LiliBet Casino - Player's winnings are being confiscated.

I am writing regarding Lilibet Casino and the withholding of my legitimate winnings and the inappropriate actions taken against me following the completion of all the repeted verification processes stepts.

On August 29th, I made a deposit using cryptocurrency USDT (TRC20) to Lilibet Casino and played the game Wanted Dead or Alive. After securing a win, I followed the required verification procedures and submitted all requested documents requeste on the website. Shortly after, the casino requested additional verification steps, including a live verification via a secure link. I complied with this request and completed the live verification twice. Despite this, the casino continued to delay my withdrawal, requesting more documents, including proof of income, which I provided promptly.

Following these steps, I received confirmation that my account was fully verified. I proceeded to request a withdrawal of €2,000 via cryptocurrency (USDT TRC20), the same method I used for my deposit. However, this request was canceled, and I was informed that I could no longer withdraw funds via cryptocurrency and must use a bank account instead. I tried to reason with the casino but they refused to allow me to withdraw my winnings via crypto. Although I did not find this change necessary, I complied and submitted a withdrawal request via bank account.

To my surprise, rather than processing the withdrawal, the casino requested yet another spet in the verification process, this time scheduled video call verification, despite confirming that my account was already fully verified. During the video call, I answered all questions posed, though I was unable to recall my mother’s maiden name which was the security question I set when creating the account as I was in a rush. Furthermore, the casino accused me of engaging in improper activities, such as playing the game Wanted Dead or Alive, which they claimed violated their terms. This accusation seems baseless, as the game is available on their platform. Also they claimes that I payed several other games available n their website whitch was not true. Additionally, I was questioned about using multiple email addresses, which is untrue, as I have only used my primary email address. I was also questioned for replying in English, which I assumed was appropriate given the international nature of the casino.

Following the video call, I received an email stating that all of my winnings would be confiscated, with the justification that I had violated several terms and conditions. I carefully reviewed the clauses referenced in the email, and I strongly disagree with the accusations made against me:

Clause 2.2.1: I have provided accurate personal information throughout the account registration and verification processes. I submitted all requested documents, including additional ones when asked, and even complied with the video verification.

Clause 2.2.2: My account was closed without a clear or valid explanation. I believe I am entitled to a transparent reason, given that I followed all of the casino’s rules and procedures.

Clause 3.5.3: While I understand that withdrawals are subject to review, I have not engaged in any suspicious activity or violated any terms of fair play. There is no evidence to substantiate the casino’s claims.

Clause 2.2.4: I strongly deny any involvement in fraudulent activity or rule violations. My gameplay has been fair, and I have adhered to the casino’s terms and conditions.

Giving the above, I believe the casino is engaging in unfair practices with the purpose to withholding my winnings without a proper justification. The repeated verification requests and vague accusations seem to be a deliberate attempt to deny my rightful winings. This situation has caused me significant frustration and distress.

I kindly request your intervention in this matter to ensure that Lilibet Casino processes my withdrawal promptly. I am more than willing to provide any additional information or documentation required to resolve this dispute.

Thank you for your attention to this matter. I look forward to your timely response.

Dear SWAuroraaa24,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are facing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify the exact date when you registered at LiliBet Casino?

How many deposits have you made at the casino, and was the 257 EUR deposit sent in one transaction or in smaller amounts?

Additionally, could you kindly confirm that all the personal information you provided in your casino profile matches the details on your identity documents? Are you also the sole owner of all the payment methods used in the casino?

Have you used any VPN or IP-masking software to access the casino website?

Lastly, did you accumulate your winnings using a bonus? If so, could you please forward me the link to the bonus you used or send a screenshot of the bonus along with its Terms and Conditions?

