White Lion Casino - Pelaajan voitot on takavarikoitu 30%: n maksimipanossäännön vuoksi.

white lion bets gave me a 10 euro bonus. I rolled it up to 1000 euros and in the end the balance was 190 euros that I could have withdrawn. then I forward the withdrawal and after two days they tell me that I would have violated the casino terms by betting more than 30% of the balance. I have always played for amounts less than 1 euro per slot, 2 euro per bj. I'm tired of losing always and now even when I win. I had to choose another site in the window because this is missing from the options but I saw on your forum that in December you helped another user with my same problem. thank you in advance

white lion bets mi ha dato un bonus di 10 euro. L'ho rollato fino a 1000 euro ed alla fine il saldo ottenuto era di 190 euro che avrei potuto prelevare. quindi inoltro il prelievo e dopo due giorni mi dicono che avrei violato i termini del casinò scommettendo piu' del 30% del saldo. Io ho sempre giocato ad importi inferiori a 1 euro alle slot, 2 euro al bj. Sono stanco di perdere sempre e adesso anche quando vinco. Ho dovuto scegliere un altro sito nella finestra perchè questo manca tra le opzioni ma ho visto sul vostro forum che a dicembre avete aiutato un latro utente con il mio stesso problema. vi ringrazio in anticipo

Dear Vipintrip,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Firstly, please could you confirm that this is the casino’s website?: https://www.whitelioncasino.com/

Secondly, I would like to ask you to forward me a link of the specific bonus that you have played and any relevant communication between you and the casino. My email address is petronela.k@casino.guru. I would like to check promotional terms and conditions and what exactly you have been accused from. I believe we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes the link site is correct.

Si il sito del link è corretto.

We have switched the complaint to the correct casino. Please could you forward me a link of the bonus that you have played? Thank you very much.

Thank you very much Vipintrip for your quick reply. I will transfer now your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Vipintrip, 
Are you still in contact with the casino manager? Would you be so kind and send us a screenshot of your conversation or forward to us the email from White Lion Casino support, please? 

I found this in the Bonus T&Cs: The casino reserves the right to remove winnings and withhold withdrawals where irregular play is evident. Irregular play is defined by the casino as one of the following.  Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met. Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus. This max bet limit applies to all players even if no bonus is received, or if the Total Wager Requirement has been cleared.
I would really like to help you, but I would need a proof that you didn’t breach this term. This could be, for example, a screenshot of your gaming history. Is it possible for you to see your game history? If you do not have this option, you can try to ask the White Lion Casino support to send it to you. You can forward it here: yullia.k@casio.guru

Best regards, 

Juli

what the hell is that as a rule? then I can't pay € 100 and play them all at once because any winnings would be canceled and I would lose the 100 in any case? Are we joking ?

ma che diavolo di regola è? allora io non posso versare ad esempio 100€ e giocarli tutti in una volta perché mi verrebbero annullate eventuali vincite e perderei in qualunque caso i 100? Ma stiamo scherzando ?

Anyway I sent a video of the "game history" because it cannot be downloaded. I also saw on your forum that in December you solved an identical problem to another user who had canceled 6000 € of balance

Comunque Ho mandato un video della "game history" perché non si può scaricare. Inoltre ho visto sul vostro forum che a dicembre avete risolto un identico problema ad un altro utente a cui avevano cancellato 6000€ di saldo

We consider this rule to be unfair, especially when it is used against players as a reason to decline withdrawals. But not when it comes to bonus. Hopefully I will be able to help you. Could  you please, forward the video one more time? yullia.k@casino.guru

So since mine was a bonus I wouldn't be entitled to winnings? so what is the point of the bonuses if in the moment in which you win you cannot withdraw or even cancel you completely?

Quindi visto che il mio era un bonus non avrei diritto alle vincite? e allora che senso hanno i bonus se nel momento in cui si vince non si può prelevare o ti cancellano addittura tutto?

