Silver Oak Casino Complaint – Resolved

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silver oak casino complaint

We received this complaint from a player at Silver Oak Casino a couple weeks ago. The players complaint (below) stated she’s confused why her account was cancelled for no reason. Problem is, there was a reason. The one I’ve been talking about for awhile now. DO NOT HAVE TWO ACCOUNTS IN THE SAME HOUSEHOLD!!! This will get your account and money locked up and you will be banned from the casino. Here is a link to the article I wrote about it.

Furthermore, Silver Oak Casino not only provided us with proof about the multiple accounts but also that these accounts had used the same welcome bonus. We cannot post the information sent to us by the casino out of respect for the players privacy, but will can say it was blatantly clear that Silver Oak was in the right to shut this account down and confiscate all winnings.

Below is the players complaint:

In the beginning of October I deposited $30 and received $20 deposit bonus on top. I ended up winning Upwards to $25000… I chose to stop playing and submit my withdraw requests. This was done on October 19th, 2019. I ended up cancelling a couple Withdraw request to gamble more. and ended up stopping with 7 withdraw request for $2500 each.. totaling $17500
I sent in ALL my documents. The cards I’ve used to deposit money, my information. My ID with a picture of me. All the information they requested was sent to them on October 23rd.
I received information that my documents were approved and my information was sent to their finance team for the payout to be approved by them. I was told they look over the account and verify payout eligibility…
I chatted in several times. and was told early November that my payout was approved and that I needed to send my information to [email protected] They asked for My bank name, bank address, my name, my address, my bank account #, bank SWIFT code, Bank Routing Number, and my city, state and country of birth… November 13th I sent in my information for Well Fargo as that is the bank I use… I received an email back from the payments people saying Wells Fargo wont work and I needed to provide a different bank… I responded with my information for Chime Bank (The Bancorp Bank)… I never got a reply back from them after that.
I chatted in after a few days and was told that I would need to find a different bank to use… I chatted back and forth with a rep and listed off banks in my area to see if they would work… Finally landing on BMO Bank which he said would work…
I then opened a checking account with BMO and send my new account information to the [email protected]…. That was on the 29th of November… Never got a response.. I chatted in on Monday 12/2/19 and was told my issue was being escalated… after a week and getting nothing back, I chatted in THIS MORNING 12/5/19 at 630AM… The first rep transferred me to a finance rep… This reps name was Shane … He asked for my bank info for BMO bank… which i provided… He stated he would escalate the issue and will have a resolution or payment within 72 hours… He emailed me from [email protected]… this is the first time anyone from Casino Support Center was who I was speaking to. He emailed me so I would have a way to get back in touch with him…
Less than 30 minutes later he emailed me back with this:
Shane (Support Center)
Dec 5, 1:58 PM CET
Hello Summer,
This is Shane following up on your ticket number 5477660.
We regret to inform you that your casino access has been revoked. The decision is, unfortunately, non-reversible. Any casino account can be closed based solely on our discretion as part of our policies to ensure game fairness, the safekeeping of company assets, and our third-party processors. Your understanding is appreciated.
Regards,
Shane 
—–
I’m confused as hell and don’t understand how my whole account was canceled for no reason… Please help me get my payment

This was the casinos response minus the attachment they sent us detailing the fraudulent activities by the players involved.

Hey Rick,

I’m N**** with the resolutions desk here at Silver Oak. In this particular situation the player had three active accounts (and a 4th at the same physical address from a Bill *****) she opened using different email addresses which were used to redeem and play welcome bonuses. This wasn’t noticed until our standard security screening before payout at which point the player was banned. She has 12 more just like that in Raging Bull Slots to which similar action was taken.

I’ve included a screenshot for your review, I’ve blocked out a bit here and there that is internal or sensitive to this and other players however you should see pretty clearly the situation. If there is anything further you need please contact me directly through the channels above.

Regards,
N****

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