Complaint #355 Silver Oak Casino

Withdrawal declined unfairly

By Iain H.

8 years ago

Hello AskGamblers

I have been gaming ay Silver Oak Casino for a few years now & enjoy their easy to use software, extensive
deposit/withdrawal options and Great Bonuses & Slot Tournaments.

Up until the other day when my withdrawable balance in my account was wiped after a day and a half of processing.

I used a Bonus and I made sure i understood the terms & conditions attached to the Bonus from my
deposit and was fully aware of all rules and regulations and double checked so that this would not happen.

The coupon I used was BIGGERISBETTER

On this occasion i used a bonus of 250% Deposit NO MAX Bonus + 30 FREE SPINS in Dragons Orb
knowing deposit bonuses come with a 1x playthrough requirement, no limits on how much you can cash-out, will
redeem with any deposit you make of $30 or more, and are good for play on Slots, Keno,Bingo and Scratch Card
games only. Bonus amounts are considered non-cashable and will be removed from the amount of your withdrawal
request.

So, I played slots until i had completed the 1x playthrough requirement like i usually do so the
balance was now withdrawable ( cash balance ) minus ofcourse the non-cashable Bonus amount if i was then wanting
to withdrawal.

But as i usually do, once i have a cash withdrawable balance the Slot Tournaments become available for me to
play (Slot Tournaments are not available until i have met the requirements & have a cash balance no matter what Bonus code i use) and on this occasion i had
withdrawal for $900.00, and i continued to play my remaining balance waiting for the withdrawal to be approved.

09/22/2017 08:58 PM NETeller Withdrawal Requested -$2,50

I Continued to play various Slot Tournaments,Keno etc and checked the cashier regularly to see when the 1st
withdrawal was approved, so i could make another.

0/05/2017 04:19 AM Manager Withdrawal Approved! -$900.00
10/05/2017 04:19 AM Manager Withdrawal Requested -$900.00
10/05/2017 04:17 AM Bitcoin Withdrawal Declined $900.00
10/01/2017 10:08 PM Bitcoin Withdrawal Requested -$900.0

I Played the $30 promo credit in minutes in frustration not wanting to win a cent at what i believe is an incorrect decision by someone representing the casino to remove all of my winnings.

I Contacted the help desk a number of times, they were all very polite ( as always ) and apologetic but could
not help me any further and stated the bonus was not for use in Slot Tournaments and only for Direct Cash
Deposits, but i wasn't going to argue with them as nowhere in the Casino Rules or Terms & Conditions is this
stated, as i checked many times prior to this occasion & have been paid withdrawals before from Bonuses after
playing Keno then Slot Tournaments and back to keno & slots previously.

From Silver Oak Casino Tournament Rules :

Tournament Rules

Entry to Tournaments

Tournament entries must be paid from a player's cash balance.

etc...........

The only mention of No bonus money relates to Network Progressives which i totally understood, not Slot
Tournaments, that's why i built up a bank in keno to play slots :

Network Progressives

No bonus money may be used to play any of the network progressives offered by us. This rule applies from the
moment a bonus is redeemed until your balance is zero despite having completed any playthrough requirements. Any
winnings generated from bonus money will be declared void.

So my Issues are :

I Followed all the rules of every bonus i have ever received & fully followed until the winning is cashed out or
on this occasion tried to cash out.

No where in the Casino's Rules or the Casinos T & C's does it state that Slot Tournaments are only meant to be
used with only straight cash or Direct Deposits with no Bonuses or that winnings after using a bonus need to be cashed out then redeposited to play Slot Tournaments, they are Slot games. I made sure i read all the
rules always again before playing with a Bonus or else i wouldn't have used one at all as i enjoy competing at slots, just like the other Casino's i play with, where once the playthrough is met and you have a withdraw balance tournaments are available because i now have a cash balance minus the non-cashable bonus.

Please Help me resolve this issue AskGamblers. Thank You

In the meantime i have done a straight cash deposit to see what happens and now the Tournaments are Unavailable all of the sudden, been trying to play the last 3 days and when i contact help support they are clueless, almost as though they are unaware of the tournament altogether.

I'm hoping we can come to a Satisfactory Agreement for
both parties and move on with AskGamblers help.

Disputed Casino Silver Oak Casino

Reason Declined payment

Amount $900

Discussion

AskGamblers

• Support Team

1 year ago

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf Silver Oak Casino management that player violated their Terms&Conditions and more specifically commited potential fraudulent activity.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this complaint and moreover, to ban the player from using our services in the future.

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf Silver Oak Casino management that player violated their Terms&Conditions and more specifically committed potential fraudulent activity.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this complaint and moreover, to ban the player from using our services in the future.

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team is awaiting Silver Oak Casino team to provide the information regarding the aforementioned accusation.

Inactive user

8 years ago

Actually, everything you just stated in complete and utter false speculation...since when does being friends with someone have any affect on the outcome of a decision, after the determination has already been made that you were in the wrong which is precisely why you had agreed to pay...I do not appreciate your accusations in regards to anything that so much as hints at some link between my case and the case of any other customer, friend ot not.

We do not share accounts, nor do we share payment methods. I deposited my money into my account, and played through the exact circumstances which you and your team along with ur payments manager deemed worthy of honoring a payout. That does not change and is not affected at all whatsoever by your claims now, you must realize how sketchy you look by trying to get out of it now? I moved in with him within the last week, this incident occurred well over a month ago as well, just to be clear.

You agreed you were wrong and the details of my case were as such, that a payout was necessary and you are simply weasling your way out of it based on the assumption that my case here is similar to his? And correct me if i am wrong, the way accounts are set up, you cant use a card from someone ifnits been used on another account already...so again what are you talking about?

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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I also have two $2100 withdrawals from last weekend that the VIP management is trying to say my cards and account aren’t verified and more bonus amounts will have to be removed. My account and cards are already verified and I believe these will also be delayed and outside of their payment processing dates.

I’m hoping Silver Oak staff like Tawni can help get these processed like last time.

Thanks!

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I am not going to wait. I’ve been waiting for three weeks already, and they told me I could have my payout immediately.

When I fill out the withdrawal says your money is on its way, but they turn around and send the money back into my account. Then they sent me free spins, trying to get me to mix my funds so that I can lose my balance.

So now, after I go back in, and then I have to enter all my wire information, Bank wiring information again, and they send it back, put it in my cash. Then I have to go through the withdrawal process again. I’ve done this two times already.

I have sent them the documentation of my bank.

I have copies of all chats and all correspondence.

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I requested these withdrawals on 8/29/2025, and on 9/10/2025,

I received an email stating the first withdrawal request for $2500 was approved, and immediately received another email saying it was on the way, which would be sent in 7 to 10 business days.

7 to 10 days came and went with no payment.

I reached out to Silver Oak, and they are now saying that payment will be processed in another 7 to 10 business days, but I am not confident in their response.

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Max withdrawal of $500.

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They needed me to update my ID, so I did, and it was approved with no further requests.

My withdrawal request has been sitting there and has not been processed. They keep telling me “7-10” business days to approve; however, today is day 10, and it’s just sitting there.

I got an email at the time I made my request stating your withdrawal has been received and will be processed shortly. 10 days later, it’s sitting there not processed. This was a Bitcoin withdrawal request.

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