Silver Oak Casino found another excuse

RESOLVED
posted on March 17, 2013.

I been a costumer of Silver Oak Casino for about a year now and quite few times won a nice sum of money.Last year I really got lucky and won 15.000$ mainly playing three card poker but was never able to collect my money cause apparently there was always some kind of documentation missing for my withdrawal,so with that been said I kept on sending copy of my credit cards,authorization forms,utility bill etc.but for some reason it didn't matter how I sent those they were always missing something and of course I kept playing until I lost all my money.I guess I should say it was my fault I got sucked in.....In The mean time I played now and then but nothing serious until February this year.When I started playing again they kept sending me all kind of different bonuses and I kept on using them and like someone before me said at first poker and table games were locked until I met the playground,even when I was able to play them I didn't really win anything.Most of my winnings were on slot machines.Finaly I decided to try my luck and withdraw my money for the first time and OMG.it was approv­ed.U­nb­ali­vab­le.....After my withdrawal I went back in and decided to play some more,of course there was few deposits before I started winning a little,and with those winnings I was able to play for few days and until I had enough and decided to cash out.Forgat to mention I still haven't received my money from the first withdrawal,so before I withdraw my winnings of 700$ this time,I contacted costumer support to see how much longer will it take to get my first withdrawal to find out that all my winnings of 1000$ have been voided cause supposedly I played prohibited games for the bonus I cashed in with my deposit...My Heart stopped and my blood froze in my veins....As Shocked as I was and trying to understand what just happened,I was trying to tell them that my winnings are mostly of of slot machines but really got nowhere with operator saying"I am sorry,really,yes I understand:)".....I Couldn't understand,it really don't make any sense in any way but was still thinking OK I can still cash out my current winnings of 700$ again to find out that those are to be voided and that will be reset to my original deposit of 100$ this time without the bonus(oh yeah they offered of course,so they can voided my winnings again).So after 3 weeks of playing and 1700$ worth of winnings I was left with only two of my deposits and balance in my account of 160$.....Now Please can somebody tell me what do I do.....No They didn't even bother to look into my play and the fact that I already put in that much money out of my pocket.....I Worked in the casino,dealt witnesses and promotions but never ever seen anything like this.....This Is beyond horrib­le,­fru­str­ati­ng,­dis­app­ointing and heart breaki­ng.....So­mebody Please do something.....I Wish I was smarter not to fall for scam like this.....Thanks

posted on March 18, 2013.

Dear Player:

We will look into this matter and will get back to you soon

AceRevenue Team

posted on March 19, 2013.

3/5/2013 11:51:59 PM Coupon 'MARCH260 ' redeemed $130.00

3/6/2013 1:57:54 PM O/E Payment Withdrawal Declined $1,000.00

Let me help you,above is my original deposit with coupon,game played"White Rhino"­won­1.1­000.After playing required playthrough I played a little bit of "Bonus poker" and now you please explain it to me after required playthrough isnt the money I won technically my money and instead of cashing it out I played little bit more,No I dont have a problem with you to take away whatever I won on so called"prohibited games"but taking all of it now that just dont make any sense.....It is the similar situation with my second win.

3/13/2013 5:54:28 AM O/E Payment Withdrawal Requested ($500.00)

3/14/2013 2:42:29 AM O/E Payment Withdrawal Cancelled $500.00

3/15/2013 12:42:56 AM Coupon 'GREEN280' requested

3/15/2013 12:43:27 AM O/E Payment Withdrawal Requested ($400.00)

3/15/2013 12:44:06 AM O/E Payment Withdrawal Cancelled $400.00

3/16/2013 2:53:50 AM Promo Credit Withdrawal Requested ($700.00

3/16/2013 2:53:50 AM Promo Credit Withdrawal Approved! ($700.00) and why?

As you can see in the above statement 500$ is the money I won and was trying to cash out,but unfortunately decided to play some more.Yes I thought instead to make another deposit from my bank but then change my mind and instead canceled my withdrawal so which means COUPON"GREEN 280"WAS never applied.I thought if I try to withdraw the money again and cancel it it would apply the coupon on the amount of 400$.I was wrong.....I continue to play for a while and end up winnig and extra 300$ and decided I have enough its time to cash out,but remembered my first withdrawal of 1000$ and thought to myself I better ask someone what is going on with that and how much longer would it take for me to get my money,to learn I WAS BROKE......Simply the hole amount was voided,no email,no phone call no letter no refund of any kind,no explanation...Yes I do understand the BONUS rules and I dont mind you taking back whats"­ill­ega­lly­"ea­rne­d,but why in the world would you take the part that I earned fair and square.......JUST THINK ABOUT IT.....While I was chatting with miss Malory,I was still playing my games and was still on the same amount of 700$.I asked her "If my amount of 700$ at least will be OK to be withdrawn and was I up for rude awakening.Before I could even try to ask a question or explain what is going on my play amount was zeroed out....Yes they were so generous and actualy gave me my original deposit back(2 deposits) the hole 160$ and asked me if there is anything that they can do for me(ironicly),on what I reply:"Yes please take a gun and shoot me"....Tell me what else could I say,What do you want me to say.That I played around 24hours in your casino deposited(lost) over a 700$ so far in your casino and just when you think you earned something,you take it away like we are talking monopoly money.Even based of of your bonus rules you know this is wrong in so many ways....You think that people now that after required playthrough if they dont cash out and run youll take every single bit of it.Then tell me this "Why is it that after required playthrough,you still let them do it",Do you think people are that stupid to knowingly,after winning some money,go ahead and play"P­ROH­IBI­TED­"ga­mes­,again knowing that way they absolutely have no chance of cashing out(winning)any money.....Then why dont we just simply give you our money without the fight.You just make up a rule that"Once you make a deposit that money by the law belongs to you".......Isnt that what it is right now?....Please make your rules clear and with sense because this aperantly isnt working for none of us.And that might help you get of the" black list"

posted on March 23, 2013.

Dear Player:

We've requested Upper Management to provide us your game history in order to verify this.

AceRevenue Team

posted on March 23, 2013.

Thank you I hope we can make this right for both of us.

posted on March 26, 2013.

Dear Player

We will keep you updated

AceRevenue Team

posted on March 26, 2013.

OK Thank you.

posted on March 29, 2013.

Dear Player

Casino will provide an answer by Monday

AceRevenue Team

posted on March 30, 2013.

Thank you very much,really appreciate that.Patiently waiting for your reply....Thanks

posted on April 2, 2013.

And Monday it is.Its 10:53pm and I seriously doubt that in next hour or so I will have my answer.Or am I on the wrong monday?....I am really trying to be patient but lot of things in my life depend on this....Thanks

posted on April 2, 2013.

Dear Player:

On 3/4/2013 12:32:50 AM you've deposited $60 on using bonus code CREW200, which is good for Slots and Keno only.

According to the play history report you've played 70.7% in Tri-Card Poker and 18.9% in Video Poker, then requested a cashout of $1000 on 3/4/2013 at 5:17:11 AM. This cashout was denied on 3/6/2013 at 1:57:54 PM for playing not allowed games.

On 3/13/2013 at 5:35:57 AM you've deposited $100 and took bonus code GREEN280, which is good for Slots and Keno only. Played 25.4% in Video Poker and requested a cashout for $500 on 3/13/2013 at 5:54:28 AM , which was cancelled by the you on March 3/14/2013 2:42:29 AM. You've played more on these funds and requested a another cashout for $400 on 3/15/2013 at 12:43:28 AM which was also cancelled by you as well. During these games, from March 14th to the time the winnings were voided ($700), you've played Pai Go Poker (36.3%), Tri-Card poker (10.6%) and Video Poker (37.1%)

Unfortunately you've played not allowed games while using Slots and Keno only bonuses and winnings were voided. Both the $60 and $100 deposits were placed back on your account on 3/16/2013 at 2:54:46 AM

According to Silver Oak Casino Rules:

http:/­/ww­w.s­ilv­ero­akc­asi­no.c­om­/te­rms­-co­ndi­tions/

"No Play/ No Max bonuses

Unless otherwise stated, No Play/ No Max bonuses may only be used to play Slots, Keno, Bonus 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 winning generated as a resulting from the use of a No Play No Max bonus. These terms are valid and applicable even after the playthrough requirement has been met.

If a player has used a No Play No Max bonus and has completed the playthrough requirement but proceeds to play a restricted or prohibited game, this will result in their winnings being voided. The rules of the bonus will continue to apply even after the playthrough requiremen has been fulfiled."

We hope this clarifies your misunderstanding

AceRevenue Team

posted on April 3, 2013.

You just don't care what I have to say.All of the information above I do understand and yes partially maybe it was my fault but yet you forget to mention in your play statistics that when I made a 60$ deposit using code CREW200,that I played required playthrough on the slots and hit 1200$ bonus on the "White Rhino"before I started playing anything else.I know what I played afterwards but didn't know that even after required playthrough I can't play any other games except slots and keno,if I know that wouldn't you think I would cash out my winnings before I started playing any other games.....Why Would I for whatever reason knowingly just decide to risk everything I earned just so I can play the "other"games I like....Wouldnt It make more sense if I just kept my money in the bank and played "For fun"where this is what it comes to,same thing.You invite me to play,give me a catchy bonus with 200%matching my deposit.To me its same like you loaned me the money until I complete a required playthrough,after I do so isn't it that all the winnings are considered my money and don't I have a right to do whatever I please with my money,but you are telling me it doesn't matter what I do one way or another you'll find the way to keep it?.....My only question to you again is why would I play restricted games if I know that would voide all my winnings including my deposit?and why can't I get what I originally won with your"BONUS"before I started playing your "prohi­bit­ed"­gam­es?.....By the way stop sending me the BONUSES,why are they good for except "nervw­rec­kin­g"g­ame.......Thanks for everything

P.S"Thanks for getting back to me in timely fashio­n".......M­onday was yesterday

posted on April 6, 2013.

