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

I won the grand jackpot of a little over $11,000 following all there rules. But once I submitted my first withdrawal of $2,000 (my weekly max). And as I continued to play all of a sudden said something like administrative something and my account was cleaned out and my with drawl was also gone.

Dear Clark321,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Silver Oak Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you completed account verification in the casino?
• Could you please specify which bonus you activated and played in the casino?
• Did the casino cite any terms and conditions as a justification for confiscating your winnings?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports) 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thanks for your email and your reply.

Do I understand correctly that due consecutive redemption of no-deposit bonuses the following rule of the casino applies? https://www.silveroakcasino.com/terms-conditions/

Rules

No Deposit Bonuses (Free Chips, Free Spins)

4.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 withdrawal the second No Deposit Bonus.

I had like $500 in my account before those free spins and on the free spins I got just a couple bucks your going to tell me that the free spins is what made me win. The free spins is max lines x1 so .25 why don’t you just take your free spin money back and give me my winnings. Or maybe your saying you have your slots rigged where you can’t win big unless you use a free chip cause then your only allowed $100 max. Cause it’s convenient I have never won on my acual deposits but get a free ship them playbacks. And for once in my life I got lucky but you’re not going to payout. Your crooks and I’m doing everything I can to shut you down at least make sure people know that you don’t pay out big wins

Did the $500 balance represent your winnings from a no-deposit bonus or a deposit bonus?

Could you please share your transaction history along with your bonus history? You should be able to find it in your casino profile menu.

If there is any communication relevant to the casino between you and casino support please share it as well. My email is tomas@casino.guru

This picture shows they took money out on the 14th for $60+ then I redeemed once for $24 and won the money I deserve to be paid

Did the casino justify its decision to confiscate the winnings?

If you contacted casino support and received any explanation, please forward it to my email at tomas@casino.guru

I have not got any explanation from the casino they just took it. Something quick popped up on my screen said like manager something then my screen flashed and all my money was gone

Thank you very much, Clark321, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Any word from the casino about my win?

Hello Clark321,

I'm Michal, and I have taken over your complaint. After examining your case and the screenshots you submitted, it appears that you have claimed several no-deposit bonuses consecutively without making a real money deposit in between. This situation aligns with the rules that my colleague Tomas previously mentioned. Nevertheless, I will reach out to the casino to explore any possible assistance I can provide.

We would like to invite Silver Oak Casino to join the conversation.

Dear Silver Oak Casino,

Can you please double-check if the disputed winnings originate from one of the no-deposit bonuses without a real money deposit between them?

Greetings all,

I had the opportunity to review the situation and unfortunately the terms and conditions of the casino only allow one free bonus between cash deposit/play sessions. In this case I counted 37 free chips consecutively since the last cash deposit into the player account. Apologies Clark321, but I'm afraid there is nothing I can do to assist in this case and you are not eligible for the $100 maximum cashout on the free chip in play at the time of the win.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Silver Oak

Thank you for the response and evidence Nick / Silver Oak Casino.

Dear Clark321,

We have received evidence from Silver Oak Casino that you have indeed claimed multiple no-deposit bonuses consecutively without a real-money deposit between them, which is in breach of the rules I have mentioned above as well as this rule which is again clearly stated in the casino T&Cs:

RULES

No Deposit Bonuses (Free Chips, Free Spins)

18. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru