I gave the short version of my situation in my complaint. Unfortunately, I called in and asked about the rules when I played video poker the first time. I did not use live chat. if you have to get in touch with this casino, use live chat and then you have documentation of the ways you may have been misled. I'm posting the chat here that confirms some of the issues I've had, but please note that when I said I asked about the rules regarding video poker and the bonuses the first time and was not given all the information by the agent, the "manager" simply says "I understand." So, without proof, they just don't want to hear it.
Also, I completely dispute the claim that my account was at zero when I made the deposit. I play slots a lot, so my balance is never an even zero (many pay 2 or 3 cents odd). However, perhaps this is one of the exceptions they may or may not make. Initially, I was told my winnings would be voided because of "mixing funds", which is why I asked about that. I was then told that wasn't the issue, but the video poker was. I feel like they were looking for an excuse to deny it, and just chose whichever one was better for them.
info: A site operator will be with you momentarily.
info: Hi! Thank you for using our LiveChat Service. This is 'Mallory'. Please verify your Email and Phone Number so that I can assist you.
Mallory: Thank you for the information.
Mallory: How may I assist you today?
sugarbearnm: Hi. I spoke to Pauly last week about a withdrawal from my account and he said I should contact you again and ask for Mark in the withdrawal department. When i called and spoke to another manager he said there is no Mark in the withdrawal department. So, is there, or is there not, someone named mark that works there and handles withdrawal questions?
Mallory: Please allow me a moment
Mallory: As far as I can see from your account you were filing a complain to CDS
sugarbearnm: I haven't filed that yet. What I am trying to do is get a hold of the person I was told to forward my question to, who was named Mark. I wrote it down. I was told he might be able to help me, but when I called back I was told there IS no Mark. So I'm trying again to find out if there is a Mark or not.
Mallory: No there is not
sugarbearnm: So why did Pauly, a manager, tell me to contact Mark around 12 pm? He even gave me a time.
sugarbearnm: I don't want to file a complaint. i just want a fair hearing from someone in the casino.
Mallory: I thinkyou should contact Paulie again tomorrow
sugarbearnm: I need to speak to someone above Paulie. I was told there is no one above the two managers I've spoken with. I can't believe that this is true. They have to have supervisors. How can I speak to their supervisors?
Mallory: Let me contact my manager real quick
Mallory: Please allow me a moment
Andy: Good evening Shana
Andy: this is the casino manager on duty
Andy: How may i help you today?
sugarbearnm: Good evening. I assume I haven't spoken to you already? I spoke with Pauly and another manager on the phone but I didn't get his name.
Andy: Erick was his name
Andy: I can see clear notes from Erick in your account
sugarbearnm: Yes, thank you. Okay, so I'm assuming you've read my issue. I haven't had any real resolution, and I'm trying to reach this Mark person who Pauly told me to contact, but am now being told there is no Mark who works there. Is that correct?
Andy: Yes that is correct
Andy: Mark is the graveyard manager
Andy: Not directly working in payouts department
sugarbearnm: So who does work in the payouts department? Or, more specifically, if I am not satisfied with the help I am getting from this level, who can I speak to? I can revisit my complaint if you'd like.
Andy: I recommend you to deal with the payouts department
Andy: Or the CDS
Andy: You can email payouts department to payout[email protected]ilveroakcasino.com
Andy: or file your complaint through the CDS as you said the other day
sugarbearnm: Okay, but how do I contact the payouts department? I asked Erick the other day who I could speak to but he said he is the end of the line. I would prefer to speak on the phone or in chat rather than in email since I have been getting the runaround from your casino and will have no idea who is on the receiving end of the email. i would really prefer to negotiate this rather than filing a complaint. I never said I would file one, for the record (since it's been brought up twice). I only asked if that was my only recourse and was told that it is.
Mallory: I am sorry for the delay. I will be right with you.
Mallory: One more moment. I apologize for the wait.
Mallory: Thank you for holding. I will be with you in a few moments.
Andy: Sorry for the long wait
sugarbearnm: Thats okay
Andy: Unfortunately the withdrawals department handles issues only via email
Andy: and yes erick is the of the line
Andy: If we follow the casino rules, and the bonus rules, then your winnings are to be voided
Andy: and we will have to credit your deposit back in your account so you can start from scratch
Andy: that is what we usually do
sugarbearnm: Okay, I will try an email with them. I don't want anything done with my account until I have resolved the issue, which is what I told Erick the other day. In the meantime, before I contact them, may I clarify a few things with you just to ensure that I understand?
Andy: tell me
sugarbearnm: I was told that my winnings might be voided because I "mixed funds." I have searched your rules high and low and can't find anything about mixing funds. Can you explain what this means? So that I don't do it again?
