Silver Oak Casino - Unjustified Bonus Removal

Dsmooth United States
posted on September 24, 2015.

I received an email stating I could return to play at the casino "on the house" with no deposit required. I entered the promo code of Play100. Was given the $100. Played thru a little over $900 of the required $3000. I received another email with a free spin code. I went to enter that and couldn't. I started a chat and was told I couldn't use the Ninja25 code because I'm on the play100 code. Fair enough. Go back to play the game I was playing and my balance was 0. I contacted support again and was told I shouldn't have been allowed to use Play100. If I wasn't allowed to play why did it accept that code but not NInja25? The first rep that took the money out tried to get me to play on a triton code when I didn't want to do that since my balance was already over $200. Finally manager said he would credit 200 but would escalate to see if I was eligible to cash out. No thanks. I've attached the screen shot of the email.

posted on September 26, 2015.

Dear @Dsmooth,

Any update regarding your complaint? Thank you.

posted on October 5, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

posted on October 7, 2015.

Hi dsmooth,

Although we offer a steady stream of free chips, it is incumbent for players to take the time to read our 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 Baccarat, Craps, Pai Gow Poker, Roulette, Sic Bo, and War are not allowed with any No Deposit Bonus (unless specifically stated otherwise) and do not count towards meeting the wagering requirements.
3. Unless otherwise stated, the maximum withdrawal amount from any No Deposit bonus is twice the face value of the bonus, with a minimum of $100. All free chips valued below $50 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.

Term #4 is particularly important, in that we will not honor withdrawals when a player uses two free chips without making a real money deposit between.

You used the 20FREE coupon, 1/5/2015 and then the PLAY100 coupon, 9/23/2015—you’ve never made a real money deposit, so according to the terms, you would not even be eligible for a withdrawal. This is why the system removed the bonus. When you contacted support, the manager you spoke with credited your balance to $207.50, so you could continue towards reaching your playthrough. I’m not certain why the manager did this, given you’d breached the term described above, but since this manager opted to do this—it will ultimately be up to our Withdrawal Department manager to approve or deny any withdrawal request, should that time come.

In the meantime, you need to read Term #1, the term speaking to the actual wagering requirement. Because you’ve been playing blackjack, you are subject to a wagering requirement of 60 times. Your total playthrough would be $6000 (not the $3000 you believe it to be). Your current playthrough is $1,742.50, which means in order to achieve a withdrawal, you will need to play through an additional $4,257.50.

I hope this helps you understand things better.

All the best,


posted on October 10, 2015.

Are you satisfied with the casino's response, can we close this complaint as resolved? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.