Black Label Casino - Player's winnings have been confiscated.

Hi. I won 1490 euro on spins and after this I bet couple of times on roulette. My withdraw eas cancelled and they took my all winnings including spins because i bet more then 30% of my deposit. In TC state that they can take my winnings for irregular play not whole winnings. I tried to explain this but it is pointless.

I received this email from them

Dear Szymon,

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 deposit amount.

Proof of Breach:

timeround_idgame_namebet12/6/2022 12:05:58 PM638f3002b841441f4c4e3dc7Roulette 1

5012/6/2022 12:07:56 PM

638f3077b841441f4c4e4024Roulette 1

75

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

Your last deposit has now been reinstated and can be found in your casino balance

Anything we can do about it?

Regards

Szymon

Dear szymonsiwecki61,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the T&Cs, and I found this:

„3."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."

I would like to emphasize, that according to our Fair Gambling Codex, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum allowed bet during the bonus play.

Before we move forward with this complaint, could you please advise if you accumulated these winnings with or without an active bonus?

Looking forward to hearing from you.

Best regards,

Kristina

Hi

I won this without any bonus. Last deposit was 50 euro all together I did 500 euro deposit that night. When they cancelled my withrawal I received 150 euro back.

Regards

Szymon

Thank you very much, szymonsiwecki61, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Szymon!

From now on, I will take care of your complaint. In order to proceed, I'd like to invite representatives of Black Label Casino into this complaint to help us with resolving the issue.

Hello All,

We understand that Szymon 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. Szymon’s winnings were voided for breaking the 30% Rule.

".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."

https://www.blacklabelcasino.com/en/terms

In Szymon's case, the deposit in play is deposit ID 813325 of 100 Euros and deposit Ref ID 813359 of 50 EUR. Therefore, according to the Terms and Conditions of the Casino Szymon is unable to bet more than or equal to 45 Euros.

According to Szymon's gameplay, he has made more than 28 over-bets between 50 Euros to 75 Euros on the game "Roulette 1" - this is the reason why his winnings were voided.

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. Please be advised that the none lost deposit of 150 Euros had been returned back to Szymon's balance.

The Casino understands Szymon's frustration, but 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 Szymon has been playing with the casino since 2020/11/27, and managed to submit successful withdrawals and cash out his winnings when he played accordingly to the agreed terms. 

Kind regards,

Black Label Casino

Hi. What about deposits I made after these two (813325 and 813329). Im thinking about deposits made after these 2 but before playing roulette:

Id 813334 -50 euro

Id 813351 -100 euro

Id 813353 - 50 euro

Id 813354 - 50 euro

Id 813356 - 50 euro

Id 813359 - 50 euro

Like I said I made these deposits after these two mentioned above but before playing roulette when I broke rule of 30%. Why they are not in play?

Regards Szymon

Hi,

Sorry just spotted you mentioned deposit Ref ID 813325 and 813359 that they were in play not 813329. So my question what about deposits between these 2? Why all deposits I mentioned above are not in play?

Regards

Szymon

Dear Black Label Casino,

Could you please provide us with the player's deposit history together with the game history log? Please, send all the requested information to my email address: martin.d@casino.guru.

Thank you in advance.

Good morning Martin

Have You received deposit and game history from Black label casino?

Regards

Szymon

Dear Black Label Casino,

Thank you for providing us with the player's game history. After reviewing the documentation, we have noticed the following: all the bets made before the player managed to obtain his first winnings during this session were in compliance with your condition of maximum bet of 30% from the last deposit in play. Then the player applied for a few withdrawals which were also cancelled during the play, then followed by lesser amount applied for withdrawal. Up until the point where the player applied for the last withdrawal at 06/12/2022 11:47 all the winnings were obtained in accordance with your terms and conditions. Leaving us with £1 300 which was, according to the logic of your terms and conditions, won in proper way.

We also have acknowledged that the player broke this rule as it was described by you. Please note, that we see terms and conditions such as this to be unfair and we also penalize casinos in our reviews for having these rules. We see that there is not any rational reason to limit the size of the players' bet when they are using their own money to play.

With all that being said, our view on this situation is that the player should be payed at least £1 300 of his winnings, which indeed were obtained without breaking any of your terms and conditions. Our best recommendation would be to pay the player's winnings in whole.

Dear Martin,

While we appreciate your point of view, it is crucially important for you to understand and be aware that placing bets that exceed 30% of the deposit in play is forbidden at all times during the gameplay. 

The terms are stated clearly on the site. In spite of the fact that Szymon had submitted a withdrawal, he later canceled it and continued playing with the remainder of his funds, which are derived from the same 100 Euro deposit ID 813325, and thus, this action is too, considered to be irregular as speculated in the T&C:

"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."

In conclusion, It is the player's exclusive obligation to read the terms and conditions before enrolling on the site and determining whether or not this service is appropriate for them. In this case, the casino acted in accordance with the agreed terms and voided the winnings.

We mark this case as resolved and it will be closed accordingly. 

Regards,

Black Label Casino

Source of my play wasn't deposit but my played and withdraw after this so it was above 1000 uero. You do would you like to do to not give money a winners. Like Michael said you own me 1300 uero and this case innot cloced. My source of paying roulette was my deposits made before irregular play

Dear Szymon,

Unfortunately, it seems that the casino is hardly going to change their decision in this case, which forces us to close this complaint as unresolved.

As I have previously mentioned, we believe that such rules are not in accordance with general 'fair play'. Unfair rules are quite common occurrence in unlicensed casinos, exactly like in this case. Although, we haven't managed to persuade the casino to do the right thing this time and help you with your issue, regrettably speaking, I'd like to kindly recommend you to avoid similar casinos in your future. Please, do not hesitate to check out our casino list, as we always check the terms and conditions of the casino's when making these reviews, which is reflected in the ratings as well.

I will now close the complaint as ‘unresolved’, which will secure this casino's rating on the lower positions of our rating spectrum.

I sincerely hope you won’t come across a problem like this again.