Andy: I will check your account real quick
Andy: I got the game report
Andy: this all started on 2/16
Andy: you deposited 50$ on 2/16/2013 8:57:26 PM
Andy: got a bonus no restrictions for sltos and keno ONLY
Andy: then on 2/22/2013 11:21:23 AM you deposited another 50$
Andy: you processed this second deposit while having 15$ left from the previous deposit
Andy: so you started mixing funds there
Andy: then you deposited 100$ on 2/27/2013 4:55:34 PM
Andy: while having $66.39 from previous 2 deposits (mixed deposits)
Andy: on 3/6/2013 12:00:33 PM you depostied another 50$
Andy: while having $26.90 from the 3 previous deposit
Andy: You always redeemed a no playthroughj no max cash out for slots and keno ONLY
Andy: so that is the mixing funds
Andy: on the other hand
Andy: You were to play slots and keno ONLY all the time
Andy: and according to the game report
Andy: 50% of the total play was done on video poker
Andy: that is the other problem
sugarbearnm: Okay, so why did it start only on 2/16. That is not the only time I mixed funds, as I have been a customer since 2011 and have never had a zero balance that I can recall. At what point would mixing funds NOT be an issue?
Mallory: Thank you for holding. I will be with you in a few moments.
Andy: You have not only been mixing funds
Andy: but also playing not allowed games
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?
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
Andy: i found this
Andy: 5.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.
sugarbearnm: that is regarding another issue, not this one. This is not something I discussed. I just want to know where in the rules to find that so that I understand them and don't make a mistake.Okay, I saw that, but understood that it meant you can't collect multiple bonuses on the same deposit.
sugarbearnm: Okay, another question, one that i didn't ask Erick. You said my wagering was done 50% on video poker. Is this since 2/16 or since the life of the game, or my last deposit?
Andy: we have to consider all this as 1 deposit
Andy: since you are mixing funds
Andy: starting since 2/16
Andy: when the fdirst deposit was done
sugarbearnm: That wasn't my first deposit, though. I've never had a zero balance. Why is that considered my first deposit?
Andy: you had zero balance on 2/16
Andy: so we start counting from 2/16
Andy: to date
Andy: I recommend you to go through the CDS
Andy: as you can see this is very complicated
Andy: we are not able to make an exception due to mixing funds and playing not allowed games
sugarbearnm: Okay, I don't remember being at zero; I've always had a few cents in there at the very least, but okay. The deposit that I made for the $100 was made, I collected a deposit, and I won on slots only. After I won I played a few games of video poker, and then tried to collect my winnings, but was denied due to the fact that I played video poker after I played slots and won? Or the fact that I played video poker on an old deposit? Or both?
sugarbearnm: collected a bonus, sorry, not deposit
Andy: You were not allowed to play video poker at any point
sugarbearnm: So if I had never played any video poker ever, won that money on slots, and then played a few hands of video poker with money over and above the bonus(my own money) my winnings would be voided?
Andy: voided yes
Andy: you are not allowed to play video poker if you are using a slots and keno ONLY bonus
Andy: If you want to play table games, you are to play with your own money or another bonus
sugarbearnm: After I zero out my account, only, though, correct? Because there's no way for me to play with my own money or another bonus as long as I have an active bonus with money remaining?
Andy: You are welcome to contact support so we can check your account
Andy: before performing any new trnsaction
Andy: whether it is a free chip or a new deposit'
Andy: To avoid misunderstandings in the future
sugarbearnm: And there's no room for negotiation in this situation? I just have to accept my entire slots winnings as a loss because of this?
Andy: Unfortunately we have no other option
Andy: As I mentioned above, we might consider making an exception for you
Andy: But the problem here
Andy: and i think is the main problem
Andy: is that you played video poker with a bonus good for slots and keno ONLY
Andy: we might forget about the mixing funds
Andy: But unfortunately you played video poker
Andy: not much we can do about it
sugarbearnm: Okay, just two more questions. Why does the system lock me out on video poker when I first get a bonus and then it opens up later at some point? Even on no playthrough bonuses?
Andy: all bonuses are set with a 1X playthrouhg
Andy: for tournaments and some restricted games
Andy: once it is completed
Andy: all the balance
Andy: that is originally shown as bonus balance turns into withdarwalble balance
Andy: and that is when all the rest of the games are open
Andy: But it is totally up to the client to follow the rules
Andy: the rules of the bonus code you are selectiing
sugarbearnm: That goes to my second question which is why does it show a withdrawable amount when, in fact, it isn't withdrawable?
Andy: that is how the system works
Andy: As I said before it is totally up to the client to play by the rule
sugarbearnm: Okay, so it's up to me to remember to ensure that I'm not depositing on an old bonus, that I don't play anything other than slots only if I have any NR/NM bonus active (even if it's two years old), and how much money is withdrawable?
sugarbearnm: Okay, then, thank you for your time, Andy. I appreciate it.
Andy: unfortunately we can not monitor what you are doing
Andy: unless you come to us
Andy: but anyways
Andy: in case you have further questions
Andy: do not hesitate and contact us back
Andy: we are open 24/7
sugarbearnm: Well, I did come to you and call and ask your rep about that video poker question and was told I could play as soon as the lock was off and that it was fine with the rules. But I don't have a transcript of that, so no one wants to hear it. I'm sure there's a note in the file about that phone call.
sugarbearnm: I was told, when I brought it up, that I couldn't expect your reps to go over all the rules even though I specifically called and asked about them.
Andy: I udnerstand
Andy: Is there anything else that I can help you with?
sugarbearnm: No, that's it. Thank you.
info: Your chat transcript will be sent to comminstruct[email protected]msn.com at the end of your chat.
Andy: Thank you for visiting our Casino. Feel free to contact us at any time for further assistance