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Silver Oak Casino - Voided my $2k

Discussion in 'Casino Complaints - Non-Bonus Issues' started by paulsteam, Oct 28, 2015.

    Oct 28, 2015
  1. paulsteam

    paulsteam Banned User - being a jerk PABinit

    Occupation:
    accountant
    Location:
    USA
    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
     
  2. Oct 28, 2015
  3. gagamel

    gagamel Professional smurf hunter MM

    Occupation:
    Care Manager
    Location:
    Switzerland
    2 people like this.
  4. Oct 28, 2015
  5. paulsteam

    paulsteam Banned User - being a jerk PABinit

    Occupation:
    accountant
    Location:
    USA
    thanks for the tip - pm with pleading sent :)
     
  6. Nov 5, 2015
  7. paulsteam

    paulsteam Banned User - being a jerk PABinit

    Occupation:
    accountant
    Location:
    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
     
  8. Nov 5, 2015
  9. partyhummel

    partyhummel Senior Member mm1

    Occupation:
    ex broker
    Location:
    betty ford clinic
    bonus money cant be converted

    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.
     
  10. Nov 5, 2015
  11. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    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
     
  12. Nov 5, 2015
  13. paulsteam

    paulsteam Banned User - being a jerk PABinit

    Occupation:
    accountant
    Location:
    USA
    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 :)
     
  14. Nov 5, 2015
  15. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    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!
     
    2 people like this.
  16. Nov 5, 2015
  17. partyhummel

    partyhummel Senior Member mm1

    Occupation:
    ex broker
    Location:
    betty ford clinic
    after clearing the wr...

    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.
     
  18. Nov 6, 2015
  19. SlotsLover

    SlotsLover Senior Member PABnorogue PABnononaccred3 MM PABinit PABaccred

    Occupation:
    teacher
    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.
     
    2 people like this.
  20. Nov 6, 2015
  21. paulsteam

    paulsteam Banned User - being a jerk PABinit

    Occupation:
    accountant
    Location:
    USA
    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
     
  22. Nov 6, 2015
  23. SlotsLover

    SlotsLover Senior Member PABnorogue PABnononaccred3 MM PABinit PABaccred

    Occupation:
    teacher
    Location:
    California
    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.
     
    Last edited: Nov 6, 2015
  24. Nov 11, 2015
  25. paulsteam

    paulsteam Banned User - being a jerk PABinit

    Occupation:
    accountant
    Location:
    USA
    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...
     
  26. Nov 11, 2015
  27. SlotsLover

    SlotsLover Senior Member PABnorogue PABnononaccred3 MM PABinit PABaccred

    Occupation:
    teacher
    Location:
    California
    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.
     
  28. Nov 11, 2015
  29. paulsteam

    paulsteam Banned User - being a jerk PABinit

    Occupation:
    accountant
    Location:
    USA
    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)
     
  30. Nov 11, 2015
  31. SlotsLover

    SlotsLover Senior Member PABnorogue PABnononaccred3 MM PABinit PABaccred

    Occupation:
    teacher
    Location:
    California
    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.
     
  32. Nov 11, 2015
  33. stokes

    stokes Experienced Greenhorn

    Occupation:
    Sorcerer
    Location:
    Springfield
    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.
     
  34. Nov 12, 2015
  35. SlotsLover

    SlotsLover Senior Member PABnorogue PABnononaccred3 MM PABinit PABaccred

    Occupation:
    teacher
    Location:
    California
    Point taken. Yes, roulette is available but that bonus is not always available once one gets bumped down to the 35% bonus level :(
     
  36. Nov 12, 2015
  37. stokes

    stokes Experienced Greenhorn

    Occupation:
    Sorcerer
    Location:
    Springfield
    Or if one (like me:() completely bonus banned.
     
  38. Nov 12, 2015
  39. paulsteam

    paulsteam Banned User - being a jerk PABinit

    Occupation:
    accountant
    Location:
    USA
    how do you get bonus banned?

    you got bonus banned? Is that a "skill player" label or something? How does that happen?
     

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