The player from the United States had requested a withdrawal of $2500 at the beginning of January and had not received a response, nor the funds two weeks later. Despite having confirmed that she had passed KYC verification and had successfully withdrawn before, the casino did not process her request. After the player had raised a complaint, we had contacted the casino, and the casino representative had claimed that the delay was due to the need for confirmation of the player's bank wire details. The player had provided the necessary information, and the casino representative stated that the withdrawal had been processed. After some additional delays, the player confirmed that she had received her withdrawal. The issue had been resolved successfully.
Silver Oak Casino - Player’s withdrawal has been delayed.
Amount: $2,500
Silver Oak Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
I have tried to make her withdraw of $2500 in the beginning of January. I have not heard anything back. Please look into this issue so that I can get the funds in my account as soon as possible.
Username: 8kvt***3sq
Player Class: VIP 2
E-mail: b***e@gmail.com
here are a couple of screenshots of my emails see pictures below.
Dear britterlynne,
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 before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
As far as I know, yes my withdrawal amount showed 2600 I took 2500 withdrawal and it’s just been sitting there with no message back from Silver Oak. If there was something wrong I would imagine they would let me know. And yes I have had a withdrawal from them before, I also had to submit a complaint at that point as well. They said they were missing documents. But they never told me that they just let it sit there without letting me know they were missing information. Please let me know if I’m missing something and I will be happy to provide it.
Thank you very much, britterlynne, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 britterlynne,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Silver Oak Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Silver Oak Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can they expect the payment?
Thank you in advance for providing the information.
Kind regards,
Dominika
Casino.Guru
I just wanted to add that it shows approved in my notifications
Thank you for the information. Please continue to keep us updated on any developments while we are waiting for the casino to reply.
Greetings all,
I had a chance to review the situation and it appears all is well for payout here, the only issue I see is it has been several month since confirmation of your bank wire details and this is the requested method of withdrawal. If you could please contact our service department britterlynne and tell them you want to confirm your wire details I should be able to assist once we have confirmation of the existing details in your account.
Best wishes,
Nick and Silver Oak
Hey Nick! I have tried to contact them several times I input my bank wire details again when I requested the withdrawal
Please let me know who I need to contact to confirm and I will resend all the information to them as well. I will also also send it to you and
I think I still have one of our correspondence from my last time withdrawing
thank you !!
email sent with information
i have tried to contact them several times
I input my bank wire details again when I requested the withdrawal
Please let me know who I need to contact to confirm and I will resend all the information to them as well. I will also also send it to you and
I think I still have one of our correspondence from my last time withdrawing
thank you !!
Received an email on 1 February stating that within the next 5 to 7 business days I should see the deposit I will report back
Thank you for the information, britterlynne. I will now extend the timer by another 7 days to see the progress. Kindly update us regarding the status of your payment.
Today is day seven in the 5 to 7 business day and there has been no deposit into my account. I will wait a couple more days and I will reach back out.
I would recommend waiting until next week to see if the payment appears on your account. The 7-day business period ends on Monday, so it's possible the payment will show up in your account by then. Please update us regarding the status of your payment next week and if you still haven't been paid, I will contact the casino regarding this matter.
Hi!
can you please reach out to nick and see where they are with the deposit. Still nothing in my account. It’s been over a month since it was approved. Thank you so much for your help
Dear Silver Oak Casino, could you please state the reason why the player's withdrawal has not been paid out yet and when can they expect the payment?
Casinos usually have two weeks to respond. However, this casino representative usually responds within the first seven days.
Greetings all,
I was able to get the account updated and payment released to our 3rd party for disbursal as a bank wire transfer on the 1st of February. As a general rule we are looking at up to 10 business days on delivery once paid by the casino to the 3rd party however it can sometimes take a bit longer due to volume or other issues on the 3rd party end. Today would be business day 10, the funds should arrive soon if they have not already. Keep us posted britterlynne.
Best wishes,
Nick and Silver Oak
Thank you for the information, britterlynne.
Dear Silver Oak Casino, could you please provide an update on the status of the player's withdrawal request?
Greetings all,
Apologies, we received notification of a delay from our 3rd party payment providers however the funds should now be in transit and arrive in the coming business days.
Best wishes,
Nick and Silver Oak
Thank you for providing us with the information.
Now I would like to ask britterlynne, could you please confirm once you have received the payment?
Dear britterlynne,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
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,
Dominika
Casino.Guru
