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

I won €700 they are saying I had a spin one game of £11.25 and said this was above the regulation and decided to not give me the winnings, and put €27 back into my account, a absolute joke, I only spin €1 euro never been on this game before and didn’t realise how much the spin was soon came off it, but now they won’t pay out

Dear sbrace1960,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify if you played with a bonus or not? If you activated any bonuses, please post a promotional link or promo code you used to activate the bonus here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have never had a bonus, since many years ago the had taken all the winnings then. And told me I was not intitled to the winnings as I had played with a bonus, a different time because I put a limit on my account again when I won the told me I was not untitled to it and had taken everything away, this time it says about this one spin, which is very deceiving there was no bonus no limit but they still insist I was doing this spin, that was over the limit, really don’t understand, but they always seam to find something when I have a big win

Thank you very much, sbrace1960, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 sbrace1960,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Black Label Casino to join the conversation and participate in the resolution of this complaint.

Dear Black Label Casino,

It seems that the decision to confiscate the player's winnings is based upon one bet that was in breach of the aforementioned condition, is that correct? Can you also confirm if this bet was a winning bet or a losing one?

Kind regards,

Adam

I’m sorry I can not even remember the bet, I think when I played on it, it was not clear how much a spin was, I’m sure I did not win on that spin, as soon as I spun and could see how much was taken I quickly came off it as I never spin large amounts, I did not know there was limits to each spin

Thank you for reaching out to us.

We had a chance to review your concerns and we would like to share with you the following:

According to our records, the player with Username: Silverfox123, Email address: sbrace1960@gmail.com had irregular play in her gameplay, aforementioned bet were indeed part of her gaming process.

As per our casino rules (https://www.blacklabelcasino.com/en/terms), it is a breach to place bets or buy Bonus Features that are equal to or more than 30% of the deposit or bonus in play.

The player started her gameplay with the deposit amount of 27.63 EUR ( Ref ID 966431)

The bet made with Reference IDs: 191000002 - EUR 11.27 on the game Book of Eye at the time 2023/11/28 23:45:46 

As mentioned, this comes under the breach of our T&C and was the reason of withdrawal rejection.

Also, we can declare with full responsibility that we have explained the case fully to the player and tried our best to assist her. 

Additionally, as for following your question regarding the bet: Yes, the bet (191000002 )was wining bet, however as per our rules once the irregular bet is made, the whole gameplay is affected, so that even if the irregular bet were losing bet, the gameplay is illegitimate.

I have not had a bonus off this site because of one case they stopped me from withdrawing and to get rid of the money I just done Random bets to get rid of the money, this time I could not make out how much the bet was, I do not remember winning, anything off this bet, but if I did it was very little, immediately I came off this game as I discovered it was a lot a spin, I never ever thought for one minute that I was breaching a rule of there’s, if I had claimed a bonus I know it was restricted as I happened previously, I found this quite upsetting to think I was playing and doing so well, I decided to withdraw this money to help with Christmas,, and could not believe it to be told that I was not getting it, this site seems to stop everyone to withdraw in one way or another, it’s just not clear, I also don’t like the fact it takes so long to withdraw, our money goes in instantly but takes at least 10- 12 days to be put into my bank account, they also phone you to say that you can play with the withdrawal money, trying to tempt people to play and loss, there just a site for excuses

I have asked for proof about the game I was to break the rules on live chat as I’ve had a look myself and it won’t let me see this this is what live chat said

Hello all, thank you for your responses.

Dear Black Label Casino,

According to our policies regarding fair gambling, we consider it to be very unfair to impose such limitations when a player is playing with their own money.

While we agree with the max bet rule for bonus use, we do not agree with applying the same rule to real money play. Considering this, and because only one bet was in breach of this rule, we believe the player should be paid their winnings in full.

Could the casino reconsider its approach in this case?

Kind regards,

Adam

On 2 occasions I was stopped from withdrawing because I had claimed a bonus, the other said I had put a limit on the account and I was not aloud to withdraw the whole amount, because of the limit, I then decided to take off the limit, so if I did win a good amount I could withdraw without any problem, but now this has happened, there’s always something, it’s just not fair when you play with your own money, if I’m not allowed to play a game above the 30% amount then it should not spin, there’s always something wrong

I have never had a problem with any other casino sites or bingo site, that I use, it’s only this one Black label casino

Dear sbrace1960,

Unfortunately, I am afraid if the casino wishes to maintain its position in this case, there is nothing further that can be achieved.

While we agree that a casino has the right to set its own terms and conditions, we disagree with implementing such terms which are unfair to players. Additionally, as there is only one bet out of all of the bets made that is in breach of this rule, we believe that it could be a genuine mistake in this case, and the situation could be approached differently.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. Unfortunately, the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam