell you is that the checks we issue ARE good--it's just up to your bank as to when they're able to finalize clearing the funds.

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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