Silver Oak Casino - Delay in $1,000 withdrawal.

I cashed out at $1000 on 10/3/23 and have yet to receive my withdrawal. I have not cashed out any part of it and they have verified thorugh email and chat that my withdrawal is verified and that I would receive in my bank account by 10/24/23. It never happened and they keep telling me it's on the way. It's been three weeks since I won this money. I need assistance.

Dear adonohue2202,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear adonohue2202,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Petronela,

The winnings were won using my deposit, not from bonuses or coupons. I have sent all the verification documents and have recieved written confirmation that my withdrawal for 1000.00 USD is approved. The customer service agents keep telling me it's been escalted and to be patient. On Saturday November 4th 2023 they told me it would be deposited to my account in 72 hours. It is now Wednesday November 8th and still nothing, I have not been advised if the issue is System wide or is it related to my casino account only. I have never had a withdrawal take this long. I contacted again on Tuesday and was told to be patient, with no estimated time frame. I need some assistance please.

Best Regards,

Angela

Thank you very much, adonohue2202, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello adonohue2202,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Silver Oak Casino to join the conversation and participate in the resolution of this complaint.

Dear Silver Oak Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

No paymentent has been made. I last contacted customer service 11/10/23 and was told payment would be processed soon but no date given.

Greetings all,

I have reviewed the situation and it appears that payment went to the 3rd party payment provider on your behalf for disbursal as a wire payment on 10/16/23 adonohue2202. I will contact the finance department directly on your behalf and see if I can get any information regarding delays, will let you all know here when I have further information.

Best wishes,

Nick and Silver Oak

Dear Silver Oak Casino,

While waiting for the payment to be sent to the player's bank, we are extending the timer for an additional 7 days to monitor progress.

Thank you.

Kind regards,

Tomas

Thank you for your help Nick. Silver Oak is a great casino, I am looking forward to having this resolved soon. The customer service team is really great.

Greetings all,

I have received information that there is indeed a delay on the part of the 3rd party payment provider but have been assured that the funds should be disbursed in the coming business days. Thanks so much for your patience and understanding. It is worth noting that due to disputed deposits on the part of the player $343 was removed from the withdrawable balance making the total withdrawal amount $678.

Best wishes,

Nick and Silver Oak

Dear adonohue2202,

Can you please update us once you have received the payment? So we can consider the case resolved. Thank you.

I have not received payment as of yet. I am also unclear as to why the charges mentioned in Nick's response as being owed back to the casino. The credits totaling $343 were for double charges that showed on my bank account and the casino was given the opportunity to dispute which they did not and the double debits were refunded. There were several instances of duplicate charges and I am confused as to why the casino would credit the duplicate charges and then deduct the amount from my winnings. Is this standard practice when duplicate charges occur? I've not heard of this.

Greetings adonohue2202,

We are still waiting on word from the 3rd party regarding disbursal of the funds, hopefully we see some movement shortly.

In answer to your question there were no double charges in the account that could be located, only deposits that were played in full by you as a player. I have provided Tomas with the necessary proofs for the exact transactions/dates/amounts, and the fact that they were played into the casino as well as proof of no other identical transactions having taken place within the same time frame.

If you ever have an instance of a double charge you need only go to customer service and inform them, they will remove them for you and have the funds refunded. For the record if you opt to play those funds (even if they are double charges) you are accepting responsibility for those deposits, just as we are accepting responsibility to pay you should the play of these funds result in a win.

Hopefully this clarifies things for you.

Best wishes,

Nick and Silver Oak

Dear adonohue2202,

I can confirm I was provided with evidence that clarifies the casino's statement above. We only need you to confirm receipt of the payment so that we can close this case as resolved. Thank you.

Nothing yet

Still no payment.

no payment.

Dear Silver Oak Casino,

Can you please update us once the payment is processed on your side? Thank you.

Still no payment. I will let you know if I receive one, but at this point it doesn't look very promising.

Greetings all,

We are pushing the third party for payment however it seems this particular batch is having issues for some reason. They have assured us that they will have it sorted "soon" however we apologize for the continued delay, this is highly unusual.

Best wishes,

Nick and Silver Oak

Thank you for your help Nick, I appreciate all the help you have provided in this matter.

Dear Silver Oak Casino,

Thank you for the information. We are now awaiting your confirmation regarding the successful payment.

still no payment.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have not received anything.

Hello adonohue2202,

I hope you're doing well! Let me please extend the timer by another 7 days to give the casino more time to investigate during the holidays. Thank you for your understanding.

Greetings all,

I have just returned from the holidays and am awaiting further information from others still out of the office.

Best wishes,

Nick and Silver Oak

Well, no payment still. I will say that the silver lining is the double charges I disputes were in fact found to be legit and the claims were paid back to me. Thomas can I send you the documentation on this for you verification? I think it's safe to say that had it been my error to submit a claim of duplicate charges, the claims would NOT be resolved in my favor. However, they were in my favor. This is a separate issue, and should not be deducted from the 1000 I still have not received. Thomas can you send me a link to your email so that I can provide you the verification of the claims? Thank you kindly.

p.s. Still waiting for winnings.🙁

Hello Silver Oak Casino,

Sure. I'm extending the timer by another 7 days. Please keep us updated on any developments. Thank you.

Hello Thomas, what happens after 7 days and the issue is not resolved? We could go on extending the timer for infinity, so my questions is, at what point do we call it a loss?

Greetings all,

This is quite unusual and embarrassing honestly, I have spoken at length with our payouts department and they have assured me that payment should be made directly however it has yet to be released by our 3rd party payment providers. As payment has already been sent by the casino I am unable to get the payment re-released as the funds have already been sent for payment. It's a spiral that I am attempting to negotiate on your behalf adonohue2202, it's not something that should ever happen yet here we are. I will update here when I have further information but for the moment this is where we stand.

Best wishes,

Nick and Silver Oak

Dear Silver Oak Casino,

Thank you for providing the information. We will definitely keep this complaint open in order to achieve a positive outcome. I will now extend the timer by an additional 7 days, and we hope to hear from you soon.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thomas, one month ago the timer was set for seven days and then the matter would be deemed unresolved with a potential negative impact to the casino. Why does the timer keep getting reset? The time expires and the timer gets reset, but it is not clear why? Can you help me understand this?

Greetings all,

I am very pleased to say that we have received confirmation that payment has been released by the 3rd party and should be arriving in your bank account soon adonohue2202. Technically they have 7 business days to deliver however considering the situation I believe it should be less than this. On behalf of myself and casino we greatly appreciate your patience in the matter and look forward to a resolution shortly. Please let us know when the funds arrive.

Best wishes,

Nick and Silver Oak

Thank you Nick and Silver Oak Casino.

Hello adonohue2202,

Can you please update us once you have received the payment so we can consider the case resolved?

Thank you both for your cooperation.

No payment yet.

No payment yet. Still waiting.

Hello adonohue2202,

If I calculate it correctly, it seems today is the 7th business day. In case of non-payment today, can you please update us tomorrow? So we take a look at the matter. Thank you.

It is the evening of February 7th, and still no payment.

Feburary 11th, Still no payment,

February 12, still nothing. 😔

Dear adonohue2202,

My suggestion is to wait a little longer since I believe the payment is on its way. Let me extend the timer for another 7 days, and hopefully, a successful resolution is around the corner.

Hit me up when the payment arrives. Thank you.

LOL okay, sure. I'll do that.

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear adonohue2202,

Have there been any developments in the past few days?

Thank you.

NO. There has been no resolve to this issue. I've been trying since October. Several promises were made by the casino that payment was being processed but nothing was ever sent.

I am also questioning how Silver Oak Casino is allowed to maintain an "above average" safe site rating on your website when I have not been paid my winnings since October 2023?

This situation is nothing short of hilarious.

Still nothing.

Dear Silver Oak Casino Team,

• Could you kindly verify the status of the payment?

