White Lion Casino - Player’s winnings disappeared.

I won a large amount on there casino 5400 this is after I had deposited about 130 they then after five days sent me an email saying the withdrawal has been voided and the maximum you can receive is 109 EUR and have ghosted me ever since also the are reluctant to tell me why I wasn't able to collect my withdrawal I'm furious they say I have to deposit over 200 EUR to qualify for it but doesn't say this in conditions reference* 294006

Dear Motown1964,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s Bonus and General T&Cs and I found this:

„New players who have not yet deposited more than 200 euro cannot accrue a balance in excess of x10 the original deposit. Any balance in excess of this max cash-out will be voided upon withdrawal. This applies both to bonus players and non bonus players."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. Please, could you confirm, that you have accumulated winnings from a bonus play?

Please, could your forward communication between you and the casino to kristina.s@casino.guru if there is any? Alternatively, you can post it here. Looking forward to hearing from you. Hopefully, we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

Thank you I have sent emails and will send more with conversation as a player I find it frustrating most that I checked the t&c and this particular rule isn't on there main page or anywhere I could find and would have no way of knowing this otherwise I would have never played or deposited a larger amount this win was from real money transfer of 10 eur they voided it all and changed reference number I'm glad that this is seen as unfair because it is and sneaky..

Hello Motown1964, thank you for your quick reply. Have you sent those emails to my email address (kristina.s@casino.guru)? I just checked it, but I haven't received anything yet.

Thank you Luke for your emails. I will now transfer your complaint to my colleague Juli 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.

Thanks hope so too..I'd like to also mention this wasn't the first time I was let down I originally played with no deposit bonus and found out the hard way my substantial win was voided and told as was bonus money they voided the lot to 70eur in then was told I couldn't get it if I hadn't deposited so put in 20 EUR then tried to at least get the 90 and minimum withdrawal was 100eur so tried for more and lost ..so you can imagine my disappointment the second time I was voided hope for a good outcome and fair thanks

This casino is now after voiding 5000eur offering me these great offers .. with all the wins capt at the minimum 100eur this is 100% rubbing it in my face can you please stop there gambling license or get them to get my winnings reimbursed..how many players are at risk of the same unfair treatment and to not have these conditions stated on there main page the phone download doesn't have these conditions at all to view even prior to playing if you decided to closely read there rules prior to wagering.

Any progress team 🤔

Hello Luke,

I’m sorry to hear about your negative experience with the casino. Do I understand you correctly? Did you win €5000 using bonus money? Thank you in advance for your reply.

Best regards,

Juli

No I won with real money I had deposited 60 EUR and then deposited 10 EUR on top of that from that 10 EUR I managed to win 5400 EUR I then supplied the documents requested and then was sent an emai stating I did not qualify for the win as you must wager well should I say deposit over 200 EUR to qualify for a substantial withdrawal this is completely unfair as I read t&c and this isn't on there mobile version on there main screen what followed was them changing my reference and they then sent me 100 EUR voiding the rest..I can send you more emails..but to reiterate I won the 5400 on real money the only money they could void in my opinion was the 400 as 5000 is the maximum monthly withdrawal which is also a little bizare..

It seems this casino lures players in with generous bonus offers but the player is under all sorts of sneaky conditions that favour the casino and if by chance the player wins something they have a string of unfair conditions that 9/10 times the player will be completely oblivious to and can then void winnings and become very reluctant to give any helpful correspondence..they also have in there small print customer service sometimes make errors to also safe guard there one way money scam..so if you where to bring evidence of there unfair treatment of the player they can legally apologize for there error without any real consciences please keep this correspondence frequent as I'm very interested in where this goes ..

expectations we've established it was from real money deposited money about getting my winnings paid out ..

Hello Luke, 

Unfortunately, this is a common problem with casinos which use this predatory term. 

We consider this case as against our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos

And let me explain why:

While rule as this:

„New players who have not yet deposited more than 200 euro cannot accrue a balance in excess of x10 the original deposit. Any balance in excess of this max cash-out will be voided upon withdrawal. This applies both to bonus players and non bonus players." 

could be applicable in bonus money game (but in my personal opinion much more comfortable is to set maximum withdrawal for each bonus as 10x deposit) 

This rule should never apply for real money play. It significantly changes the RTP and put new players who don't deposit €200+ at first deposit into very unfair position.

Our position is pretty clear. The casino should pay you your winnings.

Recommendation for the casino: 

In case you can't change this rule, then you should consider not to enforce this rule for real money winnings. 

Great I agree one hundred percent so how do I get them to pay my winnings

Thank you for bringing this issue to our attention.

We have seen that the source of the contested winnings is a deposit of 10 Euro and a bonus of 10 Euro.

Under the bonus terms and conditions:

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. i. Using double up strategies like Martingale etc. ii. Placing zero, low margin or hedge betting are all defined as irregular betting for bonus play through requirements.

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.

https://www.whitelionbets.com/bonus-terms-conditions/?lang=en

The gameplay was audited, and the following irregular play were found:

On the 30% max bet rule of the bonus credited to the account -  it shows that while the wagering requirement is still active, you have had placed 177 bets over the limit between 3 euro to 6 euro on the game The Grand Journey.

On the max bet rule of 30% of the deposit in play – your gameplay shows that you made 8,529 bets over the limit between 3 euro to 40 euros on several video slots games.

Despite the said irregular play, the casino has been generous to pay you a max winning, although, they do not have to do this as you have breached the bonus terms and conditions.

Hmm unsure what there in about looks like more loop holes for them to not pay.the player there winning or if 10 was bonus and 10 was cash then pay me half my winnings.

Dear White Lion Casino,

Please send us the game history or any other relevant evidence that the player has made the mentioned over-bets to my email address: yuliia.k@guruadmins.com

@Juli Casino Guru - Thank you for the update. We have provided the requested game history by email.

Dear Lucke,

As I can see from the evidence provided by the casino, you played with the bonus money. Unfortunately, there is nothing I can do in this case, I'm afraid. We will be forced to reject your complaint.

I would like to emphasize, that each casino has different bonus policy and different bonus conditions. A bonus is something like a gift from the casino and by accepting it you automatically agree to the rules attached to it.

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.

If you disagree with our opinion, you can always contact the casino regulator. White Lion Casino has Curacao license and if you believe that further investigation helps you can write an email to Curacao licensing authority for free: (please use this complaint as a reference when you will write them) info@gaming-curacao.com

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

Best regards, 

Juli