I apologize in advance, but unfortunately, it doesn’t show me attachments in your e-mail.  Maybe could you try to send me your game history to another e-mail? For example: yuliia.k@guruadmins.com 

maybe the file is too heavy. If you give me another address that is not an email I'll try again

forse il file è troppo pesante. Se mi dai un altro recapito che non sia una mail ci riprovo

You can forward it here: yuliia.k@guruadmins.com

I tried again. let me know if it has arrived this time

Ci ho riprovato. fammi sapere se stavolta è arrivato

Why aren't you answering me anymore? Is there no hope of having my money?

Perché non mi state rispondendo più? Non c’è speranza di avere i miei soldi?

Hi Vipintrip, 
First of all I would like to apologize.  
Unfortunately, I have not received your e-mail. Perhaps you could try to send me screenshots only?

I copied it and sent you an email with the file

l'ho copiata e ti ho inviato una mail con il file

Hello Vipintrip, 
Thank you very much for your quick reply. Well, I checked your game history. And now I have some questions. Did you receive the bonus on top of your real cash balance? Did you have any real cash balance in your casino account before you received the bonus? Looking forward to hearing from you.

I had no balance. They gave me the bonus and I played it

Non avevo saldo. Mi hanno dato il bonus e l’ho giocato

 I am afraid that if you won those €190 playing with the bonus and as I can see from your game history, you really placed a bet higher than 30% of the active bonus, there is nothing we can do for you. It is clearly stated in the casino’s Bonus T&Cs.  

You placed a bet of €4 and €8 on blackjack while playing with a bonus, and the maximum allowed bet in your case was €3.  And look what I found in casino's Bonus T&Cs:

 The following games are not eligible to play with the bonus and do not count towards wagering requirements: Blackjack in all forms, Roulette in all forms, and Poker in all forms.

I would really like to help you, but first I need to contact casino. Maybe they will try help you.  

Please note that we would like all casinos to technologically enforce the maximum bet rule, as we mention in our fair gambling codex (https://casino.guru/fair-gambling-codex-for-casinos#max-bets), but most casinos don’t do that yet.

Thank you for your understanding.

We will now try to get in touch with the casino and find more information case. 
Could you write your opinion on this situation?

Blackjack bets do not count towards wagering requirements, so theoretically the player did not break the rules.

bj and roulette were in the special bonus game section where there were all the games on which you could take advantage of the bonus. as for the bets of 4 and 8 euros if I remember correctly I had bet on several positions (which at the bj table were 3).

il bj e la roulette erano nella sezione apposita bonus game dove c'erano tutti i giochi su cui si poteva sfruttare il bonus. per quanto riguarda le puntate da 4 e 8 euro se non ricordo male avevo puntato su più postazioni (che al tavolo da bj erano 3).

are there any news?

ci Sono novità?

why are you no longer answering me?

come mai non mi state più rispondendo?

Dear Vipintrip

We read one more time White Lion Casino’s T&Cs carefully and in the Bonus T&Cs it’s written:

In order to withdraw winnings from a no deposit bonus, the player has to verify the account by depositing a minimum amount of €20 via credit card.

€70 can be cashed out (€50 in winnings plus €20 deposited). Any amount over the maximum cashout will be automatically removed upon cashout.  

So firstly, as you told me before, you get the 10€ free bonus. In this case the maximum amount you can withdraw is 50€.  

Secondly,  the casino’s  Bonus T&Cs clearly state that betting more than 30% while having an active bonus can lead to exaction of all wins. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses.  

I apologize, but I am rejecting your complaint, because you breached the casino's terms and in this case, there is nothing we can do. The only thing I can do for you now is to recommend you to be more careful in the future and if you don't understand any point of T&Cs or you aren't sure, please ask the support.

I hope you won't come across similar problems again.
Best regards, 

Juli

Thanks anyway. You've tried it at least

Grazie lo stesso. Ci avete provato almeno