The player from Germany had his winnings of 1970 euros confiscated citing bonus abuse. His withdrawal was cancelled, and he was refunded the initial deposit of 200 euros. He claims to have adhered to all bonus conditions.
Black Lion Casino - Player's winnings confiscated due to bonus abuse claims.
Amount: €1,770
Black Lion Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Translation
About a week ago, I deposited 200 euros with a 75 percent bonus at the Blacklion Casino.
This bonus I was able to locate and activate in the cashier section.
After wagering the bonus, I was able to request a withdrawal of 1970 euros.
Yesterday, I received the following email:
Dear Jorg,
I hope this message finds you well.
We regret to inform you that your winnings have been forfeited due to detected bonus abuse in your account. Upon careful review of your gaming activities, we found that bonuses were activated in an incorrect order, violating our terms and conditions. This action is considered a breach of our terms and constitutes bonus abuse.
As a result, your playing privileges have been suspended, and your winnings have been forfeited. However, your balance has been returned to your account.
We take bonus abuse seriously to ensure fairness and integrity for all players. If you have any questions or would like to discuss this matter further, please don't hesitate to contact our support team.
Thank you for your understanding.
Best regards,
Black Lion Casino.
My withdrawal was cancelled and I received a refund of my 200 euro deposit.
I don't understand the casino's decision.
I adhered to all the bonus conditions.
I am fully verified and this was not my first withdrawal
Automatic translation:
Public
Public
8 months ago
Dear fowi30,
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. Do I understand correctly that the refund has already been processed?
Did the casino provide any further details regarding the bonus abuse? 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
Public
Public
8 months ago
Translation
I received my 200 euro deposit back and the winnings of 1970 euros were canceled.
These 200 euros are still in my casino account.
The casino has not provided any further details regarding bonus abuse
Automatic translation:
Public
Public
8 months ago
Thank you very much, fowi30, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
Public
Public
8 months ago
Hello, fowi30,
I will contact the casino and try my best to resolve the issue as soon as possible.
Dear Black Lion Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why have the user's disputed winnings been confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
Can you also clarify the part stating that bonuses were activated in an incorrect order? If he claimed the bonus(es) in his cashier, where it was available like this, how did he breach the rules or why does the casino allow it like that if it later confiscates winnings for that and considers it a violation?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Public
Public
8 months ago
Dear fowi30,
Just letting you know that there is an ongoing communication between me and the casino outside of the thread, and I am waiting for additional details.
Once I have any news or an update, I will inform you or the casino will reply directly here.
Thank you for your patience and understanding.
Public
Public
8 months ago
Dear fowi30,
After gathering all the necessary information, we are closing this complaint as unjustified.
The casino's Welcome Bonus offer and its conditions and order of the particular deposit bonuses are clearly available to all the players publicly on the casino website. In addition, they are claimable by using bonus codes shown in the same action, with an additional note about the order of the bonuses and a link to bonus terms.
Although it is not 100% user-friendly that the casino's system allows claiming bonus codes like this, it does not make sense to do it, and it is clearly described and explained in the same section as the codes are placed. Also, considering the particular bonuses, you gained an unfair advantage by using the third (better conditions) with the first deposit, so you should not have been allowed to use the second deposit bonus, from which you won.
Since your deposit was returned to you, the casino has no further obligations towards you.
The casino acted correctly and in accordance with its terms and conditions. We accept its decision.
I am 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 Lion Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
