LiliBet Casino - Withdrawal of player's winnings has been delayed.

Please forgive me for not knowing who to send the e-mail to and sending it in many directions.

I am not good at English and use a translation site.

So, my grammar may be inaccurate, but thank you in advance.

Hello, my name is KITO K***.

My name is K*** Kito and I am a Japanese 25 years old.

I have violated a rule at an online casino.

I was asked to bet about $14,500 as a withdrawal condition.

I was lucky enough to meet the withdrawal requirements and win about $28,000.

However, I was again told that I was in violation of the rules and my withdrawal was denied.

Whereas once I was promised a withdrawal of an additional bet of $14,500.

To later deny a withdrawal is a serious breach of discipline that threatens the online casino's credibility and license.

I contacted support numerous times and they later changed their claim.

No matter what I said, no money was withdrawn.

Can you please act as an intermediary as a license issuing agency?

The casino where the problem occurred is as follows

Casino name: LiliBet Casino (https://ja.lilibet.com/)

Operator: Continental Solutions Limited B.V.

License number 8048/JAZ(Antillephone License)

Best regards

Dear QED1001,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

When will you respond?

I have complained to the casino side many times, but it is one point that I will not withdraw money.

There was no problem with our response, so please ask CASINO GURU to mediate.

When will you respond?

I have complained to the casino side many times, but it is one point that I will not withdraw money.

There was no problem with our response, so please ask CASINO GURU to mediate.

Thank you for your reply, QED1001. Did the casino confiscate your winnings or has your withdrawal been delayed? Could you please clarify which rule you breached?

The casino has confiscated my funds.

The story is as follows.

1. Earn bonuses

2. Use your bonus on a slot called Solar Queen

3. Additional deposit due to bonus bankruptcy

4. Play Solar Queen for real money

5. Withdrawal

6. Withdrawal refusal

The system of this slot is a system that allows points to be accumulated, and it was determined that the bonus was illegally used, and withdrawals could not be made.

Here, I promised to withdraw in exchange for a special withdrawal condition of about $15,000.

(The rules did not clearly state that Solar Queen would constitute illegal use of prohibited games or bonuses.)

7. Play slots for $40 per spin

8. Withdraw because you won

9. Withdrawal refusal due to violation of bonus terms

becomes.

When I complained about it, I got a reply that it was rejected due to illegal use of the bonus. (Bet amount violation)

However, since I had real money, I complained again that this judgment was wrong.

Since there are special withdrawal conditions for fraudulent use of the bonus, I received a reply that it will be treated according to the bonus.

I complained that I hadn't heard of such a story, but the response was that they acknowledged the lack of explanation, but that the decision would not change.

I have kept all correspondence with support.

The casino side is confiscating my funds.

The process of the incident is as follows.

1. Earn a bonus

2. Use the bonus for a slot called Solar Queen

3. Additional deposit due to bonus bankruptcy

4. Play Solar Queen with real money

5.Withdrawal

6.Refusal of withdrawal

The system of this slot has become a system that allows you to earn points, and it is judged to be a fraudulent use of bonuses, and you can no longer withdraw.

Here, I promised to withdraw instead of having a special withdrawal requirement of about $15,000.

(It was not specified in the terms that Solar Queen would be a fraudulent use of prohibited games and bonuses.)

7. Play slots for $40 per spin

8. I won, so I made a withdrawal.

9.Refusal of withdrawal due to violation of bonus terms

It will be.

When I complained about it, there was a reply that it was rejected due to fraudulent use of the bonus. (Bet amount violation)

However, I complained again that this judgment was strange because what I had was real money.

However, I complained again that this judgment was strange because what I had was real money.

Since it is a special withdrawal condition for bonus unauthorized use, there was a reply that it would be treated according to the bonus.

I complained that I had not heard such a story, but I admitted the lack of explanation, but there was a reply that the decision would not change.

I have left all the interactions with the support.

How long does verification take?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

5/11 05:07 received

Mr. QED0110

Thank you for using Lilibet.

We regret to inform you that the following application has been once withdrawn by the department in charge.

Date: 11/05/2023 00:39:21

Amount: $3,371.65

Reason: "Because the wagering requirements have not been met at the time of withdrawal"

*You can withdraw if you wager the remaining wagering requirement of 14441.8 USD.

* Winnings of 28232.2 USD obtained from betting with an amount exceeding the maximum bet amount have been deleted from the account.

Maximum bet 650 JPY / 5 USD.

Please re-apply after confirming the above and fulfilling the conditions.

The following is the translation.

【 Terms of Service 】

1. This bonus is a deposit bonus (separate type) for new member registration benefits in which 100% of the deposit amount is returned as bonus money. There is no campaign period limit for using this campaign. You can use it anytime you wish to receive this bonus, not just for your first deposit.

2. To participate in this campaign and receive the applicable bonus, you must click the bonus receipt button on the campaign page after making a deposit and before using the deposited amount. This payment must be made in one lump sum and cannot be applied for by adding up the payment amount. In addition, it is necessary to complete the receipt application procedure within 24 hours after the corresponding payment is completed. Please note that if you apply for this bonus after 24 hours have passed since your deposit, the bonus will be invalid. In addition, if you use the real money amount of the deposit before completing the bonus receipt application procedure, we will not be able to accept the bonus application for that amount.

3. The minimum deposit amount to participate in this campaign and receive the applicable bonus is 2,000 yen/$20. Also, the maximum bonus you can receive from this promotion is ¥50,000/$500. Deposits from Vega Wallet are not eligible. Please use other payment methods.

(Example: If the deposit amount is 50,000 yen, the bonus amount will be 50,000 yen, and the total wallet in My Account will be 100,000 yen. Also, if the deposit amount is 100,000 yen, the bonus amount will be Up to 50,000 yen.)

4. This bonus can only be used on casino slots. This bonus cannot be used on non-promotional products such as live casino, table games and sports. Please note that the applicable bonus and the winning amount generated by using the applicable bonus will be forfeited for any reason if used with an ineligible product.

5. When using this bonus, the wagering requirement for withdrawing the winnings obtained from this bonus is 30 times the bonus award amount.

*The deposit amount is not included in this wagering requirement of 30x. Please note that you need to bet 1 times the deposit amount separately.

*The maximum bet amount when using the applicable bonus is as follows.

Casino Slots: ¥650/$5

In addition, there are no prohibited games, but if any illegal use of the bonus is confirmed, the bonus and the winning amount generated by using the bonus may be deprived for any reason.

6. This bonus is valid only for 14 days from the date of claiming the bonus. Please note that if the bonus expires, the bonus and any winnings made using the bonus will be forfeited for any reason.

7. When using this bonus, the maximum withdrawal amount is 30 times the received bonus amount.

(Example: If the bonus amount is 10,000 yen, the amount that can be withdrawn is 300,000 yen. Please note that it will be deleted from your account after the payment is completed.)

8. Purchase of bonuses, purchase of free spins and use of blitz features within the product are prohibited until the bonus has been consumed. Please note that if any prohibited act or illegal use of the bonus is confirmed, the bonus and the winning amount generated by using the bonus may be deprived for any reason.

9. Participation in this campaign and receipt of the applicable bonus will be limited to once per person. All information below may only be owned by one user. Please note that any duplication of information will be considered a duplicate account.

IP address, device, household, address, phone number, credit/debit card number, e-wallet account

10. This bonus cannot be used if you have other bonuses or are using other bonuses. Please use all the bonuses you already have or cancel them all and try again.

11. It is the player's responsibility to ensure that participation in this promotion and gambling activities are conducted in a legal jurisdiction.

12. This promotion is offered fairly to all players. Players found to be abusive or not playing fair may be disqualified from winning prizes.

13. en.lilibet.com reserves the right to change these Promotion Terms and General Terms and Conditions at any time and it is the responsibility of each player to check for changes and updates. Lilibet.com also reserves the right to close the player's account and confiscate all funds in the event of fraudulent/fraudulent activity for any reason.

14. In addition to these terms and conditions, the general general terms and conditions also apply to this promotion.

Please re-apply after confirming the above and fulfilling the conditions.

If you have any questions, please contact customer support.

Thank you very much.

Lilibet Customer Support Team

5/11 07:35 Sent

No, I think this is a strange response.

There is no maximum bet limit as we did not use bonuses and used real money.

Even if there is an exceptional bet limit, I have not received any such notice, so I think that our response will be different.

Please make a fair and honest decision.

I look forward to working with you.

I hope I understand correctly that the casino accused you of breaching the maximum allowed bet. Could you please forward me your bonus history and game history starting from the moment you activated the deposit bonus? You can forward everything to kristina.s@casino.guru. Thank you.

I just sent you an email.

Please let me know if you have any problems.

I'm sorry if I seem to be in a hurry.

How long will the investigation take?

Thank you, but unfortunately, I need to see the full game history preferably in PDF format or Excel sheet.

I have sent the PDF file to your email.

Thank you very much, QED1001, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

What do you think will happen in the future?

