Black Label Casino - 플레이어의 상금이 취소되었습니다.

Hello everyone, there is currently a huge problem with the above casino I have paid in and won, to be precise, 5000 € I verified everything was good then came the mail from the casino I copied it here Quote Casino:

Hi Michael,

Glad you could see that the casino wins are frequent.

However, it is written in the casino's terms and conditions that the wagers that have been made are incorrect.

In fact, it is clearly stated in the general terms and conditions of the casino and therefore we can remove winnings from the gaming account:

"We reserve the right to withhold any withdrawals and / or to void all gambling winnings and bonuses". "Irregular Play" may include, but is not limited to:

- "Irregular play" includes, among other things:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play. - https://www.blacklabelcasino.com/en/terms

If you stay active with us again, do not set a limit and continue playing, then maybe we can pay you part of this bet.

I am available for any information.

Best regards,

Casino black label

Then I went into the chat there I was threatened I should continue to deposit otherwise there is no payout I've never experienced anything like this

Can someone help me what do I do now?

If I am unlucky and leave it at that or is there a chance to get the money, thank you and lg Michael

Edit: Title adjusted

Hallo zusammen es besteht gerade ein Riesen Problem mit dem o.g Casino habe eingezahlt gespielt und gewonnen genau gesagt 5000€ habe mich verifiziert alles gut dann kam die Mail von dem Casino habe es mal hier kopiert Zitat Casino : 

Hallo Michael,

Ich bin froh, dass Sie sehen konnten, dass die Gewinne im Casino häufig sind.

Es ist jedoch in den Geschäftsbedingungen des Casinos geschrieben, dass die Einsätze, die gemacht wurden, nicht korrekt sind.

In der Tat ist es in den allgemeinen Bedingungen des Casinos klar festgelegt und deswegen können wir Gewinn von dem Spielkonto entfernen:

"Wir behalten uns das Recht vor, jegliche Auszahlungen zurückzuhalten und / oder alle Glücksspielgewinne und -boni zu stornieren". "Irreguläres Spiel" kann umfassen, ist aber nicht beschränkt auf:

-„Unregelmäßiges Spiel" umfasst unter anderem:

Platzieren von Gesamtwetten in Höhe von oder mehr als 30% des Werts der derzeit im Spiel befindlichen Einzahlung. - https://www.blacklabelcasino.com/en/terms

Wenn Sie bei uns wieder aktiv bleiben, kein Limit stellen und weiter spielen werden, dann vielleicht können wir Ihnen teil von diesem Betsrag auszahlen.

Ich stehe zur Verfügung für alle Informationen.

Beste Grüße,

Casino Blacklabel

Bin drauf hin in den Chat dort wurde ich bedroht ich solle weiter einzahlen ansonsten gibt es keine Auszahlung sowas habe ich noch nie erlebt 

Kann mir da jemand weiterhelfen was mache ich jetzt ? 

Habe ich Pech und belasse es dabei oder gibt es eine Chance an das Geld zu kommen danke und lg michael 

Edit: Titel angepasst

Dear Michael,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings? (here)

"Betting rules

...

. 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.

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."

Could you please confirm that you haven’t activated any bonus when depositing funds into your account?

Thank you in advance for your reply.

Best regards,

Petronela

Good morning Petronela,

I did not use a single bonus on all of my deposits and I played fair in my opinion.

Thank you for your help and your commitment, best regards Michael

Einen schönen guten Morgen Petronela ,

ich habe bei All meinen Einzahlungen keinen einzigen Bonus in Anspruch genommen und habe auch meiner Meinung fair gespielt.

Vielen Dank für Ihre Hilfe und Ihren Einsatz liebe Grüße Michael

Thank you very much, Michael, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much Petronela👍

Vielen lieben Dank Petronela👍

Hi Michael,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Black Label Casino to the conversation to participate in the resolution of this complaint.

Hello Peter, many thanks 👍

Hallo Peter vielen lieben Dank 👍

Hello Peter, there is news

The casino got in touch with me and I think it's their trick not to pay out everything, of course, it's nice when something comes up, but unfortunately it's far too little 😫

Hello Michael,

I hope you are well.

You already know that you played against our rules.

Nevertheless, management decided to pay you 1000 Eur as an exception.

It's your first payout and we don't want to cancel it.

Best regards,

Casino black label

Hallo Peter es gibt Neuigkeiten

Das Casino hat sich bei mir gemeldet und ich glaube es ist deren Masche um nicht alles auszuzahlen natürlich ist es schön wenn etwas kommt jedoch ist es leider viel zu wenig 😫

Guten Tag Michael,

Ich hoffe, es Ihnen gut geht.