Previously, it was advised that the payment should be on its way. However, regrettably, the player has not yet received the funds.

Thank you.

Greetings all,

We have payment confirmation from the 3rd party on our end, it should have arrived by now. At this point we will need to see bank statements from January to current, if I can prove the funds did not arrive with these documents then I can work on having payment re-released on your behalf adonohue2202. Please understand that this is a 3rd party issue, 3rd party payment providers are a necessary element when sending funds to US based players. Issues are not common fortunately however when there are issues, as you see it can be complicated and for that I once again apologize.

Best wishes,

Nick and Silver Oak

Statements have been emailed to your support email address at Silver Oak

i would like to know the date and amount of any payment the casino sent as this would substantiate your claim it was sent, This should be established before I am required to submit three months worth of my personal bank information, however I will, although I believe it is another stall tactic.

This has been going on since

October 2023. The casino has not even offered any free chips or other offers as a goodwill gesture for the inconvenience, and I am a VIP player. Instead, the burden of proof is put back on me. Instead of proof of delivery, I have to prove I didn't receive it.

Hello Nick and Silver Oak,

Could you kindly send the receipt confirming the successful payment to either petronela.k@casino.guru or to my Skype?

Thank you.

Dear adonohue2202,

Could you please provide the requested document to substantiate beyond any doubts that the funds were not received by you?

Thank you.

Statements for the time period requested are on the way to you Petronela.

Thank you,

Angela

Hello adonohue2202,

I've received your bank statements from December 26th to February 26th. Could you kindly forward the bank statements issued from February 26th until today?

Thank you.

Dear Nick and Silver Oak,

Could you please forward the payment receipt to petronela.k@casino.guru?

Thank you.

Up to date bank transactions have been sent as you requested. Thank you for your help.

I've done all that was asked of me. What is the next step?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

It seems a bit overstated that Wild Vegas Casino has a safety rating listed as 'Above Average.'

Greetings all,

I was able to locate a statement submitted that shows activity to end of February however there is nothing on the statement to identify it as the account in question (i.e. account number or even name). We would need to see complete and official bank statements to current with evidence of this being the bank account in question to be specific. Thanks so much for your cooperation.

Best wishes,

Nick and Silver Oak

Greetings Nick and Silver Oak,

• We've received bank statements from the player covering the period from 27/12/23 to 19/03/24 for the account number 6238. Have you also received these bank statements?

Thank you.

Greetings Petronela,

I was unable to locate any further bank statements submitted within our email system, could you kindly forward them to me privately so they can be reviewed internally?

Thanks so much,

Nick and Silver Oak

Hi adonohue2202,

• Would you kindly send all the requested bank statements directly to the casino? Given that these statements contain personal and sensitive information, I prefer that you send them yourself to the casino.

Thank you very much in advance.

I have sent the bank statements as requested. Alll account information is available for identification. I also have all the emails since October 2023 from SIlver Oak stating that the payment was approved and in process.

I have sent the bank statements as requested. Alll account information is available for identification. I also have all the emails since October 2023 from SIlver Oak stating that the payment was approved and in process.

Greetings Nick and Silver Oak,

• Could you please advise if you received all the required documents from the player and if there's anything else needed?

Thank you.

Greetings Petronela,

I have not unfortunately, have you?

Best wishes,

Nick and Silver Oak

Yes, they received the bank statements and everything they asked for on 4/8/24. Here is the confirmation they sent back confirming.

🙁

what happens now?

THE HEADER ON THE COMPLAINT READS 'HASNT BEEN PAID, ITS BEEN THREE WEEKS'. THIS IS NOW SIX MONTHS.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Once again,

Petronela we have not received further documentation regarding this, have you?

Best wishes,

Nick and Silver Oak

Dear adonohue2202,

Can you please resend the requested documents to the casino and CC me at petronela.k@casino.guru? This will ensure that all the requested documents have been sent and received. Additionally, it will serve as proof that the player has shared the same documents with us and the casino.

Thank you once again.