Hello, QED1001,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite LiliBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear LiliBet Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Mochizuki (Lilibet Japan)

26 Jun 2023, 10:20 BST

Dear QED****

Thank you for your continued patronage of Lilibet. Also, we apologize for the time it took to contact you.

After receiving your inquiry and referring to past interactions and usage history, we have closed your account based on 2.2.2 of the Terms of Service.

Please note that you will not be able to use it at our company in the future.

Thank you for using our service.

Lilibet Customer Support Team

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -ーー

Simply inquire about deposit/withdrawal history and betting history

Your account has been closed.

What does that mean??

Casino GURU

Would you like me to make a separate complaint for this?

Mr. Lili Bet

I would like an answer on this as well.

Excerpt from Terms of Service

2.2.2. We reserve the right to refuse new customers or close accounts without giving any reason.

Mochizuki (Lilibet Japan)

26 Jun 2023, 11:02 BST

Dear QED****

Thank you for your reply.

Regarding the reason for the closure, it is the result of internal discussions, and we cannot answer the reason or details. In addition, the balance is not refundable because it is less than the minimum transferable amount.

If you contact us in the future, we will refrain from replying, so please forgive us.

Lilibet Customer Support Team

I asked for a reason and a refund of the remaining balance, but the answer was as expected.

I'll share.

Dear QED1001,

You do not have to submit a new complaint, we can solve all the issues here.

However, we are still waiting for the casino's reply.

Thank you for your patience and understanding.

Mr Branislav

got it. thank you.

Dear LiliBet

I request your prompt reply.

1. Clarify the reason for account closure

2. Please return the confiscated approximately $28,000 and withdraw as soon as possible.

thank you.

I'm very worried because I haven't received any reply.

If there is no reply from the casino as it is

What kind of flow will it be?

Dear Branislav

Thank you for bringing this to our attention.

We have had another thorough review of the user’s account, full game activity and the information we have provided with the user, and we would like to share the information regarding this matter.

User made a 500 USD deposit on 30/04/2023 10:38:54, which he used to claim our casino welcome non-sticky bonus promotion. After losing his initial deposit, the user played 1 round of Moon Princess game with 2 USD stake and then Solar Queen game for 9 rounds for each stake: 20 USD, 15 USD, 10 USD, 8 USD and 2 USD with the bonus money.  

This was followed by another 30 USD deposit on 30/04/2023 10:52:15, user started his gameplay with 30 USD balance and after playing 3 rounds of Blackjack Neo user initially placed a withdrawal of 40.1 USD then cancelled it and returned to Solar Queen and played consequently 1 round with each stake 20 USD, 15 USD ,10 USD, 8 USD and 2 USD which resulted with a total of 154.35 USD win and a 139.45 USD withdrawal on 30/04/2023 18:49:43.

Once the gameplay was investigated by our relevant department, it was discovered that the user had violated our bonus terms as the user was stacking the special features (Wilds) for 9 rounds and collecting the possible winnings with his following deposit on the 10th round when the wild features became active to avoid wagering requirements in Solar Queen game.

3.6.4 With respect to the abuse of bonuses using mechanisms in casino slot games, if it is determined that the bonus is being abused or cheated, all winnings obtained by cheating will be forfeited for any reason. Withdrawal application will be cancelled. Please note that we may be forced to close our accounts for customers who are found to be abusing fraudulent activities. We reserve the right to deem any form of your conduct to be fraudulent. Our judgment on bonus abuse and fraud is absolute.

*Example 1. In any product (including casinos, table casinos, live casinos, sports, etc.), regardless of whether bonuses or real money are used, the winning money is temporarily not received at the stage when the winning money is generated. If fraudulent behaviour such as saving money in the game or hiding the bet amount by leaving the game without waiting for the bet result is found, all winnings will be forfeited. Any further winnings from qualifying winnings will be forfeited as well. At this time, even if it is found that the bonus campaign prize money is obtained by using fraudulent activity, or the wagering requirements of the bonus are consumed by fraudulent activity, all the target amounts and winning amounts will be refunded. It will be forfeited, and the bonus will be stripped.

As a result, user’s withdrawal on 01/05/2023 19:47:35 was cancelled. Instead of deducting the winnings the user was offered the chance to wager the winnings and was informed that his balance required completing the casino welcome bonus wagering prior to withdrawing as the balance was derived from stacking the special features (Wilds) while using the casino welcome bonus money.

This was followed by the user placing a 40 USD bet on Moon Princess game on 10/05/2023 23:20:28 which resulted with 8968 USD win and eventually the user increasing the balance to 28371.65 USD and placing withdrawal of his total balance. After the necessary game checks were made user’s balance was adjusted back to 139.45 USD as per our casino welcome promotion terms and the user was informed to complete the wagering.

