I know about reading Terms & Conditions but this is something that goes beyond my understanding.
I got a free chip from Silver Oak and played till i met the wagering requirements. I won several hundreds but was left with $100 which was the max. Ok, so far acceptable. (I checked Withdraw several times before this moment and indeed it said that i had not reached my playthrough so i couln't withdraw)
Then i played with the $100 and within a day i had over $1300. I spent another $100 and decided to withdraw the rest. This was not possible.
Went into a chat and i was told twice (by two different persons) that in order to withdraw, i first had to make a deposit. So i did! Then i couldn't deposit because of the requested documents. So i send them in and after they were approved made the withdrawal again and waited for a few days. When logging in to the casino several days later i found that all the money was gone except for the money i had to deposit.
Went into a chat again and was told that my money was gone BECAUSE I MADE A DEPOSIT?! Send an email to the manager and he replied that 'it is stricly forbidden for the chathost to say this and i probably misunderstood'
Well, i didn't misunderstood and this is definitely said by the hosts. So he wants prove! Now, i saved several chats but not all. (But don't tell me that casino's don't keep their own chatsessions?!!)
Well, i've had it. This is the first time i was 'punished' for making a deposit! (' ')
Below is a transcript of the last chat. The part that boggles me the most is:
Yes, because you needed to deposit in order to cash out but re-starting your balance not to take out this balance.
So, i was able to withdraw in the first place? Am i misled? I don't understand.
info: A site operator will be with you momentarily. info: Hi! Thank you for using our LiveChat Service. This is 'Laura'. Please verify your Email and Phone Number so that I can assist you. paulrx7: ********************************** Laura: Thank you for the information! How may I assist you? paulrx7: hi. you are probably not gonna help me because i'm in a conflict with your manager, but i will try anyway. paulrx7: i lost almost $1200 and the reason given was that this was because i made a deposit. paulrx7: but i was told twice in a chat that i could not withdraw UNTIL! i made a deposit. this was also not stated anywhere in the rules. the manager said this was strictly forbidden and wants prove. i recovered some of the chats from my history but not all, yet. paulrx7: i learned from Liveperson that chats can be kept for 13 months. so would you be able to help me? Laura: Thank you for holding. I will be with you in a few moments. Laura: Allow me to review your account. I'll be right back with you. Laura: Thank you for waiting! Laura: Your withdraw request was denied due to mixing funds which is not allowed per terms of the casino Laura: So, the Payout's department placed back a balance of $30.00 for you to try again paulrx7: i know, but like i said i was told otherwise in a chat. i was told to deposit in order to withdraw. i need that chatinfo. Laura: I am sorry for the delay. I will be right with you. Laura: One more moment. I apologize for the wait. Laura: Thank you for waiting! Laura: I believe that you misunderstood the information because your balance came from consecutive free chips and Laura: This is not allowed per terms of the casino Laura: In order to withdraw, you must use each free bonus in between deposits paulrx7: no, i didn't misunderstood. i was told to deposit! it's crazy anyway to lose your money when you make a deposit. the casino should be happy if a deposit, right? paulrx7: ok, so you won''t give me the chatinfo? paulrx7: then i have no other option then to put a warning message on all casino related sites! Laura: Yes, because you needed to deposit in order to cash out but re-starting your balance not to take out this balance paulrx7: ?????? what?? Laura: From the free chips Laura: Because you were not entitled to cash out from them Laura: Only from the deposit Laura: Is there anything else that I may assist you with? paulrx7: why were there playthrough requirements in the first place then, if i wann't able to withdraw anyway? Laura: I strongly recommend you to read our Terms and Conditions carefully and then contact us back if you have any question or concern.
Edited by paulrx7 (Tuesday, May 14, 2013 @ 17:38 GMT)
Joined: May '09
Age: 30 (M)
withdraw the money u deposited, there is a possobility it also might be under playthrough requirements, in case u got a deposit bonus. then report them to the authority issuing their license, they'll hopefully do something for you. and never use online chat system, support on online chat system >99% dont know wht they r talkin about. always use email to contact, bit slow but u get correct info and u have proof in case the site tries to screw u gl
Joined: Mar '09
Age: 39 (F)
I know that rule The one with consecutive free chips. If thats the case then they are right about it. In some casinos you cant redeem a second free chip in a row.. In others you can, but no matter what you cant cash out.Its exactly the same thing like fun money.
Joined: Sep '11
Location: Bosnia and Herzegovina
Age: 33 (M)
Hello! this is terms and conditions for Silver Oak Cassino
Terms and Conditions By playing at Silver Oak Casino (the “Casino” , you represent and warrant that you fully understand and agree to comply with these Terms and Conditions Silver Oak Casino is the trade name of the Company, and you obtain no rights to such terms, nor any other terms, graphics, text, concepts or methodologies, by using the Web site and the material contained therein. No Deposit Bonuses (Free Chips, Free Spins, Free Roll Slot Tournaments): Unless stated otherwise, all No Deposit Bonuses are subject to the following terms and conditions: The bonus amount must be wagered a minimum of 30 times; 60 times for All Allowed Table Games and Video Poker. Wagers placed in Roulette, Craps, Pai Gow Poker, Baccarat, War and Sic Bo are not allowed with any No Deposit Bonus (unless specifically stated otherwise) and do not count towards meeting the wagering requirements. The maximum withdrawal amount from any No Deposit bonus is twice the face value of the bonus. All free chips valued at or below $100 will come with a cash-out limit of no more than, nor less than, $100. 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. 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..
Joined: Mar '09
Age: 39 (F)
Yea you see form the terms that mirexx posted Its what i have told you. You cant redeem multiple free chips in a row. You need to make a deposit between each time. Ive learned that lesson way too long ago
Joined: May '08
Age: 51 (M)
Silver Oak is part of a casino group with less than stellar reputation, to say the least. So it is no surprise to run in problems there. But if you violated the terms of a promotion, there is not that much you can do.
Joined: Mar '09
Age: 39 (F)
Dont think that something will really change with such casinos. If they are going rogue from the beginning, they just conveniently pick their location to have the less possible, if not at all, problems with the law.
Joined: Jan '11
Location: United States
Age: 52 (M)
I know I went through hell just to be allowed to deposit on CARBON with the documents and I.D.s, etc. As far as this site goes I don't know if their just trying to give you a run around because they didn't make off of you or it's policy, but Good Luck!