Black Label Casino - Player’s winnings have been cancelled.

I have played on Black label casino for a few months now depositing around £2,000 I recently deposited £1,000 on the 1st Feb 2022 and won €5,000 on slots & live roulette which they have emailed me stating they cannot payout the full €5,000 due to me breaking terms and conditions...Placing total bets equal to or greater than 30% of the value of the deposit currently in play

they have offered me €1,000 as a good will gesture

I am in the process of speaking to a solicitor about this matter I have all the records of deposits bets transactions etc

I enjoy playing on this site but I don’t understand why they are not paying the full amount out. It’s not like I’m never going to use the casino again they’ll get it back over time.

I’d appreciate your assistance or any information on what to do from here on out...

Many thanks

Adam

Dear Adam,

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?

"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."

Could you please confirm that you haven’t activated any bonus when depositing funds into your account and advise how much was your last deposit?

Ideally, please forward your cashier/deposit history to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

All they sent me was an email stating betting rules 13 and to read over it myself.

I deposited €200 and my bet was €205 on live roulette no bonus’s were added or activated...i will send you over the history today

thanks

Adam

I’d like to put this as case resolved as the casino have paid me €1,500 as a good will gesture

Thank you very much, Adam, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@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.

Dear Adam,

Please let me ask you just to confirm, do I understand it correctly that you are satisfied with the outcome and you wish to close this complaint, even though the casino did not pay the original amount due in full?

Hello Adam!

We have not heard from you for a while. We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.