Dear Player:

Unfortunately Silver Oak reports indicate that you've played not allowed games while using Slots and Keno only bonuses and this is why winnings were voided.

As you said: You may have played required playthrough on the slots and hit 1200$ bonus on the "White Rhino"before I started playing anything else but the rules of the casino also are clear when they say: If a player has used a No Play No Max bonus and has completed the playthrough requirement but proceeds to play a restricted or prohibited game, this will result in their winnings being voided. The rules of the bonus will continue to apply even after the playthrough requiremen has been fulfiled."

We hope you understand Rules are available on the site for players to read and understand them before playing. If by any chance player have inquiries or comments there is also a 24/7 Customer Support Team ready to assist you and clarify any misunderstandings.

AceRevenue Team

posted on April 6, 2013.

Yes I can read thank you and yes I went through your rules but didn't understand the part when playthrough is over that the money that is technically mine all of a sudden becomes yours.Also in your rules I did not see the part that states:"After you complete required playthrough,please cash out your money and run,otherwise we will rob you blind".....And as you can see I can not explain it as well as the lady in"Silver Oak Casino is refusing to pay"case explained,how this works.....I dont know why do you still want me to contact the costumer support,so they can tell me"Sorry about THAT".....No I am sorry.......

I am just gona copy and paste part of the conversation between one of your managers and the claimant on"Silver Oak Casino is refusing to pay"....here It goes......

sugarbearnm: Right, but I want to take this one question at a time. I'll get to that in a second. Can you please answer my question about mixing funds? I can't know how not to do it if it isn't explained to me.

Andy: You need to make sure your balance is always zero before performing any new transaction

Andy: or very close to zero

sugarbearnm: So if I collected a no rules/no max bonus in 2011, when I opened my account, my winnings last week could potentially be voided if my account never went to zero? And I couldn't play any other games without risking voiding my winnings because this initial coupon would still be in effect?

Andy: correct

sugarbearnm: Wow. Okay. And that is where in your rules? I tried to find it but couldn't.

Andy:*­***­***­***­****** we can consider an except­ion­***­***­***­***­*****

Andy: i think you already talked about this with erick

Andy: But anyways

Andy: that is not the only problem

Andy: You played video poker

sugarbearnm: No, not the mixing funds. Additionally, I want to be clear so that I know what is going on.

Andy: that is why we are not able to make exceptions this time

sugarbearnm: So where is it in the rules? I didn't see an answer there.

Andy: according to your account comments you were claiming rules are not clear

Andy: so you better go through the central dispute system

So speaking of exceptions what are the rules on those and what would I need to qualifie for one?

Again thank you for taking your time in this matter......

posted on April 10, 2013.

Dear Player

Dear Player:

Once again; winnings were voided since you did not follow the rules that are established and available on Silver Oak's website:

According to Silver Oak Casino Rules:

http:/­/ww­w.s­ilv­ero­akc­asi­no.c­om­/te­rms­-co­ndi­tions/

"No Play/ No Max bonuses

Unless otherwise stated, No Play/ No Max bonuses may only be used to play Slots, Keno, Bonus 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 winning generated as a resulting from the use of a No Play No Max bonus. These terms are valid and applicable even after the playthrough requirement has been met.

If a player has used a No Play No Max bonus and has completed the playthrough requirement but proceeds to play a restricted or prohibited game, this will result in their winnings being voided. The rules of the bonus will continue to apply even after the playthrough requirement has been fulfilled."

"Kindly note that all Deposit Bonuses are Non Cashable. This means that the bonus will be deducted from any withdrawal made. Please also do not mix Deposit Bonuses; to avoid complication use one bonus for every one deposit made.."

"Redeeming Multiple Promotions

You may not mix or combine promotions or bonuses. If multiple bonuses are mixed, your casino winnings may be removed at the time of withdrawal. Please be sure to use only one bonus at a time."

AceRevenue Team

AskGamblers
posted on April 10, 2013.

 Player broke the rules, therefore isn't entitled to cash-out! Everything is explained in the complaint! Case solved!