Sie wissen schon , dass Sie gegen unsere Regeln gespielt haben.

Trotzdem hat Management entscheidet, Ihnen ausnahmsweise 1000 Eur auszahlen lassen.

Es ist Ihre erste Auszahlung und möchten wir nicht die stornieren.

Beste Grüsse,

Casino Blacklabel

Hi Michael,

You are entitled to the whole amount and not just €1000. Of course, it is better than nothing but still, you should get paid in full.

Hello Peter I fully agree with you. I don't think the 1000 € will arrive either. The email from the casino speaks volumes I've never seen or experienced anything bad

Hallo Peter dem stimme ich dir voll zu. Ich glaube auch nicht dass die 1000 € ankommen werden. Die E-Mail aus dem Casino spricht Bände sowas schlechtes habe ich noch nie gesehen oder erlebt

Hello all,

Thank you for reaching out to us.

With regards to the offer, we would like you to know that the 1,000 Euro offer was made by the casino’s customer support team and was intended as a goodwill gesture prior to Michael’s complaint on Casino Guru. However, since the casino’s email remained unanswered we would like to retract the offer and continue through Casino Guru’s Platform.

We have investigated this matter and we would like to share with you our findings:

We see that the winnings were confiscated as Michael’s gameplay broke the general terms and conditions:

https://www.blacklabelcasino.com/en/terms

"13. Betting rules

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

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

3. "Irregular play" includes, inter alia:

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

On 02/12/2021 Michael started his gaming session with a Deposit Ref ID 366182 of 200 Euros. At 12:20  (casino recorded time) he commenced his gameplay and placed bets on Mighty Gorilla, Road 2 Riches, Stay Frosty!, Billion Llama in Vegas - a slots game. He breached the Irregular Play clause when he placed bets ranging from 100€ to €189 on the said slots games. Evidence to support our claims can be provided.

Please be advised that we view "over-betting" as a violation of the service we provide, and an attempt to deal unfairly with us. If a player attempts that, confiscation of the winnings accrued is in order. This is the reason why the withdrawal was declined and winnings are confiscated.

Of course, Michael might claim that he was uninformed and that he meant no harm. We are always careful to return to the balance the deposit from which the confiscated winnings were accrued, even though, technically, we don’t have to do that.

Please note that the 200 Euro deposit is back on the player’s balance and is now available for withdrawal.

The Casino understands the player’s frustration for the voided winnings from the previous withdrawal, but it is imperative that all players comply with the terms and conditions that a player agrees to upon opening an account, if Michael had won without infringing the T&C, his money would have been paid in full.

In conclusion, the casino finds the complaint unjustified and will proceed in accordance with its Terms and Conditions.

Best regards,

Black Label Casino 

Hello Peter I have just received this email from the casino: Hello Michael,

Hope you're doing well.

Michael, unfortunately I have to inform you of a new decision on your withdrawal request due to your unfounded complaint.

Payout is completely refused, and no extra offer of 1000EUR is made, which, I will tell you again, caused your unsubstantiated complaint against us.

Source of profit - 200 EUR - you have back on the account.

If you have any further questions, please log in to the live chat.

Wish you all the best for the future.

Best regards

Tina

VIP manager

Hallo Peter diese email habe ich eben aus dem Casino auch noch erhalten :Guten Tag Michael,

Hoffe es geht Ihnen gut. 

Michael, leider muss ich Ihnen eine neue Entscheidung über Ihre Auszahlung Anfrage, aufgrund Ihrer unbegründeten Beschwerde mitteilen.

Auszahlung wird komplett abgelehnt, wird auch keine extra Angebot mit 1000EUR gemacht, was, sage ich es Ihnen noch einmal, Ihre unbegründete Klage über uns verursacht hat.

Quelle der Gewinn - 200 EUR - haben Sie wieder auf der Account. 

Für weitere Frage melden Sie sich im Live Chat. 

Wünsche Sie alles gute weiterhin.

Beste Grüße

Tina

VIP Managerin 

Hi all, thank you for your replies.

Dear Black Label Casino team,

We don't argue that your decision is not in accordance with the casino's Terms and Conditions. However, we consider the rule itself (max bet for real money play) to be unfair and predatory. The players playing with their own real money shouldn't be limited this way and therefore the player should get paid in full.

