LiliBet Casino JP - Player’s winnings were confiscated.

I received the initial deposit bonus and played at Rilibet, winning some money. While I was in the process of submitting my KYC documents, I was suddenly accused of violating the terms and conditions, and my winnings were confiscated.

The casino only mentioned a violation of the terms and conditions without giving any specific reason. I do not understand what caused this issue and I am not satisfied. I request mediation.

Dear jsbckdnsJ57,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered with the online casino.

To assist you more effectively and work towards a resolution, could you please provide more detailed information on the following points:

• The exact date and time when you received the initial deposit bonus and started playing.
• The amount of your initial deposit and the winnings that were confiscated.
• Any screenshots or email communications from the casino regarding the accusation of violating the terms and conditions.
• Detailed information about your interactions with the casino’s support team regarding this issue.
• Any specific terms and conditions you believe you may have been accused of violating or any explanations provided by the casino.

You can forward any relevant communication or documents to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I will send it by email. Thank you.

Additional comments and screenshots from the player:

Deposit date Start date and time of play

May 29, 2:49 PM

First deposit amount forfeited

500 7244

Hi jsbckdnsJ57,

Do I understand correctly that you were accused of beaching the following rule?

3.6 Prohibitions to prevent bonus abuse and fraud3.6.1

If we find any prohibited activity, or if we find that the player is misusing the bonus or not playing fair, we will disqualify them from participating in the promotion. In this case, we reserve the right to close the account and confiscate all funds in the wallet for any reason. (All bonuses and winnings obtained from participating in the promotion, including real money in the wallet, are subject to confiscation.) 3.6.2 The bonuses

in our campaigns may or may not be eligible for slots and live casino games depending on the bonus. Therefore, if you use a bonus that is not eligible for live casino games, the bonus consumption rate for each game will be 0%, and if you use a bonus that is eligible for live casino games, the bonus consumption rate for each game will be as follows. In addition, the bonuses in our campaigns may not be available for some slots and live casino games.

Yes, there was a manufacturer on the casino side.

Yes, that's what I received in an email from the casino.

Thank you very much, jsbckdnsJ57, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you jsbckdnsJ57 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LiliBet Casino JP for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter