Silver Oak Casino - Voided my $2k

paulsteam

Banned User - being a jerk
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Oct 26, 2015
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I made a deposit at Silver Oak Casino - At first I requested the 270 No Rules bonus, thinking this was no game restrictions...Upon talking to a customer service rep, he explained that was slots only. So I explained I wanted to play other games, he gave me a much lower bonus, but still, got a bonus.

I ended up liking their slots, a lot...and played mostly that and Let Em Ride.

I had a lot of good luck and ended up turning my $125 into $1,990

I turned in my doc's a couple days later, and requested a partial withdrawal...

they told me I had played Roulette and voided my entire account balance.

Couple things: I specifically asked for a bonus that allowed other games (why would BJ/Baccarat/Video Poker be okay, but not Roulette which has a higher house edge?)

I had already cleared my Wager Requirements through Slots before touching ANY other game at all.

only 10% of my play was at roulette (if I had known, it would have been 0% obv)

The manager said I could start over - the end - started yelling at me and banned me...

Total bs - I wasn't on a free play, I wasn't mixing bonuses, I took a lower bonus so i didn't have restrictions...worst part is I'd cleared all WR before 1 spin at Roulette.

Their own T&C state this: If an excluded game is played before completion of the above wagering requirements, the casino reserves the right to void all funds and close the account

These guys couldn't have cared less - I've read other complaints where someone won $39k and they deemed them a "skill player" and paid them only $1,250/month, instead of the $2,500/week listed on their site.

On top of this, they had "locks" on different games when I started - why were those later removed, if I wasn't allowed to play them? They could have just left the lock on...but no, they'd rather have a reason to void all my winnings, even it's complete bs...

thanks for reading
 

paulsteam

Banned User - being a jerk
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Oct 26, 2015
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USA
hit her up - at first she said she'd be happy to look into it - 3 more pm's since, heard nothing back....

so irritating...first time i've actually ever won and they just void it for rules i "broke" well after the WR were cleared...so how sticky should a bonus really be? Clear the wr, cash out right away, never play another game there...that's the only way to not break some rule? just dumb
 

partyhummel

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Location
betty ford clinic
bonus money cant be converted

hit her up - at first she said she'd be happy to look into it - 3 more pm's since, heard nothing back....

so irritating...first time i've actually ever won and they just void it for rules i "broke" well after the WR were cleared...so how sticky should a bonus really be? Clear the wr, cash out right away, never play another game there...that's the only way to not break some rule? just dumb

hey paul, their bonusmoney cant be converted thru wagering and will always remain property of the casino. it will be deducted from withdrawals. I heard about similar issues at some playtech casinos, where players played restricted games after meeting wr, however still the bonus on balance...

hopefully you will find a solution.
 

KasinoKing

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Clear the wr, cash out right away, never play another game there...that's the only way to not break some rule? just dumb
Unfortunately these ARE the conditions at the vast majority of RTG casinos - and probably Playtech ones too.

I totally agree that as soon as you finish the WR you should be able to do whatever the hell you like with YOUR money - but in my 11 years on this forum I have lost count of the times I've read stories just like yours. :(
I hope yours has a happier outcome than most of those earlier ones...

KK
 

paulsteam

Banned User - being a jerk
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USA
hey paul, their bonusmoney cant be converted thru wagering and will always remain property of the casino. it will be deducted from withdrawals. I heard about similar issues at some playtech casinos, where players played restricted games after meeting wr, however still the bonus on balance...

hopefully you will find a solution.

yeah, i'd be fine if they kept the bonus...it was only $200...my balance hit $2,100 and I was at $1,990 when i went to first get a $1,500 withdrawal...they can keep the bonus :)
 

vinylweatherman

You type well loads
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Oct 14, 2004
Location
United Kingdom
This IS Silver Oak after all. I was under the impression that they had turned over a new leaf, but it appears they are slowly reverting to their old ways. For starters, it's not a "no rules" bonus as advertised, more a "loads of rules" bonus, and it even appears that they are implementing a rule that does not even exist as if your balance was that high after meeting WR, you were playing on the cash balance, not the bonus, so the "applies until WR is completed" should have meant the withdrawal was paid.