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

Best regards

Veronika

Hello! The date was 29/08/2024 when I made my account at Lilibet. I only made a deposit of 257 euro at their casino. I provided all the personal details including photos of my passport, proof of address, selfies with me and so on. I made the deposit using crypto - currency and Im the sole owner of the wallet. I didnt use any VPN or IP softwares when accesing their website. I accumulated the winnings using their welcome bonus at casino. This is the link to their bonus : https://no.lilibet.com/promotions/api/details?id=1656

Thank you for your attention to this matter!

Thank you very much, SWAuroraaa24, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 SWAuroraaa24,

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 representative to join this conversation and participate in resolving this complaint.

Dear LiliBet Casino,

Could you comment on this?

Thank you in advance for providing the information.

Dear Stefan/CasinoGuru

We appreciate the opportunity to clarify our actions regarding the account of customer "SWAuroraaa24".

Following a thorough internal review, which included multiple verification steps and security checks, we identified a violation of our Terms & Conditions related to the account in question. We would like to emphasize that these actions are not taken lightly and are based on multiple factors reviewed by our fraud and security teams.

As per our Terms and Conditions:

• Term 2.2.1 outlines our right to request additional documentation from users to verify their identity, and in certain cases, we may take further steps to ensure the accuracy of the account information provided.
• Term 2.2.2 grants Lilibet the right to close accounts where we identify any misuse or discrepancies during the verification process.
• Term 2.2.4 prohibits cooperation between customers and the use of devices that may disrupt normal gameplay, allowing us to cancel bets associated with suspicious activity.
• Term 3.5.3 details that we reserve the right to forfeit winnings if there are indications of suspicious or fraudulent activity, as detected during the review of gameplay and account behavior.

In this case, after a comprehensive investigation, we concluded that there was sufficient reason to close the account based on internal security measures. This review also included a video call security verification, during which user 'SWAuroraaa24' was unable to satisfactorily complete a reasonable portion of the verification process. The user provided inconsistent responses and was unable to recall certain key details, further supporting our decision accurately.

Importantly, we ensured that user "SWAuroraaa24"’s personal deposit of 257 EUR was fully refunded. We only forfeited the winnings generated during gameplay, as this is standard procedure when a violation of our Terms and Conditions occurs. No personal financial harm was caused to the player, as we do not withhold deposited funds in such situations.

We remain committed to ensuring a fair and secure environment for all of our customers, and we regret that this situation led to dissatisfaction.

If further clarification is required, we are happy to cooperate with Casino Guru to address any additional questions.

Kind regards,

Lilibet Team

Dear LiliBet Casino,

Thank you for your response and the information provided.

Could you provide us with the information as to why the player hasn't passed the verification process? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

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.

Dear CasinoGuru team,

Be advised that we have reached out to the aforementioned email address as requested.

If any further clarification is required, please do not hesitate to reach out with any additional questions.

Kind regards,

Lilibet Team

Dear LiliBet Casino,

I received your email and contacted you via Skype regarding the verification process.

I'll be awaiting your reply.

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 SWAuroraaa24,

I was contacted by a casino representative outside of the complaint thread, and they informed me they would need additional time to respond. In this case, I will extend the timer by 24 hours.

Your patience is much appreciated.

Dear CasinoGuru team,

Be advised that we have again reached out to the aforementioned email address as requested.

If any further clarification is required, please do not hesitate to reach out with any additional questions.

Kind regards,

Lilibet Team

Hello SWAuroraaa24,

Player verification is a critical component of maintaining the integrity, security, and fairness of casino operations. Verification helps to prevent fraudulent activities, such as identity theft and money laundering. Verifying a player's identity ensures that funds are managed securely and that withdrawals are processed to the correct account holder. This protects both the casino and the players from potential financial disputes. By confirming a player's identity, casinos can reduce the risk of financial crimes.

After a revision of the verification call transcript, we support the casino's decision. You were unable to respond to the questions, which should have been answered easily. I am afraid there is nothing that can be done from our side and we will have to reject the complaint. I hope I could be of more help on this occasion.

Kind regards,

Stefan, Casino.Guru