Silver Oak Casino - The player's withdraw is delayed.

I submitted my withdrawal request on 01/20/2022. Per their terms and conditions withdrawal requests are to be reviewed within 7 business days. It has been 11 business days and customer service keeps telling me they're escalating my request with no resolution in sight. After reviewing other complaints I'm concerned they're withholding my winnings.

Hello EverettNA,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with Silver Oak Casino. Allow me to ask you a few more question before we would move forward.

Is your account already verified and if yes, when did you finish the verification? Did you use any bonus to accumulate your current balance?

Note, that we always recommend to wait at least 14 days after the verification for the money to arrive specially if it's your first ever withdrawal.

Please forward any additional screenshots and relevant proof to nikolas.b@casino.guru.

Regards,

Nick

Hello! Yes I used a bonus. It had a 5x playthrough and no max cash out. I met playthrough requirements before requesting withdrawal. My account was verified on 01/20 before requesting withdrawal. So it's been 16 days (11 business days) and all I get is the runaround.

I've sent a screenshot of the pending withdrawal.

Hello EverettNA,

As the recommended 14 days did not pass (the working days), let us know until the end of the week if they approve it or contact you in any way? Did you try to speak to them since?

Hello, I have not reached out again as it seemingly has no effect. I will update after 14 business days has passed.

It has now been past the requested full 14 business (working) days. My deposit is still pending and they will not or cannot provide an update. As rwquested I did attempt to reach out again. All they say is they've escalated it. Please assist.

Sorry, my withdrawal is still pending, not deposit. I used the wrong word in my last message.

Helloooooo?

Ok.

Hello EverettNA, thank you for the waiting and please note that it is rare that we answer during weekends as most of us are not working at that time. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Understood. Thank you.

Hello, EverettNA,

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's representative to join this conversation and participate in the resolution of this complaint.

Dear Silver Oak Casino Team, could you please state the reason why the player's withdrawal has not been fully processed yet and when can the player expect the payment?

Thank you in advance for providing the information.

Greetings all,

I reviewed your account yesterday EverettNA, approval is now complete and I will move toward getting that cash in your pocket where it belongs. If anything else is required of you I will let you know, otherwise just let us know when it comes in. 🙂

Best wishes,

Nick and Silver Oak

Dear EverettNA,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

Just following up. No funds yet. Still waiting.

I got my funds! This has been resolved. Thank you for all of your help. I'll probably be reaching out for further assistance with my withdrawal from Captain Jack's casino (one of their sister casinos I believe) in a few days. I'll create a new ticket for that. Thanks again!

What great news! Thank you, EverettNA, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, Nick and Silver Oak, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru