Silver Oak Casino - Player’s winnings have been cancelled.

I made $ 1500 with a no deposit bonus, but the entire amount was forfeited.

Dear makino,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.silveroakcasino.com/promotions/no-deposit-bonus/:

"In order to cash out any winnings made from your no deposit bonus code, you must meet certain playthrough requirements. Silver Oak’s no deposit bonus is subject to 30x playthrough (60x for blackjack or video poker) and a $100 max cash out.

So once you’ve met the playthrough requirements, you can cash out that $100 in real money. Then you’re really getting a free $100 – plus you got to take some really exciting casino games for a spin in the process."

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.

Could you please advise if you received any explanation of why your winnings have been cancelled completely?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, makino, for your reply. Could you please advise if you have received your winnings? Please understand that you won't be entitled to cash out more than $100 which is the maximum clearly displayed in the bonus terms.

I haven't received any prizes yet.

I understand that you can't cash more than $ 100.

Thank you very much, makino, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Makino.

It looks like you completed the wagering requirements of the coupon code. The casino deleted the exceeded amount from the code ($1400), and you should be able to cash out the remaining $100.

Do you have an active withdrawal of $100, or do you have a $100 remaining balance in your account?

I just checked, but I don't have $ 100 in my account balance.

As you can see in the picture, there is only $ 0.5.

I would like to invite the casino representative into the case. Please explain to us what's happened with the missing $100 from Makino's account.

At that time, I was playing the Epic Holiday Party.

After a while, I won the Major jackpot $ 1500.

I continued to play after that, but suddenly I ran out of money.

Looking at the history, all the funds were confiscated.

Greetings all,

As the agent mentioned in your screenshot Makino you experienced what is called a "coupon reversal". This is when the system detects you are playing with a bonus with a specific max cashout and automatically removes the non-cashable funds on completion of your playthrough requirement leaving you with the amount which is now eligible for withdrawal.

The system did indeed remove the non-cashable balance of $1528.60 leaving you with your $100 win still in your balance. You then played that win down to $0, unfortunately all of the withdrawable funds are now gone.

I wish there was more I could do for you in this situation but the funds are no longer in your account thus not available for withdrawal.

I hope this clarifies things a bit.

Best wishes,

Nick and Silver Oak

Dear Makino, could you please confirm that you used and lost the $100 remaining from your winnings?

There was no recognition of using the remaining $ 100 prize.

Nick , can you please provide us the player's game log?

He believe, that he not used the $100 remaining balance.

Hey Matej,

I submitted the documentation to you on Monday, have you had a chance to review it?

Best,

Nick and Silver Oak

Dear Makino.

From the casino logs, it is clear that they left $100 on your account.

Could you please, one more time, check your game history?

If it is possible, please take a screenshot.

From everyone's opinion, I understand that I have a fault.

I had a dream that I couldn't make money at the casino and take my family on a trip.

Already fine.

Thank you very much.

We are closing the complaint based on the last Makino's post.

Thank you for using the Casino Guru complaint resolution center.