Black Label Casino - Player's deposit has been lost.

I sent in a deposit to someone claiming to be a distributor for Black Label Casino. They actually created the Ultra Monster account but after receiving my deposit via cashapp, they said they would load me in a minute but then never came back or replied again.

Dear Lisa,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. I am afraid that you have fallen victim to fraud and there is no way we could help you return your deposit. This is not how online casinos operate and this is definitely not a way how to make a deposit to a casino.

Unfortunately, we are not able to help here, since this is not the casino's mistake. I can only recommend that you always create a new account yourself via the registration form and deposit via options available in the casino account.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint.

Thank you for understanding.

Best regards,

Kristina

Dear Lisa,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Thank you for your reply and also extending the time so that I could respond. I appreciate that. I didn't think you would be able to do anything but I wanted to inform you so you were aware that someone was using the name of your establishment. I have fallen victim once before but what made this different was the fact that an account was actually created which tells me this person has access to the Ultra Monster software with log in information. I felt it important to tell you incase you had employees or former employees with log in information still activated that are capable of scamming.

I would want to know.

Again, thank you for your time and your professionalism in your reply. That speaks volumes of you as a person and reflects highly of the quality of your casino.

Have a positively memorable day!

Lisa

Thank you for your reply, Lisa. First, I would like to clarify that I don't work for the Black Label Casino, but for Casino.guru which is an independent online casino database that acts as a mediator resolving players’ disputes. 

I would like to point out, that the person who did this doesn't necessarily have to be a casino employee since a basic account can be created in your name by anyone, who knows enough about you. It would be close to impossible to prove that this was set by the casino.

I can only recommend that you be more careful in the future and do not let anyone else create accounts in your name. Also, never send your hard-earned money to a random person on the internet. If you would like to play in a casino, always create the account yourself and make deposits via available payment methods.

Unfortunately, we are not able to help you further with this case and I am forced to reject it. 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.