LiliBet Casino NO - Player's withdrawal is delayed due to bonus restrictions.

The background:

I used a free bonus (free spins / freebet) offered by the casino. I played through the bonus, I never won more than the maximum allowed payout. However, when I later requested a withdrawal, the casino refused to pay out more than NOK 5,000, claiming that I was still bound by the bonus restrictions – even on winnings generated after the bonus bet and free bet was settled.

My main objections:

1. Contradictory terms

I was later told by their chat support that in order to "reset" the bonus restrictions, I would have had to withdraw the entire remaining balance first, and then make a new deposit – essentially clearing the account of any "bonus money" before playing with real funds. This was never made clear to me in the terms or during the promotion. I believe the terms are contradictory and that the casino should take this criticism seriously and make the rules far more transparent.

2. Unreasonable application

The fact that a single free spin bonus can permanently cap future winnings – including winnings generated after and if own money on the account– seems completely unreasonable and unpredictable. In practice, this means that as long as there is any "bonus cents» left on the account, the cap applies indefinitely. I believe this does not align with the information that a reasonable user would expect when signing up for such a campaign.

3. My winnings from the campaigns themselves were never above the limit

The actual winnings I generated directly from the free spins / freebet were never higher than the maximum allowed payout. The only reason the total withdrawal is being capped is that the casino is retroactively applying the bonus cap to money I later won after bonus bets were finished . This feels like a trap, and I believe it's both unfair and potentially illegal under consumer protection laws.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LiliBet Casino NO.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you?
• How much was your player's balance immediately after the wagering of the bonus was completed? When did you complete the wagering requirements of the bonus, and what was your activity afterwards?
• Is your player's account verified?
• Have you made deposits in the casino?
• Could you please share with me your communication with the casino regarding the issue and any other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas