The player from Germany had his promotional winnings capped. We rejected the complaint because the player didn't respond to our messages and questions.
Silver Oak Casino - Player’s bonus winnings have been reduced.
Amount: $21,299
Silver Oak Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
On October 26th, 2020 at 5:45 p.m., I won the jackpot of more than $ 21,000.00 in one slot.
The contribution was also assigned to my account (screenshot), on October 27th, 2020 at 00:09 am, during my further game to complete the sales criteria, $ 21299.00 was withdrawn from my account and booked as a withdrawal (screenshot).
My attempts to make a deposit (even before winning) in order to make a payout in the event of a win, I got a permanent ERROR message.
I immediately contacted support but only received a confirmation of my report.
Even if the entire amount cannot be paid out to me, it is even more incomprehensible to me that a "withdrawal", to whoever, in the amount of $ 21299.00 was carried out by the casino.
My guess is that an employee made the payment to himself or to a straw man.
I am available at "***@mail.de" (registration) for further information. I sent my details about my data and address directly to the casino in order not to generate long-term communication but to establish clear honesty in my view and customer activity.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have accumulated your winnings from a free/sign up bonus? I have checked the general bonus terms and conditions, and this is what I found https://www.silveroakcasino.com/terms-conditions/:
"Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time 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."
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.
Please understand, that completing wagering requirements doesn’t necessarily mean that your withdrawal is confirmed and will be processed. All the requested withdrawals are being checked manually and if you have redeemed any promotional offer, the entire bonus session is audited for any terms of use violations. Afterwards, all the winnings are adjusted according to a maximum cash out, and that’s what happened in your case.
Let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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