Black Label Casino - Player’s winnings were capped.

I deposit 30 euro and i win 2840.i send all my documents.call me manager in my phone and he told me only 300 euro can you withdraw.If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in case.in bonus terms it is nowhere to be found.this casino is big scam.

Dear psychedelicteo,

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

"6. If a player's accumulated deposit amount does not exceed €200, 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."

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 cash out from a bonus play. Please, could you clarify whether you accumulated your winnings with or without an active bonus?

Looking forward to hearing from you. Thank you in advance for your reply.

Best regards,

Kristina

Έκανα κατάθεση 30 ευρώ και πήρα μπόνους 300% συνολικά 210 ευρώ.το μπόνους θέλει x33 τζίρο.το μπόνους είναι sticky και στο περνούν πίσω.συνολικα κέρδισα 2648,μου πήραν τα 210 και έμειναν 2480.στους όρους και προϋποθέσεις του μπόνους δεν υπάρχει όρος ότι τα κέρδη σου είναι όσο η κατάθεση x10.επισης μου ζητάνε χαρτιά επαλήθευσης συνέχεια ενώ έχω στείλει όλα τα χαρτιά μου.εκανα με κάρτα τράπεζας κατάθεση και δεν έχουν στο μενού ανάληψη με κάρτα.εχω παίξει σε πολλά καζίνο.τοσο απατεώνες δεν έχω συναντήσει.

Μου ζήτησαν αντίγραφο κίνησης λογαριασμού και iban και δεν το δέχονται επειδή είναι στα ελληνικά.η τράπεζα μου δεν μπορεί να το στείλει σε άλλες γλώσσες .και τώρα δεν μου δίνουν ούτε τα 300 ευρώ.ενω τον λογαριασμό διεύθυνσης του σπιτιού δεν είχαν πρόβλημα που ήταν στα ελληνικά.ολα τα καζίνο τα έχω κάνει με επιτυχία της επαλήθευσης.

Thank you for your reply, psychedelicteo. Unfortunately, casinos can limit your winnings accumulated from playing with a bonus, this isn't anything unusual.

Do I understand correctly that the casino is now rejecting your documents? Could you please forward me any relevant communication between you and the casino? My email address is kristina.s@casino.guru, or alternatively, you can post it here.

Dear psychedelicteo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Γεια σας σας έχω στείλει εμαιλ.για αυτά που θέλετε.ζητανε τα χαρτιά σε άλλη γλώσσα και όχι ελληνικά.η τράπεζα δεν μπορεί να το κάνει αυτό.η τράπεζα μου έστειλε έγγραφο με την απόδειξη ότι ο λογαριασμός είναι δικός μου.επισης έχω κάνει κατάθεση με κάρτα και δεν μπορώ να κάνω ανάληψη.εχει μόνο bank transfer.εκανα ανάληψη μέσω τράπεζας 2480 και μου την βγάλανε.

Thank you very much psychedelicteo 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 psychedelicteo,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Black Label Casino to the conversation to participate in the resolution of this complaint.

Καλημέρα μου έστειλαν εμαιλ και γράφουν ότι μπορώ να κάνω ανάληψη και ότι τα χαρτιά είναι εντάξει έχω κάνει αίτηση για ανάληψη 300 αυτά που δικαιούμαι μετά από αφαίρεση υπολοίπου.την Παρασκευή περιμένω αν θα μπούνε στο λογαριασμό.θελει 5 ημέρες .

Dear All,

Thank you for reaching out to us.

We understand that Theodoros made a complaint due to the fact he was capped by max wins and the delay of the payout.

Please be advised that due to the fact that the player's total deposits in the casinos are less than 200 Euros, he is entitled to cash out ten times the amount of his last deposit.

As speculated on our T&C:

"10. Withdrawals 

1. If a player's accumulated deposit amount does not exceed €200, 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."

As for the documentation, we would like to let you know that some of the documents that have been received were in the Greek language and we couldn't verify those.

Once the player provided further documents to prove his identity, the verification process has been completed and the withdrawal essentially paid on the 28th of February.

We apologize for the delay that may have caused inconvenience.

That being said, the withdrawal is paid and funds should arrive on Theodoros's account within 5 business days, kindly update us once funds are received. 

Regards,

Black Label Casino

Αυτός ο κανόνας δεν υπάρχει στα μεγάλα καζίνο είναι όρος απάτη.δεν λέει κανένα καζίνο ότι πρέπει να κάνεις κατάθεση 200 ευρώ.αυτα τα λεφτά που κέρδισα τα κλέψατε.εχει ενημερωθη η εταιρεία που τα κέρδισα και μου τα πήρατε.να μάθετε να είστε δίκαιοι και όχι να κάνετε απάτες.χανεται κόσμο με αυτά που κάνετε.μακρυα από αυτό το καζίνο απάτη.

Hi all,

Thank you for your replies.

Dear psychedelicteo,

You are right that rules like this one can't be found in good casinos. We consider them to be very player-unfriendly and even predatory. That is why we would like to ask the casino to reconsider its decision to enforce this rule.

Hello All, 

We understand Theodoros's frustration, but the casino has made the decision to nullify the remainder of Theodoros's winnings, and that decision is definitive.

The Terms and Conditions are what Theodoros consented to upon registration, and it is critical that the participants be aware of them and follow them. Furthermore, we would like to point out that Theodoros received a deposit bonus of 300 percent on his deposit, which is also a source of his profits.

In conclusion, the casino behaved in accordance with its terms and conditions, and Theodoros' withdrawal with the maximum winnings of 300 Euros had already been paid.

Regards,

BlackLabel Casino

Dear Black Label Casino Team,

Thank you for your reply. Unfortunately, once again we can't accept your decision and the complaint will become unresolved. As mentioned before, the whole industry is evolving and you wouldn't be able to find such rules in top casinos. We, at casino.guru, are trying to push the industry towards fair gambling and help create a fair and user-friendly environment for players.

Dear psychedelicteo,

I'm afraid I can't persuade the casino to pay you your winnings. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. The complaint will become unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. 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