If it's not a "no rules" bonus, then don't dishonestly advertise it as such, it's very simple!
 

partyhummel

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betty ford clinic
after clearing the wr...

Unfortunately these ARE the conditions at the vast majority of RTG casinos - and probably Playtech ones too.

I totally agree that as soon as you finish the WR you should be able to do whatever the hell you like with YOUR money - but in my 11 years on this forum I have lost count of the times I've read stories just like yours. :(
I hope yours has a happier outcome than most of those earlier ones...

KK

cs must be asked to deduct the bonus from balance. then you are unrestricted....

i myself can guess why casinos do not prominently mention that...

wen player wins too big...

however - i have also had the opposite case. a few years ago i played at a playtech ith maxbet 7€.

i never read t&c... played 25. ;-) requested 2000 which were just processed (overall deposits of me there max. 200...) ;-)

i doubt they didnt discover my breach of the t&c.
 

SlotsLover

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Joined
Jun 25, 2010
Location
California
Let's be fair

To be fair to SilverOak, there are almost no RTG, or any other casinos, that allow roulette when playing with a bonus, and this is a slots bonus. By no rules, they mean no rollover and no max cashout. Inet, ClubWorld nor any other accredited RTG casino here allows roulette. This is from the silveroak crewpon bonus:

WAGERING 0X AND NO LIMITS ON WITHDRAWALS

Valid on Slots and Keno games ONLY

To be fair to the OP, I don't know what exactly was on his code, but let's not jump on the HATE Virtual group bandwagon because they denied a cashout due to roulette play with a bonus. And it's not really possible to "meet the wagering requirement" when there is no rollover requirement that would release roulette as a game if it were not allowed to begin with.
 

paulsteam

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To be fair to SilverOak, there are almost no RTG, or any other casinos, that allow roulette when playing with a bonus, and this is a slots bonus. By no rules, they mean no rollover and no max cashout. Inet, ClubWorld nor any other accredited RTG casino here allows roulette. This is from the silveroak crewpon bonus:

i think i'm being extremely fair - if you read exactly what i posted, i went through it step by step, asked for a bonus that allowed me to play other games etc.

It was their own customer service rep who told me I had cleared the WR before playing roulette...not me, i wasn't tracking it...

so, no, I don't feel like being fair at all with Silver Oak - If I had lost every penny of the $2k, do you think they woulda contacted me and said "hey, you played roulette, here's a refund"

yeah right...my post is extremely fair, i tried very hard to keep my emotions out of it...I was not only denied the bonus, I was also treated EXTREMELY rudely by the manager. I was yelled and cursed at and banned from playing again...

so sorry, but screw being fair with them...the whole thing was a sham and very bad etiquette on THEIR part...not mine
 

SlotsLover

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California
i think i'm being extremely fair - if you read exactly what i posted, i went through it step by step, asked for a bonus that allowed me to play other games etc.

It was their own customer service rep who told me I had cleared the WR before playing roulette...not me, i wasn't tracking it...

so, no, I don't feel like being fair at all with Silver Oak - If I had lost every penny of the $2k, do you think they woulda contacted me and said "hey, you played roulette, here's a refund"

yeah right...my post is extremely fair, i tried very hard to keep my emotions out of it...I was not only denied the bonus, I was also treated EXTREMELY rudely by the manager. I was yelled and cursed at and banned from playing again...

so sorry, but screw being fair with them...the whole thing was a sham and very bad etiquette on THEIR part...not mine

Fair enough. Do you have those chats where the rep told you roulette was allowed? Roulette, even with it's higher house advantage, is rarely allowed with bonuses because of high instance of bonus abuse coming from that game (don't ask me how, but that's what I understand). In fact, I had seen on PaddyPower once where roulette only counted 5% on a 30x rollover, making roulette = 600x multiplier. However, I do agree 100% that games not allowed should be just that, not allowed and unable to be accessed. I agree 100% with that.

