The player from Minnesota had experienced a payout delay with two withdrawal requests. The casino's customer service had given a payout date, but had only stated that it would be updated in the next 48 hours. The player had confirmed that they had not made any successful withdrawals from the casino in the past, they had passed the KYC verification, and they had used bonuses for the winnings. The player was later able to receive the payouts, however, the casino had sent the funds to an old wallet address, not the updated one. We concluded that this likely happened due to the payment being in process for a long time, before the wallet details were updated. The issue was resolved then.
Silver Oak Casino - Player's withdrawal has been delayed.
Amount: $210
Silver Oak Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.8
Silver Oak Casino has a Safety Index of 6.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
11 months ago
nothing new it seems. The customer service is terrible there has been no legitimate effort to pay two pending withdrawls, requested on Nov 14 and one on Nov 30. I was promised the payout on Dec. 20th, only to be told the payout will be UPDATED. in 48 Hrs. With the weekend hours and Xmas and New Year's upcoming. I'm thinking at least another one to two weeks at least. UNACCEPTABLE!
Public
Public
11 months ago
Dear Lioness,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of casino bonuses?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
11 months ago
No, I have not collected winnings in the past. Yes, I used bonuses for the winnings. Yes, I passed KYC verification. I will look and try and find the confirmation for KYC verification.
Thank you for looking into this matter
here is the approval
Public
Public
10 months ago
Thank you very much, Lioness, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
10 months ago
Hello Lioness,
My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Silver Oak Casino,
Could you possibly provide additional information regarding the delayed payment and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Public
Public
10 months ago
Update; still haven't received even as much as an email from silver oaks.
Public
Public
10 months ago
Well, well, I finally received the payouts. But they didn't send it to the right wallet address. I updated the address on Dec 14 but they claim the withdrawal(s)were approved on dec 7th and ready to send so the address couldn't be updated,even though I had checked to confirm it was updated several times with agents on chat, and was assured it had been updated, so there you have it. so they had between Dec 14 th and Jan 4 to update. I received an email about the withdrawal bring reveiwed the same days the funds were sent. I never had a confirmation email sent once it was payed out.vI contacted chat to ask how much longer after the so called reveiw was done with would I have to wait 🫷 h there was a payout today. No two payouts. I check my wallet. Nope.... What a nightmare.bi was told they don't send emails confirming payouts. What a joke.
Public
Public
10 months ago
Dear Lioness,
Do I understand correctly that you have received your payments, just to a different wallet, the one you had before you updated it instead of the new one?
Public
Public
10 months ago
Dear Lioness,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
You got your money and that's important. You getting your payment to your old wallet is probably the result of the payment being in process for a long time, before you have updated your wallet details.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