Hi Peter,

Thank you for your reply.

We are sorry to disagree. There are many variables to a good casino service like games selection, promotion offerings, customer service, etc. which have to be considered alongside the betting rules to reasonably assess the fairness of the T&C.

We would like to believe the potential clients are able to make a reasonable judgment by themselves, whether a casino, as a whole, is offering a product that suits their individual needs.

Having said that, we would like to always maintain a flexible position and look for compromising solutions to satisfy our clients in good faith, so we are extending the validity of our previous offer for 1,000 Euros if he would like to take the casino on its offer.

We are looking forward to Michael's prompt response about this matter.

Kind regards,

Black Label Casino 

Hello everyone, I would personally draw a line in an agreement 1000 €, I personally think very little considering the thing that I have won 5000 € the casino has potential has rarely won that high and in the large number I would find it nice if you come to an agreement could what do you mean peter?

Hallo zusammen , ich persönlich würde einen Strich ziehen bei einer Einigung 1000€ finde ich persönlich sehr wenig in Anbetracht der Sache das ich 5000€ gewonnen habe das Casino hat potential habe selten so hoch gewonnen und in der Vielzahl ich fände es schön wenn Mann sich einigen könnte was meinst du Peter ?

Black label casino can we agree on half? And the thing is good? I would like to be able to continue playing with you for peace lg michael

Black label Casino können wir uns auf die Hälfte einigen ? Und die Sache ist gut ? Ich möchte bei ihnen zur Frieden weiterspielen können lg michael

Dear Michael,

Thank you for your quick response.

We had the opportunity to analyze your request, please be reminded that the casino is under no duty to reimburse you the earnings that were forfeited due to a breach of the terms and conditions.

The management's offer of 1,000 Euros remains in effect, and we would also like to note out that you have already got the 200 Euros deposit returned to your casino account.

If you wish to take the management on its offer, kindly let us know, we are awaiting your response. 

Regards,

Black Label Casino 

Blacklabel casino is there no basis for negotiation?

Blacklabel casino also ist keine Verhandlungsbasis drin ?

Hello Michael, 

As per our previous correspondence, this is the casino's last and final offer.

Kindly let us know if you are willing to accept the goodwill gesture, in case you will decline it, the casino will mark this case as closed. 

Regards,

Black Label Casino

If you give me the money then the thing is done for me @black label casino

Stellen sie mir das Geld bereit dann ist die Sache für mich erledigt @black label Casino

Blacklabel I agree, please load the money into my account and the thing is good

Blacklabel ich bin einverstanden laden sie bitte das Geld auf mein Konto und die Sache ist gut

Hi all,

Thank you for your replies.

Dear Michael,

If the €1000 is the casino's final offer, it's probably for the best if you accept it. However, the complaint will still become unresolved, only the disputed amount will go down by €1000. The casino may have its standards, but the industry is evolving, and so do the rules. You won't find such a rule in the top casinos. Let me know when you receive your funds.

Thank you very much dear Peter, I'll get in touch as soon as I have it, best regards

Vielen Dank lieber Peter ich melde mich sobald ich es habe liebe Grüße

Dear All,

Thank you for the prompt response.

We are pleased to see that you are prepared to accept the goodwill gesture, Michael.

Please keep in mind that accepting the offer implies you have no further disputes or claims. The proposed sum is not an admission of guilt, but rather a goodwill gesture made to you in an attempt to address your discontent.

As explained before the casino is simply honoring its agreement with the client.

Naturally, the fairness of the agreement is something that had to be decided prior to creating an account in the casino.

We'd like to inform you that in order for the casino to proceed with the goodwill gesture payout, the complaint must be recorded as resolved as well.

Sincerely,

Black Label Casino

I agree Greetings michael

Ich bin damit einverstanden Grüße michael

Peter: it would be nice if I get my money, please get in touch

Peter : es wäre schön wenn ich mein Geld bekomme bitte melde dich

Dear Michael, even though you should get paid in full, this seems to be the only way to get at least some winnings. I recommend choosing a different casino based on reviews for future play. If you want me to mark the complaint "resolved", it will be done. Let me know when you receive the funds (peter.m@casino.guru). Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues in the future.

Best regards,

Peter

Hello Peter many thanks so please make the complaint as

solved black Label Casino then please upload the money to my account, thank you michael

Hallo Peter vielen lieben Dank ja mach bitte die Beschwerde als

gelöst black Label Casino ladet mir dann bitte das Geld auf mein Konto vielen Dank michael