Complaint #304
Silver Oak Casino
Withdrawals delayed over a month
9 years ago
Submitted documents on 3/21/2017. On 3/22/2017 sent in a $2500 bitcoin withdrawal. On March 27 the withdrawal was declined because they still had not processed my documents, but chat agent claims it was escalated and that I should resubmit the withdrawal. Resubmitted the withdrawal immediately for the same $2500 as bitcoin. On 3/30 the withdrawal was approved, but split into a $1250 bitcoin payment and a $1160 check payment. I wanted it all as bitcoin to avoid the hassle of dealing with the checks, but would accept it as long as it was approved.
I began checking with the chat agents once a week to get an update on the withdrawal status. On 4/19 I was told by an agent that the time for withdrawals was not 10-15 working days, although the Terms & Conditions still states 7-10 working days. No explanation was given for the increase in processing time.
On 5/2 I spoke with a chat agent that said my withdrawals were still sitting in Finance and the would escalate the issue about the delay.
On 5/4 I sent an email to help@silveroakmail.com asking when I could expect to receive my withdrawals. Only response I have received from that email was the auto-reply giving me a ticket #.
On 5/9 Chat agent again tells me that the withdrawals are still sitting with Finance, but have been escalated.
On 5/15 another chat agent informs me that the check withdrawal was escalated, but the bitcoin was not. I request that both be escalated again, and am informed that they are not at the "Top priority" and I should expect to receive my money soon.
Starting on 5/17 I begin sending an email to help@silveroakmail.com ever day asking for someone to respond with what the reason for the delay in. I have yet to receive any response other than the auto-reply from any of them.
On 5/19 a chat agent tells me that there has been no update on my withdrawals and another reminder has been sent to finance.
On 5/22 a chat agent informs me that the issue has already been escalated to a manager for followup, which is what I was told over a week prior.
It has now been 34 working days (not counting the 3 days that finance was apparently closed for a holiday) and my withdrawals are still languishing with Finance and nobody is able to tell me what the delay is. I have sent a total of 4 emails so far, and have not received a response to a single one.
What is the delay with getting my withdrawal? Why was half of my $2500 bitcoin request split off into a check? When am I going to get the funds?
I began checking with the chat agents once a week to get an update on the withdrawal status. On 4/19 I was told by an agent that the time for withdrawals was not 10-15 working days, although the Terms & Conditions still states 7-10 working days. No explanation was given for the increase in processing time.
On 5/2 I spoke with a chat agent that said my withdrawals were still sitting in Finance and the would escalate the issue about the delay.
On 5/4 I sent an email to help@silveroakmail.com asking when I could expect to receive my withdrawals. Only response I have received from that email was the auto-reply giving me a ticket #.
On 5/9 Chat agent again tells me that the withdrawals are still sitting with Finance, but have been escalated.
On 5/15 another chat agent informs me that the check withdrawal was escalated, but the bitcoin was not. I request that both be escalated again, and am informed that they are not at the "Top priority" and I should expect to receive my money soon.
Starting on 5/17 I begin sending an email to help@silveroakmail.com ever day asking for someone to respond with what the reason for the delay in. I have yet to receive any response other than the auto-reply from any of them.
On 5/19 a chat agent tells me that there has been no update on my withdrawals and another reminder has been sent to finance.
On 5/22 a chat agent informs me that the issue has already been escalated to a manager for followup, which is what I was told over a week prior.
It has now been 34 working days (not counting the 3 days that finance was apparently closed for a holiday) and my withdrawals are still languishing with Finance and nobody is able to tell me what the delay is. I have sent a total of 4 emails so far, and have not received a response to a single one.
What is the delay with getting my withdrawal? Why was half of my $2500 bitcoin request split off into a check? When am I going to get the funds?
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