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I placed a 1 euro bet on a game called Lady Fortune on 09/11/2023 at 01.04am. It turned into a bonus feature and I won 1500 euro. i took a screenshot of the win.

I quickly withdrew the winnings.

The casino is refusing to honour the win, saying it was a breach of their terms and conditions, that they prohibit placing single bets equal or greater than 30% from the value of the deposit amount.

They then sent ‘proof’ of me placing two bets of 100 euro at 12.57am and 1.10am.

I did not place those bets.

The entire amount was won on the 1 euro bet.

This is fraud and a blatant lie. I only ever place 1 euro bets. I’ve never bet that much money on a spin. Ever.

Please help.

Dear SillyBill,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the terms and conditions, and this is what I found (here):

Betting rules 

You must bet according to the specific rules of the game you are playing.

We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

"Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit or bonus ( the smallest one among them) currently in play.

Using Martingale, double-up and similar systems and strategies.

"Total bets" is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the "spin" or "play" or equivalent button.

In cases where a bonus was received, additional betting rules may apply as defined by the General Bonus Terms & Conditions and Terms & Conditions of the specific bonus.

We will contact the casino and ask for their justification for why your winnings have been cancelled, but, before we do so, please could you tell me if you are able to reach your game history (please forward it to petronela.k@casino.guru) and indicate how much was your last deposit? Additionally, could you confirm that you didn’t activate any bonus while depositing?

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

Best regards,

Petronela

Dear SillyBill,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I am so sorry, my father died last week. I will reply tomorrow. Thank you so much for extending.

I offer my deepest condolences.

I'm setting a new timer for this case.

My playing history has been removed from before 18/11/2023, I have just been online to check for it. I am unable to access any playing history from before then.

All I have are the screenshots of my transaction history and the screenshot of the win, which I have already forwarded to you. I am happy to forward them again if necessary?

I can confirm I did not activate any bonuses. To be able to activate bonuses, you need at least 100 euros in the account, and I only deposited 50 euros. If this was the case, where are the funds coming from to activate bonuses? If I had more than 50 euros in my account to play the bonus game, where are my winnings from before that? Blacklabel have only refunded my deposit of 50 euros.

The actual withdrawal I made which was cancelled was for 1901.00 euros. So if the 1500 euro win was fraudulent, where is the other 400.0 owing to me?

Their claims that I have played a bonus game make no sense. And now the game history has gone.

I will send all relevant screenshots across now.

Thank you very much, SillyBill, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi SillyBill,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Black Label Casino to join the conversation and contribute to the resolution of this complaint.

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.

Can they quantify how it’s possible to place a bet of 100 euro if my deposit was only 50 euro? And if that’s the case, where are the winnings from before I allegedly broke the rules? Why was I only refunded 50 euro if I had obviously won more than that prior to placing the alleged rule break bet?

I’m also confused as to what Blacklabel casino mean by "tried our best to assist her"? They basically just told me over and over that I broke the rules and yet were unable to provide evidence of this, ignored my evidence to the contrary and then deleted my playing history so that I could not provide you with the further evidence.

Hi all,

Thank you for your replies.

Dear Black Label Casino team,

Please send the player's game history to my email address (peter.m@casino.guru) and mark the overbets.

Hello Peter

Your request has been completed.

Thank you Black Label Casino team for the game history.

Dear SillyBill,

Unfortunately, the evidence does suggest that you made two separate bets each for €100 and ended up making some winnings from both of them. From a UX perspective, it would be easier if the system prevented users from placing bets larger than the maximum bet. However, this feature is not yet an industry standard. I'm afraid I won't be able to help you with this one.

How would I be able to make 100 euro bets, if I only deposited 50 euro? And if I did make 100 euro bets, why was I only refunded my original deposit?

I did not make those bets. I only ever bet 1 euro.

This is terrible.

I am no longer able to

access my own playing history from that session. Why can’t Blacklabel provide my history to me from the moment I deposited the original 50 euro, up until I made the alleged illegal bet? I would like to see what my balance was immediately before the alleged infringement.

Dear SillyBill,

At the time when the overbets took place, your balance was 309.89 and 1971.99 respectively.

Dear Black Label Casino team,

Please provide SillyBill with their game history. Alternatively, I can forward them the data you sent to me.

Therefore, by that reckoning, I am owed €309.89, am I not? As I won that fair and square according to their rules.

I'm afraid it doesn't work that way. In most casinos, the whole winnings are lost when the bonus conditions are breached. The casino can, of course, make a gesture of goodwill and reverse the bonus to the state before the overbet happened but this is up to the casino's decision.

You can forward the game history

Thank you

Dear SillyBill,

I forwarded the game history to your email address.

Dear SillyBill,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I won €309.89 fair and square before the alleged over bet, and I think Blacklabel should honour those winnings. I have played with this casino a lot.

Dear SillyBill,

As stated above, I'm afraid I won't be able to help you with this one. The funds you won were made during the bonus play and once the maximum bet was breached, the bonus conditions were violated and the winnings were canceled. Even though we would like to see the maximum bet being enforced automatically, unfortunately, this is not an industry standard yet. Your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter