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

So I have a complaint with Silveroak Casino

They gave me a $200 chip bonus in September which I beat their play through requirements, my balance was left with $230 then I played and lost some money down to $80,

Fast forward a month and they give me another $200 with a different bonus name, I beat their playthrough requirements and now I am sitting on $208.88 including the $10 verification through btc,

So I get told that the casino will reject the payment because of using multiple free chips,

I did not ask for these chips it was handed to me on a silver platter and I beat their system,

Please can you assist with this query because this seems rather unfair

I beat their first bonus and their second bonus and was left with the option to withdraw my funds and now it's a problem when I want to withdraw my money.

Dear Alfozaan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the general T&Cs and I found this:

"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."

Please note that the vast majority of online casinos prohibit players from activating multiple free bonuses consecutively. In an ideal world, this would be enforced on a software level, however, as of now, as long as the casino states this clearly in its T&Cs, we cannot penalize the casino for confiscating your winnings, nor we are in a position to force the casino to return you the winnings. Therefore, we believe that the casino denied your winnings in compliance with their terms.

I can only recommend that you always check the bonus T&Cs before you activate any offer and keep in mind that casinos usually do not allow this type of bonus use.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Best regards,

Kristina

Good Day Kristina

I competely understand your reply,

My only confusion then is why would the casino give me another $200 free chip knowing very well that it would redeemed by nature we human and we would obviously opt to redeem this free chip a second time around,

It would seem as if this would be setting customers up for a trap, simply so that the casino does not need to pay out the winnings,

I get that there are terms and conditions in place which not many people would take the time to read through but the least the casino could have done is to allow at least the first free chip to be paid out,

I really don't mind depositing more money into the casino and carry on playing but what's going to be the next step? Will they now call it mixing funds and then still end up not paying out if I end up winning more money,

What is the steps forward now do I have to deposit more money keep on playing and then withdraw,

Your response would be appreciated

Kind regards

Alphonso

Thank you for your reply, Alfozaan. Unfortunately, promotion emails and other bonus offers are usually being sent to all players. Casinos typically do not verify the eligibility of all active players for a bonus before offering it as it would be difficult if not impossible. Hence, players should be aware of the bonus rules prior to activating it.

Regarding the mixed funds, we usually consider such rules and practices in general as unfair, however, if you do not have any remaining balance or active bonuses at the moment, I believe it should be safe to make a raw deposit.

Since the casino confiscated your winnings in compliance with their bonus terms, I am forced to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.