LiliBet Casino JP - Player’s winnings confiscated, and account closed.

Approximately 10,000 dollars that I withdrew was confiscated, and only the deposit amount was returned.

I applied for a separated bonus, and even though I got high payouts on slots with the cash portion, the winnings were unjustly confiscated despite being unrelated to the bonus.

Here is the response I received from Lilbet:

Dear Customer,

We are writing to inform you regarding your account.

Regrettably, due to a violation of our terms and conditions, we have had to close your account.

The relevant term violated is 3.6, which can be found here: https://ja.lilibet.com/terms-conditions

In accordance with our general terms and conditions, we strictly enforce penalties for violations. Unfortunately, in this case, we had no choice but to confiscate the winnings and close the account. We appreciate your understanding.

Additionally, your deposit amount will be refunded.

We have retained only your deposit amount in your account, so please proceed with the withdrawal request for this amount.

Sorry for the inconvenience and thank you for your understanding.

Dear karakaranabe113,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LiliBet Casino JP.

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

• Could you please share a screenshot or a link to the specific bonus you activated and played?
• Do I understand correctly the real money and the bonus money portion of your balance was separated?
• Do I understand correctly that after activating the bonus you started playing slots, using the real money portion of your balance?
• You may share screenshots here, or submit the information to my email at tomas@casino.guru

I apologize but the translation from Japanese might not reflect the gambling vocabulary accurately, therefore I ask for your patience and understanding when I try to gather all the facts and establish the timeline of events.

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,

Tomas

https://ja.lilibet.com/promotions/api/details?id=2364

I used this promotion and threw it away.

Yes, it was separated and I withdrew using the cash portion. (In the slot within the terms and conditions)

Yes, after activating the bonus I started playing slots for real money.

I can't log into my account right now.

Thank you very much, karakaranabe113, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Hello karakaranabe113,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a LiliBet Casino JP representative to join this conversation and participate in resolving this complaint.

Dear LiliBet Casino JP,

Could you comment on this?

Thank you in advance for providing the information.

thank you

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello karakaranabe113,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not 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 decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kind regards,

Stefan, Casino.Guru