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

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

Amount: $1,000

Silver Oak Casino
Safety Index:Above average
Submitted: 28 Oct 2023 | Case closed : 10 Sep 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 months ago

The player from the United States had cashed out $1,000 on the 3rd of October and had not received it despite promises from the casino that it had been verified and was on its way. It had been three weeks. After a lengthy investigation lasting nearly a year, it was confirmed that the player had indeed received the payment back in October 2023, but there had been confusion regarding the transaction. The Complaints Team had now concluded the case based on this finding and would proceed with rejecting the complaint.

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1 year ago

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.

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1 year ago

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

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1 year ago

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.

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1 year ago

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

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1 year ago

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.  

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1 year ago

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

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1 year ago

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.

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12 months ago

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

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12 months ago

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

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12 months ago

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.


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11 months ago

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

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11 months ago

Dear adonohue2202,


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

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11 months ago

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.

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11 months ago

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

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11 months ago

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.

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11 months ago

Nothing yet

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11 months ago

Still no payment.


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11 months ago

no payment.


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11 months ago

Dear Silver Oak Casino,


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

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11 months ago

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

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11 months ago

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

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11 months ago

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

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11 months ago

Dear Silver Oak Casino,


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

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11 months ago

still no payment.

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11 months ago

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.

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10 months ago

I have not received anything.

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10 months ago

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.

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10 months ago

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

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10 months ago

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.🙁


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10 months ago

Hello Silver Oak Casino,


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

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10 months ago

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?

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10 months ago

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

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10 months ago

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.

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9 months ago

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.

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9 months ago

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?

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9 months ago

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

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9 months ago

Thank you Nick and Silver Oak Casino.

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9 months ago

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.

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9 months ago

No payment yet.

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9 months ago

No payment yet. Still waiting.

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9 months ago

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.

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9 months ago

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

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9 months ago

Feburary 11th, Still no payment,

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9 months ago

February 12, still nothing. 😔

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9 months ago

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.

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9 months ago

LOL okay, sure. I'll do that.

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8 months ago

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.

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8 months ago

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.

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8 months ago

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?

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8 months ago

This situation is nothing short of hilarious.

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8 months ago

Still nothing.


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8 months ago

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.


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8 months ago

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

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8 months ago

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

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8 months ago

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.

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8 months ago

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.

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8 months ago

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.


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8 months ago

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


Thank you,


Angela


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8 months ago

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.


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8 months ago

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

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7 months ago

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

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7 months ago

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.

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7 months ago

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

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7 months ago

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

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7 months ago

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.


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7 months ago

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

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7 months ago

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.



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7 months ago

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.


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7 months ago




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.


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7 months ago

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.


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7 months ago

Greetings Petronela,


I have not unfortunately, have you?


Best wishes,


Nick and Silver Oak

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7 months ago

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

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7 months ago

here is my address verification also that they confirmed as being received.

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7 months ago

🙁

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6 months ago

what happens now?

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6 months ago

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

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6 months ago

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.

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6 months ago

Once again,


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


Best wishes,


Nick and Silver Oak

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6 months ago

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.


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6 months ago

Ok, so I have resent my bank info for the third time to both parties as you requested. I have heard nothing and received nothing.

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6 months ago

Hi adonohue2202,

I have received your email.


Nick and Silver Oak,

Does the document provided meet the requirements? Are there any additional items needed from the player?

Thank you.


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6 months ago

Greetings all,


I am incapable of opening the attachment in the version sent to us so I have requested the version provided to Petronela for review, she has promised to provide it shortly. Thank you for your patience and understanding.


Best wishes,


Nick and Silver Oak

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5 months ago

Hi adonohue2202,

Would you agree to let me forward your recent email with the bank statement, which you sent to the Casino Support Center, to the affiliate involved in this conversation? This is not standard procedure, and we do not typically forward players' documents to anyone. Therefore, I am seeking your permission first.

Thank you in advance.


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5 months ago

Yes you have my permission

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5 months ago

Thank you, adonohue2202, for the permission.


Dear Nick and Silver Oak,

I have sent you an email. Please let m know if anything else is needed.

Thank you.


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5 months ago

Nothing Has been received. 🙁


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5 months ago

Nothing has been received🙁

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5 months ago

Hi adonohue2202,

I have received and forwarded your bank statements from December 27, 2023, to March 18, 2024, and from April 10, 2024, to April 20, 2024. However, the casino is requesting the missing statement for the period and the most recent statement covering from April 20, 2024, to today.

Thank you in advance.


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5 months ago

Why? They haven't sent me anything in the form of my winnings.

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5 months ago

Hi adonohue2202,

I have received your bank statement for the period from April 22, 2024, to May 28, 2024. Thank you very much. However, the bank statement for the period between March 19, 2024, and April 9, 2024, is still missing.

Could you please provide that as well?



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5 months ago

Hi adonohue2202,

Thank you very much for providing the two remaining bank statements. I have forwarded everything to the casino representative.


Dear Nick and Silver Oak,

Could you please confirm if the documents are now acceptable?

Thank you.


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5 months ago

Greetings all,


There are still some omissions as we discussed privately Petronella, I will wait until the complete and official documentation is available then submit it directly to finance for review.


Best wishes,


Nick and Silver Oak

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5 months ago


I appreciate your help on this Nick.


kind regards,


Angela

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5 months ago

Hi adonohue2202,

I'm sorry, but the casino has requested additional bank statements again. Please see the details below:


So, the first two are PDF format (official) from the bank ending February 26th these one omit at least half of March from what I see and aren't the "official" PDF format which is what finance will accept as documentation. Looking further into this it seems we need to go further back even. To November. I didn't notice this previously. Seems she got paid last year and it was directly confirmed delivered by finance.


Additionally, I'd like to emphasize that it would be ideal if the casino shared all the details about the required documents from the beginning, so we do not have to keep a complaint open for 7 months.


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5 months ago

First, what do you mean by an official pdf file? There is only one type of pdf file that comes from the bank and only one electronic document format called pdf....the dont have different types of pdf files.


Second, please provide those payment details to me. Please don't confuse anything paid to me by your associate sites Wild Vegas Casino and Slots of Vegas.


All the requests have been answered for bank statements, specific dates, months. On a few occassions I was told the payment was delayed, or there is a problem with the finance department. What this tells me is that the casino doesn't have record of paying me, or else why are they asking for all my bank information desperately trying to find somthing that isn't there, like my $1000 winnings that I NEVER recieved.


I think the Casino should send ME proof that they paid me. Where is that documentation? Petronela requested it but never recieved it. I never have....NO ONE HAS. If the casino had in fact paid me, they would have had proof, and I wouldn't be asking for help to resolve this.


Please explain this. Also please explain what you mean by an "Official PDF FIle."


Petronela, I am emailing to you the month of November 2023 and March 2024. Nick do you also want December 2023, January 2024, May 2024? If there anything else? Anything?

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5 months ago

First, what do you mean by an official pdf file? There is only one type of pdf file that comes from the bank and only one electronic document format called pdf....the dont have different types of pdf files.


Second, please provide those payment details to me. Please don't confuse anything paid to me by your associate sites Wild Vegas Casino and Slots of Vegas.


All the requests have been answered for bank statements, specific dates, months. On a few occassions I was told the payment was delayed, or there is a problem with the finance department. What this tells me is that the casino doesn't have record of paying me, or else why are they asking for all my bank information desperately trying to find somthing that isn't there, like my $1000 winnings that I NEVER recieved.


I think the Casino should send ME proof that they paid me. Where is that documentation? Petronela requested it but never recieved it. I never have....NO ONE HAS. If the casino had in fact paid me, they would have had proof, and I wouldn't be asking for help to resolve this.


Please explain this. Also please explain what you mean by an "Official PDF FIle."


Petronela, I am emailing to you the month of November 2023 and March 2024. Nick do you also want December 2023, January 2024, May 2024? If there anything else? Anything?

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5 months ago

"Official" bank statements provided to Petronela for November 2023 and March 2024. Both show entire months. Anything else? Perhaps the entire years worth of statements?


If a payment was made, why not just send the payment details? This information was requested numerous times, but never provided.


It wont be found in my bank records. 🙁

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5 months ago

Hi adonohue2202,

I have forwarded the last two statements to Nick and am currently waiting for his reply.


Dear Nick and Silver Oak,

Could you please review all the provided documents and advise on the next steps? I hope no further documents will be required.

Thank you.


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4 months ago

Greetings all,


I have reviewed the newest submitted documentation and it appears we are still missing October and December, once we have all this info if you could please send all of the complete documents in one email to payments@casinosupportcenters.com adonohue2202 I will have them review it for you.


Best wishes,


Nick and Silver Oak

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4 months ago

Hi adonohue2202,

  • Could you please review the latest response from the casino and send me the requested documents?

Thank you very much.


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4 months ago

all statements from september 2023 to may 2023 have been sent to you.

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4 months ago

Message from Silver Oak Casino five months ago:


5 MONTHS AGO

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


Unfortunately this never happened.



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4 months ago

Dear Nick and Silver Oak team,

Could you please review all the documents provided and advise on the next steps? I hope that no additional documents will be needed.

Thank you.


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4 months ago

Greetings all,


I have received and reviewed the bank statements and will now forward them to our finance department for review. I will report back once I have a reply from them. Thanks to everyone for their patience in the matter.


Best wishes,


Nick and Silver Oak

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4 months ago

So what happens now? Is there going to be yet another timer?


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4 months ago

Hello Nick and Silver Oak,

  • Have there been any developments since our last conversation, please? 

Thank you.


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4 months ago

Greetings all,


The requisite department is insisting that the information be sent through the proper channel and thus attached to a service ticket number. If you could please submit the documentation provided directly to the finance department via email adonohue2202 it would be much appreciated.


Thanks so much,


Nick and Silver Oak

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4 months ago

I've already sent two email with no response to payments@casinosupportcenters.com.

No response, no service ticket provided. What can I do when no one responds? That's why this complaint was started nine months ago.

No payment. No response. Just more hoops to jump through to prove I was NOT paid and no response from the casino showing verification that they did pay me. It seems a bit backwards.


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4 months ago

Hello adonohue2202,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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4 months ago

Hi Nick and Silver Oak,

Could you please guide the player on how to properly create a ticket and whom to contact? All their attempts so far seem to be in vain.

Thank you.


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3 months ago

Greetings all,


The last email from the email address registered within the casino account is from the 26th of May, did you send the information through another email address adonohue2202? I can't locate any recent documentation submitted on your part.


Best wishes,


Nick and Silver Oak

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3 months ago

My email was sent from adonohue2202@gmail.com. I have now sent it from the email I registered with Silver Oak. Additionally I located several emails I have sent to the casino regarding this issue, one of the emails contains a reference number which was included in the email I sent with all bank statements attached.

Thanks,


Angela

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3 months ago

Hi Nick and Silver Oak,

  • Could you please confirm if all the recently sent emails have been located and if anything else is required from the player’s side?

Thank you.



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3 months ago

Greetings all,


They have indeed been received and reviewed, I have forwarded you a copy of the response and all other pertinent information Petronela. Please have a look and see if you concur with our findings on this end.


Best wishes,


Nick and Silver Oak

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3 months ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 months ago

Fidelity investments is from my 401k plan. They are not associated with the casino. This is my retirement account. I would be interested to see the correspondence the casino sent to you. There was no disputed amount. They double charged by credit card on two occassions and it was intercepted by my banks fraud alert.


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3 months ago

Nick and Silver Oak,

Could you please clarify? The payment that the casino claims they processed appears to have been made by a different company.

Thank you.


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3 months ago

I am looking forward to the response.

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3 months ago

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.

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3 months ago

Greetings all,


I have requested further and more concise information from our finance department. Once I have the requested information I will reply, if sufficient proofs cannot be provided adonohue2202 I am very inclined to side with you on this and I will without question pursue compensation on your part.


Though it may appear otherwise it is my job to objectively audit every situation and make recompense when we as an organization are in error. I cannot fully say at this moment where I stand on this, I still need more information (unfortunately). I just wanted to clarify that should we be able to categorically prove that payment has not been delivered you will have my full support in rectifying the situation. Thank you once again for your patience in the matter.


Best wishes,


Nick and Silver Oak

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3 months ago

Hi Nick and Silver Oak,

Please inform us as soon as you receive any updates from the finance department. We appreciate your recognition that this situation is indeed quite unusual, and we all look forward to receiving a satisfactory explanation soon.

Thank you.


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3 months ago

Greetings all,


I am unfortunately still awaiting a reply and the requisite information, hopefully that will be forthcoming shortly.


Best wishes,


Nick and Silver Oak

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2 months ago

Hi Nick and Silver Oak,

I’m extending the timer by an additional 7 days. Please keep us updated with any information you receive from the finance department.

Thank you.


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2 months ago

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.

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2 months ago

Greetings all,


I was finally able to have all of the submitted documentation reviewed at a managerial level and it appears there are a few things still missing unfortunately. They brought to my attention that the requisite information for September and October is incomplete and does not have any information regarding the bank account to which the funds were transferred. Only pages 3 and 4 of a total of 14 pages for that time period are present in your submitted bank statements adonohue2202.


Your bank statements are a combined statement for two separate accounts, one ending in *9181, the other *6238. The bank account to which the funds were transferred is the account ending *6328. The supplied statement only covers the account ending *9181 for that period.


Kindly submit the complete and unaltered official bank statement for the months of Sept-Oct 2023 in PDF format so our finance department can review these documents as well adonohue2202.


Thanks so much,


Nick and Silver Oak

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2 months ago

No ALTERED bank statements were ever sent. And in PDF format they have always been. They are not created in any other format! The casino has received combined, individual, covering dates that are prior to my winning my money and every date to present time.! I believe it has all been sent to your exact specifications three times now. So now this will make four times. You have so many pages of my personal financial information it's baffling. So here is my bank information, again. And now the timer can get set another days and then another and another for every document you don't have or don't find relevant. Cheers to seven of more of this! Does the casino not keep records of payments? Of course they do! But only if they have MADE A PAYMENT.

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2 months ago

I have submitted the October statement again to Petronel via email. All 14 pages. Unaltered. PDF format.

The statements are distributed combining both accounts. I cannot change this. Statements are clearly labeled and separated by account. The are not mixed up. Even if they were, it is clear there is no payment from Silver Oak. And please do not confuse my investment deposits again, as belonging to the casino. If this had been paid to me in the rightful manner and time frame, the casino would have surely gotten it back in future slots played.

The casino would have recouped $1000 and much more,


And now we set the timer seven days. ....again.

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2 months ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 months ago

That payment is from a different casino. I sent the payment verification to your email Petronela.

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2 months ago

Hello adonohue2202,

I’m currently in contact with the casino representative and will update you at the beginning of next week.

Thank you again for your patience.

Have a great weekend!



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2 months ago

Okay, we have thoroughly analyzed this case and spent almost the entire year investigating what really happened. It wasn’t until the end of August 2024 that we received your full bank statement, where the relevant transaction became visible. With that information, we were able to match the transaction in the casino’s internal system, where the same transaction ID is clearly displayed.

It’s evident that you received your money back in October 2023. I'm not sure if you didn’t notice it or if there was some other confusion, but we have now confirmed that the casino promptly paid your deducted winnings.

To protect your privacy, I will mark both screenshots as sensitive so no bank details are visible. However, I need to include them in my final reply to summarize this case, which has become one of the longest in the history of our Complaint Resolution Center. These screenshots will demonstrate that we spent nearly a year investigating this matter unnecessarily.


Based on the findings mentioned above, I will now proceed with rejecting this complaint. Thank you for your understanding.


Best regards,

Petronela

Casino.Guru



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