The casino added a loyalty bonus accidentally and admits that it was their fault but still says I cannot withdraw my $5,000 winnings. Please help to resolve this dispute. If the casino admits to fault I should still be able to have my winnings I wouldn't have asked for another bonus added on top of what I already had.

Hello jillsaville1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you accumulated the winnings ($5,000) with the bonus that was incorrectly credited?

Could you please forward me your cashier/bonus history?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is [email protected].

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I only ask for the crew 290 bonus and that's all I was playing on

Hi Christina, around the same time I received the email from George Williams saying the withdrawal request was going to be denied, I received an email from Ann White requesting clarification on which bank account I wanted my wire deposited into. So I'm confused and not sure what's going on at this point

Received another email

Thank you very much jillsaville1 for your reply. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi jillsaville1,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Silver Oak Casino to the conversation to participate in the resolution of this complaint.

Greetings all,

This a first for me, I reviewed the case and immediately found the issue. A loyalty bonus was placed on top of your playable balance manually by a VIP host creating the situation, it was no fault of yours jillsaville1. The agent in question has been disciplined and is currently receiving additional training to assure a situation like this will never occur again.

On behalf of the entire Silver Oak team I apologize for the confusion and any related stress jillsaville1, this is not how we do business.

The good news is I have already pushed through the first of your requested withdrawals for approval and it should be going out to our 3rd party payment provider shortly for disbursal as a wire payment. Once it has been released by the casino we are looking at 3-10 business days before it arrives in your bank account.

Please confirm once the first withdrawal has arrived and I will follow through with the next for you.

Best wishes,

Nick and Silver Oak

Thank you Nick for your reply and help.

Dear jillsaville1,

Please keep me updated.

Hey all,

Just confirming the first payment went out yesterday to our 3rd party payment providers for disbursal as a wire transaction.

Best,

Nick and Silver Oak

Received 1st payment. Thank you !

Hi jillsaville1,

Thank you for the information. Let me know when you receive the rest.

Hey all,

Next payment out the door to our 3rd party yesterday, let us know when it arrives  jillsaville1!

Best,

Nick and Silver Oak

Hey all,

Confirming the next and final payment was issued to our 3rd party payment providers on Tuesday the 22nd of March.

Best,

Nick and Silver Oak

Thank you Nick for the information.

Dear Jill,

Please keep me updated.

Received 2nd and final payment. Thank you Guru's.... Nick, and Silver Oak.

Case resolved and can be closed.

Thank you Jill for the update. I'm glad to hear that you received the payments. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter