Hello everyone,
Earlier this morning I went onto silver oak casino, I hadn't been on that sight in over 6 months from when i last deposited 20 dollars. Anyways I entered in a free spin bonus code for a the ninja slot they were promoting. During the free spins I was extremely lucky and hit the full bonus feature twice, and ended up winning around 2700 off the free spins alone. Once the free spins were used up I followed the requirement of wagering 500 dollars, and once that was done the money was in my account as my actual balance. So when I go to the live chat and ask them if they need any additional information before I deposit my winnings, they are very polite and helpful. Then when the support in the live chat checks my account and sees that the money I got was from the free bonus and not a recent deposit things quickly changed. All of a sudden they send 8 paragraphs saying that I can't withdraw because I have multiple accounts and used multiple bonuses in a row.(none of which is true) I had a suspicion they were going to try everything in their power to avoid paying me the 3 grand and sure enough they did. So I ask them to proove I have multiple accounts, I asked the question at least 3 times but they never answered they would just mention not using multiple chips instead.
Then when I said ok prove I used multiple free chips, the only thing they show me is their casino statement saying it is against the rules. One thing to note is the statement they showed was a copy and pasted section of it, I'm not sure if that is even in their rules or they made that up. One thing I wanted to see about this so called multiple chip thing they keep mentioning is to see if it even works, since on the bonuses it states they wont be redeemed if theyre are consecutive free chick attempts. So my roommate made an account on his computer entered in a code, then played through all the money and went to enter a second code (he tried multiple ones to double check) and sure enough it did not work, a consecutive free chip wasn't even able to redeemed. So basically, even though they know what they said isn't even possible, and that they know I rightfully obtained the money to their standards (playing thgrough wager) I am somehow at fault? When I keep saying they have no reason to not pay me, the person on live chat says that they cleared my account of its balance. Next they had the nerve to tell me to deposit money into my account and that they will give me the best offer they have so I can win it back with deposited money. Then when I ask how they can just clear my money with no proof.. I'm instantly disconnected from live chat. I go back on someone with the name mike says they're a manager, and literally copy and pasted what the other support person said before into the chat.
Then gives me an email address and says to email them at my leisure, or when I decide to deposit money... and then once again I was kicked off live chat and now its disabled so I cant even use it. So just to see i email the email adress the "manager" provided me, and it ends up coming back as not a valid email address. So now my account balance is 0, and I cant use live chat and they have no proof i broke any rules.I also find it funny how later on today I got an email from a support staff saying they value me as a member and are offering some of the best deposit bonuses... yet they block me from live chat and make up rules to avoid paying me. I understand that the chances of me ever seeing any bit of that money is extremely unlikely because it was from a free bonus, but I don't get why they even offer the bonuses if they wont ever pay them.
I just don't get how a casino that makes such a large amount of revenue, will iignoreand be extremely rude to a customer who has deposited before, all over about 2700 dollars. In the end I am writing this to see if there is some way I could get the money I believe I rightfully earned, and to warn people that silver oak casino is not a place to trust. By the way before people mention, I do realize it was a free spin bonus and I technically never lost my own personal money, however I still believe that by winning that money fair and square, I should be able to receive that money.
I attached a picture of what happens when I try live chatting with support. Maybe someone knows if that means it is blocked, or just a client side issue.
View attachment 43503
Hi Craft25
As promised, We've looked into this, including all chat transcripts. From what we've read, from both your post and transcripts, you are not being accurate in what you have posted.
You have stated:
Then when the support in the live chat checks my account and sees that the money I got was from the free bonus and not a recent deposit things quickly changed. All of a sudden they send 8 paragraphs saying that I can't withdraw because I have multiple accounts and used multiple bonuses in a row
We just don't get how a casino that makes such a large amount of revenue, will ignore and be extremely rude to a customer who has deposited before, all over about 2700 dollars.
Let us begin with that last paragraph. You have never made a cash deposit of any sort, at any time into Silver Oak or any other Ace brand, for that matter. The only activity in this or any other Ace account reflects only free chips, which leads to the next point.
On November 3, you received one free chip at Silver Oak. The next time you played at Silver Oak, you redeemed SIXTEEN free chips in that one day, all scouted out from various forums and websites. It is CLEARLY stated in our terms and conditions that:
No Deposit Bonuses (Free Chips, Free Spins, Free Roll Slot Tournaments):
Unless stated otherwise, all No Deposit Bonuses are subject to the following terms and conditions:
1.The bonus amount must be wagered a minimum of 30 times; 60 times for All Allowed Table Games and Video Poker.
2.Wagers placed in Roulette, Craps, Pai Gow Poker, Baccarat, War and Sic Bo are not allowed with any No Deposit Bonus (unless specifically stated otherwise) and do not count towards meeting the wagering requirements.
3.Unless otherewise stated, the maximum withdrawal amount from any No Deposit bonus is twice the face value of the bonus. All free chips valued at or below $100 will come with a cash-out limit of no more than, nor less than, $100.
4.Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to redeem the second No Deposit Bonus.
5.All No Deposit Bonuses are subject to the Wager Requirements and Maximum Withdrawal Limits listed above.
6.Once you have met the Wager Requirements and are able to make a withdrawal, any amount that is over the Maximum Withdrawal Limit will be removed from your balance, as you will not be able to withdraw these funds
Seventeen free chips in a row is in clear violation of the terms. These terms can be found here:
The terms are not buried, not hidden. They are at the top of the page and clearly written.
Regarding the statement of multiple accounts, this is what was told to you by our support member on Live Chat:
[05:51:55]
Kim: I am sorry but you are not able to cashout since you have multitple accounts in this casino and/or you have redeemed back to back free chips which is not allowed so any winnings are void. You may play this balance to zero then you need to make a deposit and redeem a deposit bonus.
Please note the and/or portion of what the support person explained to you.
In looking through the two separate chat transcripts (involving two support employees and a support manager), nowhere was anyone rude to you. We would be happy to post all transcripts involving Craft, with the player's permission as proof.
We realize that Virtual and Ace are looked on negatively here at Casinomeister. Fair enough and we really are trying to improve. It's difficult, however, to have members judging things without knowing the facts and having a player make accusations are patently untrue.
AceRevenue