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

May 15th, 2021,I played with a bonus, met the requirements and was able to successfully cash out two amounts of 2500 each, leaving 1000 to play. I played the following day down to 600 and cashed that out. Subsequently I played again on different dates and withdrew an additional 4500. The initial 5000 DISAPPEARED on May16th or 17th. the rest of the amount 5100 is still "pending" . I complied with all requests for updated documents and have chatted online with their representatives at least twice a week since the end of May. They have given me the runaround since then and NO payout. This matter also involves another in this group, PLanet 7, who owes me 2500 since July. I never had a problem before with either one.

Hello Carol,

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

Could you please specify what bonus did you use? All your withdrawal balances were generated by bonus money? What explanation did the casino give to you about the situation? Do you have any current communication with the casino? If yes, please forward it to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

I have played this casino (and Planet 7 in the same group) for years, so know that all bonuses come with a playthrough. However, I am unable to see my transactions beyond 31 days so don't know which one I took at which time. Once the playthrough is met for the bonus, you can withdraw the balance if above $100. There are some processing fees and wire fees, if using that option (the only one available usually) but those are minimal.

The only explanation in all the chats I have had with the casino...and the same for any emails I have sent to the payouts area as well as the casino support and documents areas....is that the "it is in pending" or "still under review", and then to "come back in 2 or 3 or 4 days". I have questioned these answers multiple times but still get the same answer. I have also been told that "due to the volume of payouts, there is a delay" and I have also questioned that since my withdrawals go back almost 5 1/2 months now. I have questioned everything they are doing and still get the same runaround answers. They always say they are"escalating to the Review or other team" but that means nothing. And there is no phone conversation available.

I also have told them multiple times that the withdrawal amounts showing do NOT include the previous day's withdrawals of $2500 each and I get NO explanation of those or what happened to them. Those were from an allowable withdrawal, after playthrough, of a total of $6000. Only $600 of that is still showing ...

I hope this is what you are asking for . Please contact me if you need more information.

Thank you Carol for providing additional information regarding the case. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

How long will it take for any action? I have been waiting almost 6 months!

Hello Carol,

I looked at your complaint and will do my best to help you. I would like to invite Silver Oak Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

I have NEVER had this problem with them before so am very interested in their answer

Greetings all,

I have had one of my team (my deputy manager Anabelle) reach out to you Carol and I can see that you are now in direct communication. Just work with her, follow her instructions, and we should have the situation resolved for you shortly.

Best wishes,

Nick and Silver Oak

She did contact me and asked for even MORE documents! I sent everything but my card keeps getting hacked so I have to keep updating it..plus, since they have waited so long...now 6 months...who knows what will be out of date next for yet another excuse

Anabelle wrote back that the updated picture I took of my husbands drivers license from my phone was in black and white and may not be accepted. She had asked for an updated picture because his old one ....date only ...was out of date...I sent the new one , but our Virginia licenses are IN BLACK AND WHITE AND NOT IN COLOR!!!! And why does she need that anyway? The license number DOESNT CHANGE OR THE PICTURE...ONLY THE DATE EVERY TWO YEARS! He doesnt play there and I have sent all the banking information several times, including both licenses. I think they are just looking NOT to pay me AGAIN! I have NEVER had to go through all this before in all the years I have played there. I haven't played in months there because of this

Hey all,

Thanks for your cooperation Carol.

This is just an update to confirm that things are indeed on track and the first payment went out to our 3rd party for disbursal as a wire transfer on Tuesday the 16th. As a general rule we are looking at 3-10 business days before this is reflected in your bank account.

Let us know when that comes in.

Keep in contact with Anabelle and things should move along nicely from here.

Best wishes,

Nick and Silver Oak

1. Thank you so much!!! I will let u know when it comes

Nick, I still haven't received the payments from Silver Oak...they owe me several. But in the meantime, Planet 7 also owes me and I have complained to them as well. They owe me from July, two payments for a total of 2500. I received emails from them also through Anabelle and recently a phone call, saying they needed my husbands ID, since he is on our joint bank account. I had already sent this at least twice, and again with the current date, since we get new licenses every two years but no other change than the date. They WON'T ACCEPT HIS LICENSE, and are asking for another form of ID even though it is the same issued by our State as mine and they accepted mine. I told them we don't HAVE ANOTHER FORM OF ID OTHER THAN OUR SOCIAL SECURITY NUMBERS AND I CERTAINLY WAS NOT GOING TO GIVE THEM THAT. They also said they more or less DEMANDED I get a Bitcoin account. I told them that our currency is the American dollar and that I am 78 years old and NOT going to open up a Bitcoin account when all our stores, my bank, my automatic bill pays and funds are in the ccurrent bank account I have used with the same bank for years...and they have wired to in the past with NO problems.

This is UNBELIEVABLE! I again sent them a picture of my husband's license this morning taken from my phone. They had even demanded a color photo...our licenses are in black and white except for the "STATE OF VIRGINIA" at the top which is very pale. I think they don't want to pay or something nefarious is going on.

Greetings Carol,

Please appreciate that in order to assist you we work in conjunction with a number or peripheral departments to facilitate your needs and are beholden to their requirements. Anabelle is my deputy for a reason and the most efficient person I know in terms of getting to the heart of the matter, please consider any request on her part a direct request from myself. She will never for any reason request anything of you that is not required and 100% necessary to get the job done.

Regarding Bitcoin as a payout option, in life sometimes something can seem like a hindrance when in actuality it is a blessing. Bitcoin is the best we have in terms of payout method, period, and not always available to every player. Coinbase is the most popular platform used by our players. Look into it, you will thank us later.

Best wishes,

Nick and Silver Oak

Dear Carol,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have been in contact with Annabelle and planet 7 and silver oak...demanding that I take out a bitcoin account is illegal...but aside from that they will use my old account as they have for years. So THAT is straightened out...the amounts due me are still in question

Dear Carol,

did you create a Bitcoin wallet? You have mentioned that they'll use your old account - can you be more specific, please?

NO I would never open a bitcoin account...it is NOT our currency! I only opened another account in my name only because they had refused to accept my husband's ID ..they wanted some other ID and I told them we don't HAVE other ID s except SSN and THEY WER NOT GETTING THAT!. So then they decided the old account was fine and approved my husband's ID. I am get up with this group. They still owe me a bunch

Dear Nick,

I'm a little bit confused about what's going on here. Can you bring some light to this situation, please?

the payments center was refusing to accept my husbands ID, his driver's license, for our old joint bank account, even after they asked for it and then wanted another ID. I told them that was the ONLY ID we had. Then they demanded I get a bitcoin account and I told them I would NOT, since it is NOT our currency and I can t use it most places in the US, so then they demanded I get a separate bank account in MY name only. So I did that, but then the y decided my old joint account was acceptable...go figure. So then, since my withdrawals go back to May for Silver Oak and July for Planet 7 with a lot of shenanigans going on in both casinos, they have cancelled two of my legitimate wthdrawals for a total of around $4000. I can only look back 30 days into transactions...so they have me at a loss. I am fed up with their lies. They ARE finally wiring some to my old bank account, per Anabelle, but when and if I get it all remains to be seen.l

We would like to ask the Silver Oak Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Thankyou for your help as without it I would not be getting ANY resolution. They are sending payouts ..I received one small one but their time frame is 3-11 business days and it goes to the very end so I am still waiting for one sent our supposedly on Dec 3. They only do one at a time as well..so we shall see. Again thankyou for your help in getting this started

Greetings all,

Carol is in direct contact with Anabelle and payouts are proceeding as quickly as they can be provided.

Season's greetings,

Nick and Silver Oak

Well...going in 8 months for Silver Oak is not what I consider "speedy" and still difficulties with Planet 7. Both are balking at sending amounts withdrawn, even with processing fees, etc, which are doubling in addition to completely erasing other payouts. Thus is extremely frustrating

Dear Carol,

keep me informed about your progress, please.

Nothing so far..I have received 2 meager payments totalling about 1300 out of 10000 originally withdrawn. I will let you know of any developments

Dear Carol,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have complied with all the many excuses and requests from Silver Oak and am still waiting to see if THEY comply now with the payments they owe me. Going on 8 months! Since their finance department controls both Silver Oak and Planet 7, I have included Planet 7 in the complaint to Annabelle Wallis. But Planet 7 is still being obstinate. They say they sent payment which was refused....which is doubtful if they sent it as always, as the bank manager said NOTHING had changed for accepting international wires. I think they tried to send it as bitcoin as they are still trying to make me take out a bitcoin account and I WILL NOT EVER DO THAT, and have told them. Silver Oak has accepted the new account in my name only as they more or less demanded, so there is NO reason why Planet 7 will continue to refuse to wire the payments. And, I have told both of them that they accepted my deposits from the old account.....no answer to that, of course!

I also told Planet 7 that I am asking that their casino be blacklisted for nonpayment

I just heard back from Planet 7, a Travis Hayden there, again. He said they had previously sent payment to my bank and it was rejected so they couldn't resend it and demanded that I do bitcoin...this was a bit ago. I informed him I don't do bitcoin, that they must have tried to deposit my payout into a non existent bitcoin account and that was why it was rejected. I told him that the Finance group that handles their AND Silver Oaks payouts had required me to open an account in my name only, which I did. I also told him that they had always wired as well as received payouts and deposits from my old account at the same bank. They have reduced my payout already by 1500...this since July, and now he is telling me that he can't help me! I told him he was lying, My bank manager confirmed that the SWIFT and routing numbers, plus account number, are all that is needed for a wire transfer....as I have always done in the past. I see that now those two casinos only work with bitcoin or some other useless currency, but that doesn't change ANYTHING! They still owe me and there is nothing wrong with my bank or my accounts. I can't use bitcoin ANYWHERE HERE!

Indeed Carol,

The payment sent to your Suntrust account was rejected and due to this the requisite department is insisting on Bitcoin for all withdrawal transaction moving forward. Until this is completed and you have a Bitcoin account we are unable to assist any further. Please submit your information to Anabelle via email once you have the necessary details.

Best wishes,

Nick and Silver Oak

Payment was NOT REJECTED ...I received a payment on December 14th from either planet 7 or silver oak in addition to one prior to that..I have printed out from the bank statement from that account the amount received by international wire. So do not to me that my bank did not receive it! They refuse to send me the details from planet 7 of how and what was rejected..one amount was sent on dec3 and received on Dec 14. I checked with the bank manager and there is NO problem using the correct swift and aba routing numbers and account number. That is how the wire was received. Planet 7 no doubt sent via bitcoin....and of course it didn't go through and they won't sent me the rejection info. In addition I had to open an account in MY name only just to satisfy anabelle. Their excuse that they can't send to my bank is a lie and they can't tell me what uselesd currency I have to use or what bank!!! Thus is NOT communist China!

Dear Carol,

your cooperation is very important in order to get your winnings. Please, follow Nick's instructions and create a bitcoin wallet. Send all the details to Anabelle. Let me know when you'll do that so we can check the situation with Nick. I hope that there will be no problem and you'll receive your money.

I am NOT creating a bitcoin account..I withdrew using the same bank account I have used for years. Butcoin is NOT an account, as told to me by the bank yesterday..it is an investment account like a stock account based on speculation....it has no base value like our dollar which is based on gold. As I told you AND Planet 7 AND Anabelle, the wire was ACCEPTED with either correct Swift and ABA routing numbers and account number on Dec 14 to my bank. There is NO reason that other wires would not go...I think these two casinos have no bank to deal with and are no doubt illegal or defunct and are trying to get out of paying. There was NO difference in my withdrawals from the past as when I did these from both casinos...so it is on THEIR end. I don't speculate in shady non currencies and the are not acceptable at our banks here as viable money. Do NOT TELL ME THAT they have not tried to pull the wool over your eyes...I am not fooled...trying to make me take out a useless stock in place of real money and blaming it on my bank?????? I want my money NOW! IF they no longer have any...after taking My real money in deposits as well as many others! They are lying and criminals

I am still waiting on a response. The lack thereof indicates that the two casinos are trying their best NOT to pay. Any casinos trying to pass along bitcoin as a viable transactional currency are fooling themselves and others. Even the Chinese don't want to use it...and it is obvious that China is controlling a lot of the financial operations of the casinos now due to the type of slots available....just in case you and others haven't noticed. Bitcoin may still have some value as a stock or speculative option for some but it is NOT a usable currency and should NEVER be used as such. There is NOTHING wrong with my bank and I have talked to them about the wires, which haven't changed for years ...some banks won't accept international wires probably because they try to do the same as Planet 7 and send non negotiable or inusable bitcoin or other items not based on anything solid like our gold standard. I don't know where you are from , but if you are still talking about bitcoin, you are no better than the others. I want what is owed to me and if they refuse to send wires, then find a Canadian bank who will allow them to send a check.. Other casinos do that.

Greetings all,

Unfortunately the current options for payout are limited to one, Bitcoin. Until we have a confirmed method of payout there is nothing further that can be done on my end. I have no interest in turning this into a debate on the merits of crypto-currency and I won't be drawn in any further than to say it is a rapid and viable solution to our situation and the sooner it is complied with the sooner we can resolve and close this case.

Best wishes,

Nick and Silver Oak

Bitcoin is not an option and never has been..it is not a viable currency ...and both Silver Oak andPlanet7 took my money from my bank account in the form of a credit card and now refuse to return my winnings to the same. That is cheating and lying. They changed the game and always had paid by the same wire method as before. Bitcoin was not the option I chose when I withdrew and the wire was acceptable at the time. Bitcoin is an investment gamble and no bank here accepts it as currency. I am totally disgusted with the responses and lying to me. You all are no better

Dear Carol,

If you have been advised by the casino to use a Bitcoin e-wallet, I would strongly recommend opening a Bitcoin account. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. There is a lot of online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/) Please understand that this is the ONLY payment method available for your geolocation and if you refuse to cooperate you won't receive your winnings. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Dear Carol,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I don't know where you are from or who orders you around, but in the USA NO bank of ANY sort will accept Bitcoin. I have ALWAYS received wires for past payouts from these two casinos and suddenly, after legitimately requesting wires as usual, planet 7 sends stupid bitcoin..IT IS NOT A CURRENCY BASED ON ANYTHING BUT SPECULATION. I have given Anabelle another bank to send a legal wire to for my account...and they also do not accept bitcoin...the Bank of New York. I will see what stupid excuse she can make up for that. Casinos who use bitcoin are doomed in the US...

Dear Carol,

unfortunately, we are not able to help you at this point and I'm forced to reject your case. If you'll decide to open a Bitcoin wallet in the future you can ask to reopen your complaint but you need to cooperate.

Thank you for understanding.