The player from Switzerland had his winnings cancelled due to placing a bet greater than 30% of the deposit. At Casino Guru, we consider maximum bet rules that are also applied to real money play to be unfair and predatory. Therefore, we believe that the player is entitled to withdraw all of his winnings. Since the casino failed to provide any statement on the player's case, the complaint was closed as 'Unresolved - Against fair gambling'.
White Lion Casino - Player’s winnings have been confiscated.
Black points: 2186
Amount: €2,000
White Lion Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
2 years ago
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2 years ago
Hallo zusammen
Habe 2000 euro gewonnen und sie haben mir den ganzen betrag storniert.(siehe mail unten)
Dear Sezgin,
As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met.
Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit.
We have therefore cancelled your withdrawal request and removed the winnings.
Should you have any questions please contact our customer support via live chat on our site.
Kind Regards,
Verification Team
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2 years ago
Dear Sezgin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:
„5. 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."
I would like to emphasize, that according to our Fair Gambling Codex, 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 set the maximum allowed bet for a bonus play.
Could you please advise whether you accumulated your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru (or alternatively post it here).
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Thank you for your reply, Sezgin. Could you please advise how much money you deposited?
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2 years ago
Thank you very much Sezgin for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@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 soon.
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2 years ago
Dear Sezgin,
I’m sorry to hear that your winnings have been canceled. I’ll contact the casino and try my best to resolve the issue. In the meantime, could you please advise if you’re aware of breaching the rule, e.g. that you’ve placed bets equal to or higher than 30% of the most recent deposit in play at the time?
I would like to invite White Lion Casino team to join this conversation.
Dear casino team,
As mentioned earlier in this thread, at Casino Guru, maximum bet rules that also apply to real money play and are not enforced at the software level are considered unfair and predatory. From the statistical point of view, there’s no point in limiting the bet amount for real money play, and secondly, punishing players for breaching the rule by confiscating their funds can be viewed as predatory.
With that being said, we’d like to kindly ask you to reconsider the decision in this case.
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2 years ago
Translation
Dear Ladies and Gentlemen
I didn't know anything about this 30% stake. But I think it's a shame that I paid a lot into this casino and they canceled all the money.
According to my calculations, I paid in around 8,000 euros88
Automatic translation:
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2 years ago
Thank you, Sezgin, for the reply. I’m sorry to hear that. We always advise players to read our review as well as to read the Terms and Conditions thoroughly before creating an account and depositing in a casino to avoid these situations.
Unfortunately, we still haven’t received any response from the casino team. We will now try to get in touch with them via other means.
We would like to ask White Lion 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 this complaint as ‘unresolved’.
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2 years ago
Translation
That's very kind of you.
I think it's a pity to say something like that about the casino. I played the bet with the money I won and not with the money I deposited
Automatic translation:
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2 years ago
Dear Sezgin,
Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.
I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.
Furthermore, as this situation arose due to a rule, which we consider to be unfair and predatory, as explained earlier in this thread, this complaint will be marked as ‘Against fair gambling’. More on our position on this as well as other policies that we consider to be unfair can be found in our Fair gambling codex.
The casino can reopen this complaint anytime.
