Is refusing to pay

I have been a customer of silver oak for 2 years and have never requested a withdrawal. i won $6k on slots and attempted to submit a withdrawal, at which point I was told it would be denied. Essentially, the story is that because I was playing on a no rules/no max bonus and i played a "prohibited" game I would not be allowed to collect ANY of my winnings, despite the fact that my winnings were on slots (the allowable game) and none of them were on the few hands of video poker I played in between my slots game. Here is the problem with this:

1) When I first collected a bonus, video poker was locked and I was unable to play. i called and was told by the agent that it was locked until I met playthrough requirements. NO one said I could NEVER again play video poker until I had zero balance or my winnings would not be paid. I was told this on the phone today, at which point the manager said that even if I was playing on a coupon from 2011 I could NEVER collect if I played video poker at any point since that is a "restricted" game. The bonus rules are, apparently, in effect until you cash out (and you can only cash out if you only play on the allowed games). So I would be held to this even with a TWO YEAR OLD bonus.

2) The language of the rules states "Playing a prohibited or restricted game while using a no play no max bonus will void any winning generated as a resulting (sic) from the use of a no play no max bonus." Okay, simple enough. I didn't win on a prohibited game, though. I won on the SLOTS, which is what the bonus was valid on. In a previous posting on this site, the AceRevenue team responder says to a player "Unfortunately, you've played blackjack, war and roulette with that bonus which are not allowed games and winnings generated were earned by playing those games and not the allowed ones." Again, I ask, why am I denied when I didn't win playing those games, but the allowed games?

3) As a sidenote, customer service could not have been more rude. They typed at me in all caps (yelling, in essence), hung up on me twice and then tried to blame it on me ("I transferred you but you didn't answer." Huh? you hung up on me! the "if you'd like to make a call" message came on).

I read the rules, and believed I understood them. I even clarified them with the agent the first time I spoke to her about a bonus. Additionally, my computer screen clearly shows that I have over $6K of withdrawable funds. These rules are not clear; I understood, from reading them and clarifying with the agent, that any winnings on prohibited games could not be collected. I understood that and, thus, only played a bit of video poker (cheap video poker) for a break.

This is not ethical, nor would this language hold up in court in the US (I'm an attorney, so I'm sure of this). No "reasonable" person would be expected to understand that a coupon from 2011 would still be in effect. It's easy enough to put in the rules; something like "you can never play a prohibited game while using funds from a nr/nm bonus or all winnings generated during the use of the bonus will be voided. You must have a balance of zero or cash out before you can play restricted games or you will not be allowed to cash out any winnings, even those generated on allowed games." I'm writing this in anger, and at night, but you see my point. Unfortunately, these casinos cannot be held accountable because they are overseas. Fortunately, I can still warn any and every person I can reach to avoid this casino. I play at Bovado, frequently, which offers match play and I have never had an issue with a payout once I reach my playthrough requirements (which are clearly indicated). I will discontinue play at this casino and recommend others do so as well.

The really sad thing about all of this is that I have played a lot of money in silver oak, much more than what I'm asking for. If they had just said "oh, we can only give you $2000 right now and the rest later" odds are i would never have even collected it the rest. They didn't even try to work with me, and were rude on top of it. I'm very disappointed, very frustrated, and very angry.