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I used my weekly CB (cashback) provided by the casino and won $131

I won on February 18, 2024 and it was approved to be paid by a manager on February 22nd. It has since been denied claiming that I had multiple free bonuses. I will attach a copy of my account to show the sequence of events.

Dear graceella,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please post a screenshot of your bonus history here in this thread?
• When was the last time you deposited at this casino?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

here is a copy of my account as it appears on Silver Oak casino, there are no emails from Silver Oak on this matter. I found out when I asked via chat on the site for the status of my withdrawal and received another cashback offer today showing $20 in my account.

Mar. 05, 12:43 pm

Coupon MONTHLYCB redeemed

$20.00

Mar. 01, 02:36 pm

Free Spin Deposit approved

$5.00

Mar. 01, 02:36 pm

Free Spin Deposit requested

$5.00

Mar. 01, 02:36 pm

Coupon SILVERBEAR25 redeemed

Feb. 28, 05:20 pm

Free Spin Deposit approved

                                                                                                                                                                                                 $13.00

Feb. 28, 05:20 pm

Free Spin Deposit requested

$13.00

Feb. 28, 05:20 pm

Coupon SILVERBEAR65 redeemed

Feb. 25, 10:17 am

Coupon WEEKLYCB redeemed

$30.00

Feb. 24, 12:05 pm

Free Spin Deposit approved

$25.00

Feb. 24, 12:05 pm

Free Spin Deposit requested

$25.00

Feb. 24, 12:05 pm

Coupon ROBINHERO redeemed

$78.00

Feb. 24, 12:05 pm

DF-Master Card Deposit approved

$30.00

Feb. 24, 12:05 pm

DF-Master Card Deposit requested

$30.00

Feb. 22, 10:25 am

Manager Withdrawal approved

Requested 2024-02-22 10:25 am

$-131.15

Feb. 22, 10:25 am

Manager Withdrawal requested

$-131.15

Feb. 22, 10:25 am

Bitcoin Withdrawal denied

Requested 2024-02-19 12:14 pm

$131.00

Feb. 19, 12:14 pm

Bitcoin Withdrawal requested

$-131.00

Feb. 19, 12:03 pm

Bitcoin Withdrawal canceled

Requested 2024-02-18 11:27 am

$131.00

Feb. 18, 11:27 am

Bitcoin Withdrawal requested

$-131.00

Feb. 17, 01:33 am

Coupon FREECHIP denied

Feb. 14, 07:47 pm

Free Spin Deposit approved

$16.25

Feb. 14, 07:47 pm

Free Spin Deposit requested

$16.25

Feb. 14, 07:47 pm

Coupon SILVERKONG65 redeemed

Feb. 13, 11:20 am

Coupon OAK300 denied

Feb. 11, 02:34 pm

Coupon WEEKLYCB redeemed

$30.00

Feb. 08, 12:09 pm

Rewards Club Deposit approved

$10.00

Feb. 08, 12:09 pm

Rewards Club Deposit requested

$10.00

Feb. 07, 01:50 pm

Coupon 2050-LOYALTY redeemed

$24.00

Feb. 07, 01:30 pm

Coupon OAK300 denied

Feb. 07, 12:50 pm

Coupon WEDNESDAYWINS redeemed

$75.00

Feb. 07, 12:50 pm

DF-Master Card Deposit approved

$30.00

Feb. 07, 12:50 pm

DF-Master Card Deposit requested

$30.00

Feb. 07, 12:47 pm

Coupon OAK300 denied

thank you

Thank you for your reply, graceella. Could you please clarify when did you make the last successful deposit? Have you ever deposited without activating a bonus on top of it?

My last deposit of $30 was made on February 24 and I believe I have made deposits without using a coupon but I usually use a coupon.

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.

Due to the aforementioned reasons, this complaint will now be rejected. 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.