6. When using this bonus, the wagering requirement for withdrawing the winnings obtained from this bonus is 30 times the bonus award amount.

*The deposit amount is not included in this wagering requirement of 30x. Please note that you need to bet 1 time the deposit amount separately.

*The maximum bet amount in casino slots and live casino products when using the applicable bonus is as follows.

Casino Slots: ¥650 / $5 Live Casino: ¥3,500 / $25

In addition, there are no prohibited games, but if any illegal use of the bonus is confirmed, the bonus and the winning amount generated by using the bonus may be deprived for any reason.

On 11/05/2023 22:24:46 user started playing with the balance again and on Note of Death game after 51 rounds of gameplay the balance was lost.

As per our General Terms and Conditions point 2.2.2, user’s account on 26/06/2023 was closed and all necessary information was provided to the player.

Thank you once again and we hope this response clarifies the matter.

Lilibet Japan

Thank you for your reply.

one first

The term "prohibited games" was not written anywhere in the rules.

On top of that, it is arrogant to judge it as "fraud" in this way only at the casino's discretion.

Does that mean that it can be determined to be fraudulent even if it is not fraudulent?

And even if that right were granted

Upon withdrawal of 139.45 USD

* What I owned was real money.

After playing Solar Queen for this reason

I am canceling my bonus.

I'll say it again because it's important.

★The bonus has been canceled.

Then I deposited $30.

This means that wagering requirements are specifically attached to real money and wagering requirements do not apply.

In other words, there is no problem with the $40 spin, and this confiscation is considered to be a general rule of the terms.

And although it was closed in Terms of Service 2.2.2

I haven't done anything other than asking for bet history, game history.

Didn't you stop them from trying to gather evidence?

Therefore, I think that the tyrannical right to unilaterally close such as 2.2.2 was exercised.

To summarize

1. No real money bet limit.

As confiscation is invalid, please return it.

2. The judgment of illegal use of the bonus is ambiguous, and it is quite arrogant.

There is no problem with this one-sided decision

Can you justify it?

3. As a matter of fact I don't really understand slots

I have only played.

Why isn't it listed as a banned game?

I checked other casinos.

Most of the casinos have it listed.

There are no prohibited games in Lilibet

4. that you canceled the bonus

What you didn't mention in your reply

why?

5. In this way, I own the bonus

There is a possibility that it will be judged that it was.

In that case, the casino's claim is justified, but did you omit the explanation on purpose?

6.By listening to bet history and deposit/withdrawal history

What is the reason for the closure?

Because it would be necessary to present inconvenient evidence

2.2.2 The right to unilaterally exclude

Isn't it exercised?

Please answer questions 1-6.

Also, if you could refund me

I will not pursue the reason for the closure or the fact that I am not playing any banned games.

Fair judgment on the part of the casino

thank you.

I'll say it again because it's important.

★The bonus has been canceled.

Then I deposited $30.

This means that wagering requirements are specifically attached to real money and wagering requirements do not apply.

This "I deposited $30 after that."

is incorrect.

Correctly

Deposit $30

↓

Gameplay *Real money

↓

$139.45 Withdrawal * Real money

↓

Withdrawal refusal, additional withdrawal conditions

↓

28371.65 withdrawal * real money

becomes.

The questions are also:

thank you.

1. No real money bet limit.

As confiscation is invalid, please return it.

2. The judgment of illegal use of the bonus is ambiguous, and it is quite arrogant.

There is no problem with this one-sided decision

Can you justify it?

3. As a matter of fact I don't really understand slots

I have only played.

Why isn't it listed as a banned game?

I checked other casinos.

Most of the casinos have it listed.

There are no prohibited games in Lilibet

4. that you canceled the bonus

What you didn't mention in your reply

why?

5. In this way, I own the bonus

There is a possibility that it will be judged that it was.

In that case, the casino's claim is justified, but did you omit the explanation on purpose?

6.By listening to bet history and deposit/withdrawal history

What is the reason for the closure?

Because it would be necessary to present inconvenient evidence

2.2.2 The right to unilaterally exclude

Isn't it exercised?

Please answer questions 1-6.

Also, if you could refund me

I will not pursue the reason for the closure or the fact that I am not playing any banned games.

Fair judgment on the part of the casino

thank you.

Need more time to investigate?

Greetings all,

I am sorry for the delay. Unexpectedly, I was out of the office for several days.

