Complaint #1
WhiteLion Bets Casino
Fair winnings withheld
6 years ago
Hi, I tried to submit a complaint a couple of months ago but this casino wasn't registered with you then. I realise now that it was foolish to join a non-UK-licensed casino but I hope you can try and help anyway.
I joined White Lion Bets on 1 May and sent all my ID the same day; they acknowledged receipt of this by email. I deposited 130 Euros without taking any bonuses, played and won around 2500 Euro. I requested a withdrawal the same evening.
I did not hear about any progress on this withdrawal for a few days and in the meantime I deposited a further 1095 Euros and played more slots actively over the next 8-9 days. I emailed support and Finance for an update but had no response. Of my own volition I sent further ID (a second card which I had since used to deposit) and I heard this was accepted and all my documents verified on 11 May.
Meanwhile I had won further on the slots and decided to reverse the pending withdrawal and roll together my winnings into one withdrawal of 4000 Euro on 10 May. I should also say that I during the week I was waiting for movement on the original withdrawal, I had noticed that Visa had been withdrawn as a depositing option - an issue which I raised with Live Chat although they didn't seem to understand what I was saying - and I thought I had better re-request my withdrawal via Bank Transfer instead of Visa in case this was what was delaying it. So, the larger rolled-together withdrawal was requested on 10 May via Bank Transfer.
It was the following day, Saturday, that I received confirmation that my documents had all been accepted and verified.
Then Monday came, 13 May, and I received an automated email with notice that my last deposit of 140 Euros had been refunded automatically. Thinking this was the first of several payments back to my card before they processed the rest to my bank account (which is how they say they like to do withdrawals), I tried to log in to my account only to find it is blocked. Live Chat could not help me and I emailed support to ask what was happening.
I received an email to say I was self-excluded at an associated site 'And according to the Blocked Account Confirmation you got on that site by email : "You are not allowed to deposit in any affiliated casino, or open any new accounts. If you do so it will be considered an attempt to defraud the casino. All deposits will be at your own risk." Also you played and lost the deposit, so it cannot be refunded.'
Having now researched the company that owns this site, I see that they also own Dingo Casino which I joined and excluded from some time before (not that I ever played there). I fully admit that I asked to be self-excluded from that site, but ***I never heard back from them***, just as I never received a response to many of my emails to White Lion. ***I never received any email*** that states anything like what they say here - and this seems to be the heart of the dispute now.
They say they informed me of this policy, but I did not receive any such info and therefore could not be reasonably expected to know which casinos were "affiliated", or that there was even any possibility of such a problem arising since, please note, *no such policy is mentioned in the website's Terms & Conditions*. There is nothing in the T&Cs to say anything about self-exclusion across different websites.
Secondly, they say "you lost your deposit" but i did not - I won. I should note that after long and polite email exchange they have refunded nearly all of my deposits, which is at least some admission that their policy is indefensible, and obviously I am happy to have had this progress, but they have stopped responding to me and I am still owed the 2795 Euro winnings. I don't know how they can withhold fair winnings with no breach of T&Cs. Please help if you can!
I joined White Lion Bets on 1 May and sent all my ID the same day; they acknowledged receipt of this by email. I deposited 130 Euros without taking any bonuses, played and won around 2500 Euro. I requested a withdrawal the same evening.
I did not hear about any progress on this withdrawal for a few days and in the meantime I deposited a further 1095 Euros and played more slots actively over the next 8-9 days. I emailed support and Finance for an update but had no response. Of my own volition I sent further ID (a second card which I had since used to deposit) and I heard this was accepted and all my documents verified on 11 May.
Meanwhile I had won further on the slots and decided to reverse the pending withdrawal and roll together my winnings into one withdrawal of 4000 Euro on 10 May. I should also say that I during the week I was waiting for movement on the original withdrawal, I had noticed that Visa had been withdrawn as a depositing option - an issue which I raised with Live Chat although they didn't seem to understand what I was saying - and I thought I had better re-request my withdrawal via Bank Transfer instead of Visa in case this was what was delaying it. So, the larger rolled-together withdrawal was requested on 10 May via Bank Transfer.
It was the following day, Saturday, that I received confirmation that my documents had all been accepted and verified.
Then Monday came, 13 May, and I received an automated email with notice that my last deposit of 140 Euros had been refunded automatically. Thinking this was the first of several payments back to my card before they processed the rest to my bank account (which is how they say they like to do withdrawals), I tried to log in to my account only to find it is blocked. Live Chat could not help me and I emailed support to ask what was happening.
I received an email to say I was self-excluded at an associated site 'And according to the Blocked Account Confirmation you got on that site by email : "You are not allowed to deposit in any affiliated casino, or open any new accounts. If you do so it will be considered an attempt to defraud the casino. All deposits will be at your own risk." Also you played and lost the deposit, so it cannot be refunded.'
Having now researched the company that owns this site, I see that they also own Dingo Casino which I joined and excluded from some time before (not that I ever played there). I fully admit that I asked to be self-excluded from that site, but ***I never heard back from them***, just as I never received a response to many of my emails to White Lion. ***I never received any email*** that states anything like what they say here - and this seems to be the heart of the dispute now.
They say they informed me of this policy, but I did not receive any such info and therefore could not be reasonably expected to know which casinos were "affiliated", or that there was even any possibility of such a problem arising since, please note, *no such policy is mentioned in the website's Terms & Conditions*. There is nothing in the T&Cs to say anything about self-exclusion across different websites.
Secondly, they say "you lost your deposit" but i did not - I won. I should note that after long and polite email exchange they have refunded nearly all of my deposits, which is at least some admission that their policy is indefensible, and obviously I am happy to have had this progress, but they have stopped responding to me and I am still owed the 2795 Euro winnings. I don't know how they can withhold fair winnings with no breach of T&Cs. Please help if you can!
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