I guess what I was saying is that what they did is not inconsistent with what almost every RTG online casino would do. I absolutely HATE that the software allows a player to break a wagering rule. But to realistically have any chance on this one, you're going to have to produce a document/chat that says roulette was allowed, given that it's not allowed on almost every casino when playing with a bonus.
 
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paulsteam

Banned User - being a jerk
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I guess what I was saying is that what they did is not inconsistent with what almost every RTG online casino would do. I absolutely HATE that the software allows a player to break a wagering rule. But to realistically have any chance on this one, you're going to have to produce a document/chat that says roulette was allowed, given that it's not allowed on almost every casino when playing with a bonus.

I don't have the chats - my issue was that I had already cleared all wr of the bonus before ever playing Roulette...

5 pm's to the casino rep - no response still...
 

SlotsLover

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Location
California
I don't have the chats - my issue was that I had already cleared all wr of the bonus before ever playing Roulette...

5 pm's to the casino rep - no response still...

Unfortunately, you're not going to win this argument with them. By the way, wasn't it a no rollover (or 1x) bonus? If so, I'm not quite sure how you "cleared the rollover." Standard policy for almost all casinos is that you cannot break the rules even after you have met the requirements. If you search casinomeister you'll find many stories on this subject.
 

paulsteam

Banned User - being a jerk
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Unfortunately, you're not going to win this argument with them. By the way, wasn't it a no rollover (or 1x) bonus? If so, I'm not quite sure how you "cleared the rollover."

i cleared the wagering requirements...wr - was told by the casino rep that i had cleared all wr before playing any roulette

unfortunately, from what i hear, this is pretty standard....it's an awful term and condition though...especially since i have Silver Oaks T&C in bold saying "if a player plays a disallowed game BEFORE clearing the wagering requirements, then the players bonus/winnings may be voided at their discretion" so, i played after, and they still voided it...it's total bull, it really is...

and guaranteed, had i lost everything, there was zero chance they would contact me and give me money back for playing roulette...so they only apply this rule when they deem it necessary (ie, anyone who wins)
 

SlotsLover

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i cleared the wagering requirements...wr - was told by the casino rep that i had cleared all wr before playing any roulette

unfortunately, from what i hear, this is pretty standard....it's an awful term and condition though...especially since i have Silver Oaks T&C in bold saying "if a player plays a disallowed game BEFORE clearing the wagering requirements, then the players bonus/winnings may be voided at their discretion" so, i played after, and they still voided it...it's total bull, it really is...

and guaranteed, had i lost everything, there was zero chance they would contact me and give me money back for playing roulette...so they only apply this rule when they deem it necessary (ie, anyone who wins)

It's an awful rule and most places have the rule stating that the disallowed games are never allowed. If you have the chat, you have a shot. Tawni is very helpful here or you can PAB if Tawni doesn't answer in a reasonable time. Without the chat, you will have a tougher time, but if that's the rule, go for it, can't hurt.
 

stokes

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Oct 10, 2006
Location
Springfield
To be fair to SilverOak, there are almost no RTG, or any other casinos, that allow roulette when playing with a bonus, and this is a slots bonus. By no rules, they mean no rollover and no max cashout. Inet, ClubWorld nor any other accredited RTG casino here allows roulette.

That is not entirely true. Club World has a coupon called ALLGAMES65 which is a 65% bonus which could be used for playing roulette and it is available always.
 

SlotsLover

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Location
California
That is not entirely true. Club World has a coupon called ALLGAMES65 which is a 65% bonus which could be used for playing roulette and it is available always.

Point taken. Yes, roulette is available but that bonus is not always available once one gets bumped down to the 35% bonus level :(
 

stokes

Experienced Greenhorn
Joined
Oct 10, 2006
Location
Springfield
you got bonus banned? Is that a "skill player" label or something? How does that happen?