QED1001, if you accumulated some in-game features while playing with bonus money, and then you collected the winnings with your real money deposit after losing the bonus funds by finishing these features' rounds, I am afraid there is nothing we could do more to help you, and in such a case, you are not entitled to the winning obtained in this way. We are talking about forbidden activity that is considered bonus abuse ("delayed rounds") in all online casinos. But, of course, we need to see the evidence supporting the casino's claims and decision, so I will ask the casino representative to provide me with the necessary data and details. However, please note if the casino's claims are confirmed by evidence, the complaint will be rejected.

Dear LiliBet Casino team,

Thank you very much for your extensive explanation. I think it is clear now.

Unfortunately, we are not able to accept only explanations as sufficient evidence. Therefore, I would like to repeat a part of my previous post directed at the casino.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Can you provide me with the following data from the complainant's casino account:

• Game logs - it would be great if the user's ID or e-mail is included in the document
• Transaction history (deposits/withdrawals/bonuses with dates and times) if it is not visible in the player's game logs
• Communication where the casino informed him about the balance reset and a chance to meet the bonus wagering requirements after accumulating the funds from "delayed rounds"

Thank you in advance for providing the information. Looking forward to hearing from you.

Dear Branislav,

Please note that an email with the requested information should have been sent to the aforementioned email address.

Let us know if you would require any further information.

Thank you once again.

Lilibet Japan

Dear QED1001,

After gathering all the necessary data and information provided by the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions in several ways. The provided data confirms the casino's claims. This is what we found out:

• Although the accusation does not say anything about playing a prohibited play - yes, indeed, there are no prohibited games in the casino's terms and conditions stated for playing with an active bonus. However, there are games with decreased contribution toward the wagering requirements and the maximum bet for slots is $5.
• Your first bets right after the bonus activation were $250 in Blackjack - these bets already breached the casino's bonus terms and conditions - the maximum bet amount while playing with an active bonus.
• Once your real money deposit was lost by playing, there was only 1 bet in a slot game (Moon Princess) without breaching the rules ($2 bet), then there were the mentioned bets of $20, $15, $10, and $8, each of them was made 9 times to collect the bonus in-game features without finishing them by making the tenth bet of the same amount. Each of these bets also breached the maximum bet amount rule. There were also $2 bets (9x), which would not have meant a breach of the casino's rules under normal circumstances and play, but I will explain it in another point below. After all these bets, a little balance remained, so you continued playing with $1 bets, the last one of $0,2, and the bonus was lost/canceled.
• A deposit of $30 was made, played for a while in Blackjack again (only 5 bets), reaching a $40,1 balance, and a withdrawal request of $40,1 was submitted - no problem at all - real money deposit and winnings/balance, but the withdrawal was canceled.
• After the withdrawal cancellation, you returned to the "Solar Queen" slot and collected winnings by finishing the unfinished rounds by making the tenth bet of amounts: $20, $15, $10, $8, and $2. This means a serious breach of the terms and conditions, and it is prohibited in all online casinos offering bonuses. Since the in-game features were accumulated with an active bonus that is subject to bonus terms and conditions, by playing in this way, you committed bonus abuse due to avoiding the wagering requirements valid for the bonus. The winnings were credited to your real money balance.
• Another withdrawal request of your entire balance was made ($139,45), but it included unwagered winnings from the bonus rounds. Therefore, it was rejected, and you were provided with another chance to continue playing following the casino's rules. Since this moment, the restored balance was subject to the bonus terms and conditions again. But, you made the first bet in the amount of $40 - the maximum bet amount was exceeded again. You had luck and obtained significant winnings from this bet ($8968,0), however, since the maximum bet was exceeded, the winnings were invalid, and based on the following play, it is clear it gave you an (unfair) advantage. You would not have been able to accumulate further winnings without exceeding the maximum bet amount and having luck in the game in question.
• Even after this all happened, your balance was restored to illegitimately collected $139,45 again - so another chance to play according to the casino's terms. Unfortunately, the bonus funds were lost this time.

To sum it all up - you would not have accumulated any of the winnings without breaching the rules, and you are not entitled to any of the disputed funds. Frankly, despite the facts that your winnings were invalid due to breaching the terms and conditions and you committed bonus abuse, the casino was able and willing to restore your winnings (twice), and they provided you with another chance to meet the requirements and withdraw, so you can be glad and happy that you could basically play for free since the $139,45 were accumulated illegitimately, by fraud (delayed rounds), and from our point of view, they should have been considered invalid at the beginning. Once a bonus is active, the maximum bet amount rule also applies to real money deposits - it is industry standard, and it was also confirmed by the casino's live chat.

The casino acted correctly and in accordance with its terms and conditions, and we accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, LiliBet Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru