Black Label Casino - Player’s struggling to complete account verification.

I have been with this casino for a long time now i have deposited loads 500/600 pounds at a time and won a lot but they never let me withdraw saying i did not have right documents for verification so i bought id card now i win 700 pound and went to withdraw 600 verifiyed my accound eithy id then after all tjat they said i violated the rulrs and took the money and said they would not pay out this site i won 10000 on once but couldent withdraw so i just waisted it rather than leave it sat there stupid on my part i no but i did not no how to get help at that piont they have now stoped respondung after i said i would not leave it this time it was a free 5 pound bet not bonus thanks for any help

Dear leebrigshab,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seemed to be a problem in verifying your account? Were your winnings accumulated with or without an active bonus, please?

Do I understand correctly that you have played and lost all your winnings already?

Thank you in advance for your reply.

Best regards,

Petronela

I have verifyrd my account now no the winings i won yesterday was taken off me,i did not loose it i was talking about past experiances ive had witg them when i won 10000

I'm sorry but I do not understand. You suggested that you played and lost your previous winnings, is that correct?

My previous winings i could not withdraw they kept saying i needed to send id witch i already had so i ended up just using my winings as i couldent withdraw now my latist winings they asked me to verify again witch i did and as soon as they were verified they took tje 600 of me saying i violated the rules they just dont like paying out and mess u around and im fed up with it

Have you been advised which exact rule has been broken? If there is any relevant communication, please forward it to petronela.k@casino.guru.

Hi Lee,

Contacting you regarding declined withdrawal request,

As I checked your account your withdrawal was declined due to an irregular bet,

According to our T&C, the player's maximum win must not be more or equal to 30% of the bonus,

Since there was an irregular bet the finance team removed the winnings accordingly.

The casino holds the right to remove winnings from the player's account and decline withdrawal requests in such cases.

As for the reviews, I understand your concern and your point of view.

But let me tell you this: every casino has different reviews, and while in some forums reviews could be

bad, on others you might be surprised to find out that they are good reviews as well.

We have plenty of players who enjoy playing and winning with us daily, I’m pretty sure you can

be one of those players.

You just need to re-check betting rules and play accoridngly, so you can avoid misunderstandings in the future.

If you consider depositing again I can gladly add great promotional bonuses for you and if you are eager to try the games prior to

depositing, I would be glad to add some free spins for you to check out the games.

What do you say?

We're also available in live chat so kidnly contact us there if there will be any more questions, or simply reply this email

Best Regards

Oliver

Blacklable Casino

Dear Lee,

As part of our regular withdrawal review process, we noticed a breach of our terms and conditions. 

Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the  bonus  amount.

Proof of Breach:

timeround_idgame_namebet1/10/2023 3:07:04 PM1009166114268

Collapsed Castle Bonus Buy

21/10/2023 3:05:36 PM

1009166073320Collapsed Castle Bonus Buy

21/10/2023 3:05:12 PM

1009166062380

Collapsed Castle Bonus Buy

2

We have therefore canceled your withdrawal request and removed the winnings accordingly. 

Should you have any questions please contact our customer support via live chat on our site.

Thank you, leebrigshab, for the clarification. I understand now that you have been accused of breaking the maximum bet rule. Could you please advise how much was the rewarded bonus? Was it a free one or it was triggered by a deposit?

Dear leebrigshab,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi it was a free 5 pound bet I won 700 after playing through the free bet for hours thankyou

I see. Are you aware of placing any greater bets than £1,50? If you redeemed a £5 free bonus then your maximum bet allowed would be no greater than £1,50.

Dear leebrigshab,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No I did not no this at the time

If you believe that you didn't breach the maximum bet rule, please forward your game history to petronela.k@casino.guru at your earliest convenience. Thank you in advance.

Thank you, leebrigshab, for the game history. However, it is not complete as you mentioned as well. Could you please request the entire game history from the casino and forward it at your earliest convenience? Looking forward to hearing from you.

Just tryed to logbin and they have blocked my account fgs what is there problem

Hi Lee,

Thank you for the email,

Your request was sent to the relevant department.

Please be advised that the requested information will be sent to you within 30 days of the receipt of this email.

For additional details, please read the Privacy Policy of the casino.

Best Regards

Blacklable Casino

Thank you very much, leebrigshab, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 leebrigshab,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Black Label Casino to join the conversation.

Dear Black Label Casino,

Can you please provide more information regarding the max bet rule breach? Please forward the relevant evidence to me at michal.k@casino.guru

 Hello All,

We understand that Lee has made a complaint regarding the decision made by the Casino and the voided winnings owing to irregular play.

The Casino expects all potential players to read all the terms and conditions prior to their registration. Lee's winnings were voided for breaking the 30% Rule.

https://www.blacklabelcasino.com/en/bonus-terms-conditions

"blacklabelcasino reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, inter alia:

14.1. Placing single bets equal to or greater than 30% from the value of the Bonus, deposit or Comp Points value credited to the player account."

In Lee's case, the bonus in play is Free bonus ID 846771 of 5 Euros. Therefore, according to the Terms and Conditions of the Casino Lee is unable to bet more than or equal to 1.5 Euros.

According to Lee's gameplay, he has made more than 100 over-bets between 1.5 Euros to 117 Euros on the games: "Collapsed Castle Bonus Buy", "Golden Dragon Inferno", and "Big Heist" - this is the reason why her winnings were voided.

Lee's game history has been sent to Michal in a separate thread. 

Please be advised that we view "over-betting" as a violation of the service we provide, and an attempt to deal unfairly with us. If a player attempts that, confiscation of the winnings accrued is in order. 

It is imperative that all players comply with the terms and conditions that a player agrees to upon opening an account. Furthermore, we would like to emphasize the fact that Lee has been playing with the casino since the 4th of November 2020, we would like to believe he had enough time to get familiarized with the casino's T&C. 

Kind regards,

BlackLabel Casino

i did not no this at the time as i have said, i have spent a lot of money on your site and always played by the rules and infact never ever been alowed to withdraw any winnings for multiple reasons /1 id so bought photo id/then it was my card got a new card /then site under maintainnce /then i need my old card details so i can add new card witch i obviously did not have as i got a new one just goes on and on then i finaly get everthing sorted and verified within 5 mins of verifiying my id the money was taken from my account i sent the gaming history and deposit withdaw history and you can see no withdraws they all say canceled thats thousands of pound you kept from me

Thank you leebrigshab and BlackLabel Casino for your emails, I have received them successfully.

Dear leebrigshab,

After reviewing the game log from you and the casino, there really have been numerous bets placed by you that breached the max bet when playing with the bonus rule.

I can empathize with you that the max bet rule could be enforced by the system so that players did not unintentionally breach this rule, however, it is not yet the industry standard and in this particular case, we have to agree with the casino's decision.

As mentioned in the casino's bonus terms and conditions here:

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