Black Label Casino - The player's winnings were canceled.

Blackabel.sent.me.5euro.bonus.turned.it.into.100.euros.decided.to.withdraw.all.they.sent.email.to.me.aggreing.asked.for.id.bank.statement.photo.passport.ibn.etc.

checked.on.the.site.said.my.withdraw.cancelled.cos.i.broke.rules??/confused

Hello Sally777,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Black Label Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you ever deposit into the casino? Did the casino specify which term did you breach? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

£20.x2.deposits.

whats.the.point.giving.cash.bonuses.if.when.you.use.them.and.win.you.cant.withdraw.

quick.to.take....................?

PS.

Sent.verification.Twice.just.in.case.before.being.asked

As.for.rules.how.do.i.break.rules...........just.by.playing.winning.and.withdrawing??

This.is,after.they.congratulated.me,on.the.win

Hello Sally777,

Do I understand it correctly that the verification process of your account is currently ongoing? Do you still have any balance on your casino account? Did they specify which term did you breach?

Broke.max.withdraw.or.something.like.that.not.sure.

when.i.deposited.it.was.in.euros.as.sterling.would.cost.three.pounds.plus.each.twenty.pounds.deposit.just.checked.on.there.transaction.page.for.my.acc.it.shows.two.seperate.deposits.£20.euros

withdraw.by.wire.transfer.dont.get.it.

deposited.by.visa.debit.why.not.same.process.to.withdraw.?????

anyway.after.first.saying.well.done.and.asking.for.id.which.i.sent.twice.just.to.be.sure.

they.cancelled.the.100euro.win

regards

David

ps.bottom.line.not.going.to.get.my.winnings.from.them.grrrrr

BLACKLABEL.HAS.ADDED.A.5CASH.CHIP.TO.MY.ACC.

WHY??

Thank you for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Sally777,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Black Label Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Black Label Casino,

Could you please state the reason why the player's withdrawal was denied and what is the reason for winnings confiscation? Has the casino's Terms and Conditions or Bonus Terms and Conditions been violated? Can you please clarify the player's situation in more detail?

Thank you in advance for providing the information.

Dear.Branislav,

Call.me.nieve,but.on.betting.sotes.if.a.company.give.you.a.free.chip,and.you.turn.that.chip.into.winnings.then.there.should.be.no.problem.

OBVIOUSLY.not.the.case.with.blacklabel.

regardsSally777

Hello,

We understand that David has made a complaint regarding the decision made by the Casino to void David's winnings owing to irregular play.

Be aware that the Casino expects all players to read all the terms and conditions prior to their registration to make sure the rules fit them. 

Please be advised that David's winnings were voided for breaking the 30% Rule.

https://www.blacklabelcasino.com/en/bonus-terms-conditions

"14.1. Placing single bets equal to or greater than 30% from the value of the Bonus, deposit or Comp Points value credited to the player account."

In this case, the bonus at stake is a 5 Euro cashback bonus with reference ID 607273. According to the Casino's Terms and Conditions, David is not permitted to wager more than or equivalent to 1.5 Euros.

According to David's gameplay, he made more than 20 over-bets ranging from 5 to 20 Euros on the game "European Blackjack," which resulted in his earnings being invalidated.

Please be aware that we consider "over-betting" to be a breach of the service we provide and an effort to treat us unjustly. If a player tries to do so, the winnings will be confiscated.

Given the preceding, the casino elected to void the player's winnings due to irregular play - in accordance with its terms and conditions.

This case is now titled closed.

Regards,

BlackLabel Casino

2022.AWARD,FOR.RIP.OFF.MERCHANTS.............ANY.ONE.READING.THIS.DO.NOT.GET.INVOVED.WITH.BLACK.LABEL.BETTING.............A.CON

Thank you, BlackLabel Casino, for your response and the explanation. Now it is clear.

Dear Sally777,

Can you please confirm that you used the above-mentioned cashback bonus offer, and made higher than €1,50 stakes with it?

ALL.i.know.is.they.sent.me.5.euros.i.wagered.the.5.euros.on.black.jack.withdrew.the.100.i.won.

why.should.i.muck.around.with.wagering.smaller.amounts.

d

Branislav.black.label.added.yet.another5.free.chip.what.is.going.on.with.them.getting.fed.up.with.this.either.they.pay.me.the.100.or.ido.not.want.anymore.contact.from.them.

regards

DAVID

Because we are talking about a bonus (free money) given by the casino to a player on top of their deposit(s). The casino has the right to set the rules for this free money as they please, and we accept that if the rules are consistent with our Fair Gambling Codex. The maximum bet rule while playing with the active bonus meets the conditions of our Fair Gambling Codex. Please see more details HERE.

So, can you please confirm you exceeded the maximum allowed bet while playing with the active bonus?

Once we have cleared this up, we can then look at your question regarding providing bonuses.

Dear Sally777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

OK.the.bonus.was.5euros.iplayed.that5.euros.on.one,bet

Dear Sally777,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's Bonus Terms and Conditions - exceeding the maximum bet amount limit during playing with bonus money. The winnings have been obtained illegitimately.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Black Label Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru