The player from Italy had their winnings cancelled due to placing a single bet greater than 30% of the last deposit. We rejected the complaint because the player didn't respond to our messages and questions.
Black Label Casino - Player’s winnings have been cancelled.
Amount: €4,000
Black Label Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
the casino is black label casino, in the withdrawal phase of 4000 euros, I am asked for various documents all provided, two days from the date established, I receive an email where they notify me of the cancellation of the win for exceeding the stake 30%, the question and that according to them on a slot I would have bet 300 euros in reality on about 2000 spins the maximum bet in the history was 10 €. in addition to this by checking the slot together with other players the slot in question book of wizard does not allow bets over 25 euros, sent to support the considerations answer us that for them there is a violation of the bet that is impossible to make and they hold back all winnings, I would like to point out that at the time of the bet I had a balance of € 5995 which suggests the incorrect behavior of the casino, we are inquiring about a complaint against their curacao licensee through the postal police, what considerations you give me, thanks and good job
Automatic translation:
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2 years ago
Dear ANDRE2009309,
Thank you very much for submitting your complaint. 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."
Could you please advise if you have accumulated your winnings with or without an active bonus?
Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
I had already finished and concluded the bonus spins and I could already withdraw the winnings .... But the 30 percent rule .... does not apply to that slot ... because it cannot accept bets over 25 euros instead they have put an episode of 300 ... which for the system is impossible to play .... after several emails ... they invented that they granted them a stake of this amount ... but in all the rules read 3 times by my studio such legal offers are non-existent
..
The episode in question also the chronology shows 300 euros was 3 euros ... like all subsequent episodes .. so as a lawyer I deduce that it is a beautiful and good fraud ...
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2 years ago
Do I understand correctly that after completing your bonus wagering you haven't placed a withdrawal but continued playing? That was when you have allegedly breached the maximum bet rule? Have you purchased any bonus features while playing?
Could you please forward your game history in Excel format to petronela.k@casino.guru? Looking forward to hearing from you.
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2 years ago
Translation
Ok ... I have not placed the bet ... I am sending you the history ...
Automatic translation:
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