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

Dear Li1979,

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

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

3.. "Irregular play" includes, inter alia:

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

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

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Li1979, please could you forward your game history from the bonus play together with a link to the specific bonus that you have redeemed and played? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

good morning Kristina,

thanks in advance for your time.

As I mentioned before, I didn't place bets above €5 as the casino accuses me of canceling my withdrawal request in the email.

I sent you an email, when you can please reply to me.

Once more, thank you,

Liliana Martinho

I checked the general bonus T&Cs and I found this:

"21. Shall you receive any bonus on your deposit you will be limited cash out twenty (20) times the deposit amount you have made to claim the bonus."

Do I understand correctly that you activated this bonus by €50 deposit?

Good Morning. Yes, the deposit made was in the amount of €50.

Thank you very much Li1979 for your reply. I will now transfer your complaint to my colleague Nick (nikolas.b@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 soon.

Hello Li1979,

I'm Nick and I'll be assisting you from now on. I would like to ask Black Label Casino to join us and help us resolve the player's issue.

Dear All,

Thank you for reaching out to us.

We would like to inform you that we have investigated Liliana’s complaint and we would like to share with you our findings:

Liliana has won during her time playing with us and submitted a withdrawal request for 1400 Euros on 2021-12-31.

On the 2022-01-06  email has been sent to Liliana, explaining the maximum amount available for cashout on her account is 100 Euros, however, after reviewing this matter again we found that there was an honest mistake and the maximum amount allowed for Liliana to withdraw is 500 Euros as specified in the Casino’s T&C:

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

"10. Withdrawals 

....

6. If a player's accumulated deposit amount does not exceed €200, the player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."

Kindly note that the source of Liliana’s winnings is deposit reference ID 398523 of 50 EUR and deposit-bonus reference ID 398529 of 200 EUR.

At the time that Liliana has submitted her withdrawal request, her total deposits in the casino were 185 Euros. That's why Liliana has entitled to cash out a total of 500 Euros. 

We would like to point out that the withdrawal of 100 Euros has been paid on 2022-01-06 and the rest of the funds (400 Euros) has been paid yesterday, we apologize for this inconvenience and for any delay that occurred while processing Liliana’s withdrawal.

As a guide, once the casino pays the withdrawals it goes through an intermediary bank(s) and it can take up to 5 business days or in some cases even longer, for the funds to be available in the recipient’s account. This processing time is out of the casino’s control – these are 3rd party timelines.

Kindly let us know once the funds have been received.

Regards,

Black Label Casino

Goodnight,

I inform you that I received from the black label casino €100 + €400.

I asked the casino by email to pay the remaining €500 as described in the terms and conditions of the 20x deposit casino, still without any response.

I am sorry for the behavior of this casino.

1st indicates that I placed bets above the stipulated amount; (game history showed that it did not correspond to reality)

2nd I will only be entitled to receive €100 with the bonus I received; (nothing described in the bonus received)

3rd I am only entitled to receive €500 (10x the deposit) because despite having deposits worth €200, they do not count the last deposit made after the withdrawal request.

The terms and conditions state "This maximum payout will also apply in cases where the player has made additional deposits which have been deemed in the Casino's sole discretion to exceed the accumulated deposit amount of €200."

As I do not accept that the casino interprets the last deposit at the discretion of exceeding the deposit amount, when I am asked for deposits to speed up the withdrawal process. I call this bad faith.

Efetuei the request for waiver and when the casino question on the delay time, do indicate that deposits. Information

So I did!

It is only after the deposit (which totals €215 of deposits) that the casino tells me to cancel my withdrawal request.

Information Information

I wait for the casino's response and I request your analysis and opinion please!

Compliments

LM

Dear Black Label Casino,

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Based on that, we agree with the player that the total winnings she should be able to withdraw is 1000€ (deposit 50€ x 20*limit for the bonus), meaning 500€ more. Looking forward to hearing from you.

Best regards,

Nick

Good morning,

I received an email from Mrs Lucia (black Label casino) with the indication that they will pay me the remaining 500€.

I'll let you know after payment of this amount.

Thank you in advance for all your availability and help!

Compliments

Liliana Martinho

Dears,

Hope this letter finds you well.

We would like to let you know that despite the fact that the casino is under no obligation to pay further funds from Liliana’s winnings;

The casino management had agreed to pay the remaining 500 euros as a goodwill gesture, so in total, Liliana will be receiving 1000 Euros from that withdrawal.

Please be advised that the funds will be paid within a reasonable time frame as speculated in the casinos T&C.

Kindly let us know once the funds have been received.

Regards,

Black Label Casino

Goodnight,

I inform you that I have already received the remaining €500.

You can close the complaint as resolved.

Once again thank you for your help.

Compliments

LM

I would like to thank Black Label casino for the cooperation as well as the player for turning to us for help. Please do not hesitate to contact us if you will come across any other trouble again in the future. The complaint will be now closed as resolved.

Best regards,

Nick