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

hello,

i gamble around 220 euro within the same day bue instead of making one deposit I did different ones. I managed to win 575 euro and now they declined the withdrawal because I broke the rules on gambling more than 30% oh the last deposit.

i was not aware of this rules plus surely spending over 200 euro and not being able to win 575 is truly unfair and dishonest.

Dear Dalnav,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your (here):

"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.

"Total bets" is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the "spin" or "play" or equivalent button.

In cases where a bonus was received, additional betting rules may apply as defined by the General Bonus Terms & Conditions and Terms & Conditions of the specific bonus."

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

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru, or, alternatively, post it here.

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

i always decline any bonus and apparently I used 30% of my deposit for a bet.

i was not aware of this rule.

plus I deposited over 200 euro within the same day.

so I don’t understand the situation.

i don’t have a strategy, I just bet randomly.

thanks

Thank you very much Dalnav for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi Dalnav,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Black Label Casino to the conversation to participate in the resolution of this complaint.

Hello All,

We understand that Dalila 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. Dalia'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 Dalila's case, the deposit in play is deposit ID 763700  of 30 Euros. Therefore, according to the Terms and Conditions of the Casino you are unable to bet more than or equal to 9 Euros.

According to Dalila's gameplay, she has made more than 800 over-bets between 9.05 Euros to 42.90 Euros on the game "French Roulette Classic" - this is the reason why your 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 30 Euros had been refunded back to Dalila's card.

The Casino understands Dalila'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 Dalila has been playing with the casino since 2020/11/21, and managed to submit successful withdrawals and cash out her winnings when she played accordingly to the agreed terms. 

Kind regards,

Black Label Casino

Dear black label,

First, I have used you casino for a few week back in 2020 and left.

I won only once and I remember that I was a 20 pounds bonus that you gave me.

And I'm sure I wager more than 30%

i made the mistake to reopen an account recently.

This rule makes no sense and if you really want to put that rule in place.

Obtain the software that can ensure that you unfair rules are complied with.

I deposited over 220 euros on the same date.

So don't belittle the amount that I spent in your casino.

I also wanted to add that the money never was refunded (30 pounds deposit).

Dear Black Label Casino team,

Casinos can, of course, form their own T&Cs and set their own rules for the gameplay. However, we find the maximum bet rule for regular play unfair and strongly disapprove of its enforcement. If a player plays with their own money, they shouldn't be limited this way. Secondly, if you want to enforce this rule, do it on a software level, and don't let players make higher bets. The player should get paid in full, otherwise, I'm afraid, the complaint will become unresolved.

Hello All,

It is critical to remember that the maximum betting rule is clearly stated in the casino's Terms & Conditions. Furthermore, our live-chat support is always accessible to help players with inquiries about betting regulations.

While we appreciate your viewpoint, we feel that judging the fairness of the maximum betting limit, or any regulation for that matter, is subjective and unjust without considering other elements such as Bonuses, Games Selection, Support Staff, and so on.

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.

Please be advised that the none lost deposit of 30 euros had been refunded and Dalila should be able to see the monies reflect in her bank account \ card statement within 14 business days. 

We mark this case closed and wish you the best of luck in your future.

Black Label Casino

Since you rules are not Applied all the time but probably whenever it fit your finance.

please refund me all the deposit done on that day. Around 220 euro

since I had no chance to win money.

and please provide the report of my only withdrawal accepted.

when your unfair rules were not applied.

Dear Black Label Casino team,

I'm afraid we can't accept your decision. As stated above, real money play can't be limited this way. The rule is predatory and far from transparent. The complaint will be unresolved which may affect the casino's rating.

Dear Dalnav,

Unfortunately, the casino doesn't seem to be willing to change its position on applying the rule above. I'm afraid we got to a dead end since the casino operates without a valid license and doesn't refer to any ADR service. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. If the casino changes its decision, we will reopen the complaint and you will be notified by email.  I wish I could be of more help.

Best regards,

Peter