It could happen in almost all types of casinos (RTG, Playtech etc.).
Casinos use some kind of algorythm to check how profitable is each player (checking deposit and withdrawal ratio). I guess there are certain limits for certain steps.
For example at the beginning I had 100% bonus for my deposits at Europa Casino (Playtech), then it went down to 75%, then 50%, 30% and now I receive only 15% for my deposits.

At Club World I had the normal bonuses (like the ALLGAMES65) and then one day I logged in and found that I am not able to redeem any coupons. Moreover I lost my access to my comp points earned earlier. Casino rep confirmed (with fancy words) that I am bonus banned.
 

TawniVirtualAce

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Worldwide
I just wanted to follow up on this thread.

Regarding the OP, unfortunately, he played both Baccarat and Roulette PRIOR to completion of the wagering requirements. In fact, his wagers on Roulette was more than $2000, which was 10% of his total wagers.

Our terms relating to this are very clear:

“…Unless otherwise stated, No Play/ No Max bonuses may only be used to play Slots, Keno, Bingo and Scratch Card games. All other casino games are prohibited and restricted. Playing a prohibited or restricted game while using a No Play No Max bonus will void any winnings generated during the use of a No Play, No Max bonus. These terms are valid and applicable even after the playthrough requirement has been met. All Deposit Bonuses for Slots and Keno with No Restrictions (No Playthrough and No Max Cash-Out) come with our software minimum of 1X Playthough (deposit + bonus amount) before the funds are allowed to be withdrawn. Unless specifically stated otherwise, bonus amount is always considered non-cashable and will be removed from the amount of your withdrawal request…”

“…Unless otherwise stated, all bonuses including (but not restricted to) weekly & weekend coupons, comp points, CashBack bonuses, No Deposit Bonuses & comps etc, as well as the deposits made to redeem any aforementioned bonuses, must be wagered at least 30 times, 60 times for Table Games and Video Poker, before withdrawing. Wagering on Roulette, Craps, Baccarat, Pai Gow Poker, War and Sic Bo is not allowed with any promotional bonus or No Deposit Bonus (unless specifically stated otherwise). If an excluded game is played before completion of the above wagering requirements, the casino reserves the right to void all funds and close the account…”

I hope this answers any questions.
 

paulsteam

Banned User - being a jerk
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I just wanted to follow up on this thread.

Regarding the OP, unfortunately, he played both Baccarat and Roulette PRIOR to completion of the wagering requirements. In fact, his wagers on Roulette was more than $2000, which was 10% of his total wagers.

guess i have to start recording phone calls to everyone now as i'm being flat out called a liar here

Tawni, thank you for responding...HOWEVER, why was i told, by your phone rep, that i had cleared the wage requirements BEFORE i had played any roulette?

I didn't make this up, i wasn't keeping track - i was told over the phone the morning i tried to cash out...

so she saw everything and how the games had been played...
 

Borgie

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guess i have to start recording phone calls to everyone now as i'm being flat out called a liar here

Tawni, thank you for responding...HOWEVER, why was i told, by your phone rep, that i had cleared the wage requirements BEFORE i had played any roulette?

I didn't make this up, i wasn't keeping track - i was told over the phone the morning i tried to cash out...

so she saw everything and how the games had been played...

It would seem the phone rep made a mistake in but can you not see your own game play at this casino ?- excuse my ignorance I don't play there
 

BMWSTACK

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US
Unfortunately I will never be satisfied with any type of conclusion with a complaint involving a casino with this type of reputation.

So basically the OP could be telling a story, but the casino could also playing games. The casino is not a good one and I would not put it past the support to give misleading information. Lets face it even the reps at the reputable RTG's provide inaccurate information.

Of course the terms are there, but who knows what information was provided.

So a point goes to nobody, and was probably a waste of my time to even read this one.
 
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