Black Label Casino - Player's winnings confiscated due to alleged irregular play.

The sight withheld 840 winnings from what they termed irregular play. I cancelled a withdrawal of 170 to add to another win of 210 due to slow withdrawal process. they claimed I acted irregularly on 5 occasions with a 6 bet (off a 20 deposit). (their terms state that no more than 30% can be played in one go although this is not told at the time and as there is a conversion of pounds to dollars then euro's it is hard to see the amount) The winnings from these bets came to no more that 40. they took the whole lot. Before that they only honoured 700 of a 1200 win for the same reason.

'The support team' are unable to answer questions as they seem to work for multiple sights.

they are slow to respond to emails and looks like the un licensed sight never pay out the full or any ammounts won.

Dear lornasam,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings (here)?:

13. Betting rules 

You must bet according to the specific rules of the game you are playing.

We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

"Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit or bonus ( the smallest one among them) currently in play.

Using Martingale, double-up and similar systems and strategies.

"Total bets" is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the "spin" or "play" or equivalent button.

In cases where a bonus was received, additional betting rules may apply as defined by the General Bonus Terms & Conditions and Terms & Conditions of the specific bonus.

• Could you please advise if you activated any promotional offer when placing your last deposit?
• If there's any relevant communication, please forward it to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi. No I did not use any promotional offer. I could forward all emails between me and the site if required

Yes that is the rule they used.

I even started to add more in deposits to cover the rule.

It takes so long to process a withdrawal that I added a second win.

the staff there are all about taking legitimate wins off players.

I only use it as it is GameStop free.

Thank you very much, lornasam, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi lornasam,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Black Label Casino to join the conversation and contribute to the resolution of this complaint.

Hi. I have emailed them almost daily regarding this issue. They no longer engage with me.

the refusal to pay the money is a choice. They are using their discretion to not pay.

on a recent withdrawal they honoured 700 of a 1200 win so are able to choose not to pay. This is obviously a decision made not on a fixed and fast rule.

I am devastated that every time I think I have a decent win they pull the rug. I should have read the reviews before i played. This site is non traceable as far as where it is. The deposits I make are not in my bank statements as gambling. They change the account benefiting all the time.

highly irregular and also my gambling stop on my bank account does not identify it as a gambling site so allows the payment.

I realise this is on me but they need to pay out on a legitimate win.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for reaching out us. 

We would like to provide clarification on a matter involving a player's claim regarding missing funds and alleged irregular play.

Upon thorough investigation, we have identified that the player breached our maximum bet rule during the gaming sessions in question. 

The withdrawal request made by the player was for £380, and unfortunately, it had to be declined due to the player's engagement in irregular play. This decision aligns with our established policies and rules, which are designed to ensure fair and responsible gaming.

It is important to note that the player has never requested the claimed amount of £840. Our records clearly indicate that the player's withdrawal request was solely for £380.

We are committed to upholding a fair and transparent gaming environment for all our players.

Also we would like to mention that when the irregular bet is made, the whole gameplay is affected regardless the winnings come from the irregular bet or not. Also, the rules apply the deposit in play as well, not only promotional bonuses. 

Sharing our Terms and Conditions - https://www.blacklabelcasino.com/en/terms

The 840 comes from 500 on 1 occasion. They gave me 700 of a 1200 withdrawal. The second was 380. Total actually is 880. My error.

tjey also called me on another occasion to say they would honour a 235 even though I broke rules.

they will not pay out. They are a disgrace.

Hi all,

Thank you for your replies.

Dear Black Label Casino team,

We have repeatedly expressed our disapproval of the maximum bet rule for regular play and find it unfair. If a player is using their own money, their bets should not be limited in this manner. If the rule must be enforced, it should be done at a software level to prevent players from making higher bets. The player should receive full payment, otherwise, I'm afraid that the complaint will become unresolved.

Dear Peter 

 We appreciate your role as a mediator between our casino and the player, and I would like to provide some clarity on the matter of the discussion.

Our casino's Terms and Conditions are of utmost importance as they establish the rules and guidelines that govern the player's interactions and transactions within our platform. These terms are designed to ensure a fair and secure gaming environment for all participants.

In response to the concern raised about limiting bets, it's essential to clarify that our system does not operate in a way that allows for such restrictions. We rely on players to be familiar with and adhere to the Terms and Conditions, as they are explicitly outlined and communicated to them. 

We also make a concerted effort to verbally explain these rules to the player on multiple occasions during her last withdrawals and she was well aware of the rule and our system.

It's crucial to emphasize that the statements made by you regarding bet limitations do not align with industry standards. Our casino operates within the parameters set by our Terms and Conditions, and we cannot be compelled to act against these established rules.

If you require any further documentation or information to assist in your mediation efforts, please do not hesitate to contact us. We appreciate your understanding of our position and your dedication to facilitating a fair resolution.

Thank you Black Label Casino team for your reply. Unfortunately, as stated above, we can't accept your decision. We don't consider max bet for real money balance to be an industry standard since there are only several casinos in our database where such a rule is present.

Dear lornasam,

I'm afraid I won't be able to help you. I will mark the complaint as "unresolved" in our system. I will categorize the complaint as "unresolved" in our system. I realize that this may not be a satisfactory resolution to your problem. However, the impact of unresolved complaints on the rating may prompt the casino to reassess its approach. If the casino chooses to reconsider, we will re-open the complaint and notify you via email. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I can only recommend that you read reviews of casinos before registering to prevent encountering this type of issue. I am sorry I could not be of more help on this occasion.

Best regards,

Peter