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?
Silver Oak Casino Complaint Stats
Resolved
503 / 523
Avg. Amount
$3,698
Avg. Complaint Duration
26 days
Avg. Response Time
3 days
Silver Oak Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 460 out of 478 complaints in this category have been resolved.
This operator's average complaint duration is 26 days, while the average duration across all operators is 8 days.
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