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WhiteLion Bets Casino - Unfairly confiscating €300

RESOLVED
Complaint Info
Disputed casino WhiteLion Bets Casino
Reason Declined payment
Swayze1985 Estonia
Posted on July 29, 2020

Hi!

I was playing on Whitelion Bets casino and was having a good time. I made 20 euro deposit and lost it, another 20 and lost it, then made another 20 and got lucky and won 550 euro. I requested a withdrawal of 500 euro and kept playing through out the night. At one point I had 780 but still kept the 500 pending and eventually lost the rest.

I received an email with details on the verification which I complied to and then was informed 5-7 days processing time and 'congratulations on your winnings'. On the 6th day I received an email that my withdrawal of 500 euro had been cancelled and another one created of 200 euro. After this I received an email (attached) stating that I broke some terms and conditions. I read through both their terms and conditions and withdrawal policy (both attached as PDF) and there's no mention of this.

Please help me as this does not seem fair at all and no point playing at a casino claiming you can only withdraw 10 times your last deposit amount.

Posted on July 29, 2020

Thank you for bringing this matter to our attention.

Firstly, we must mention that you have requested a withdrawal on 20 July, 2020. For that time your total deposits amount has been 60 euros. Therefore, we must take into consideration casino Bonus Terms and Conditions, which state that

"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."

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

Please be advised that Terms and Conditions is available to all players when creating an account and come into force the moment the player clicked accept when the account was created.

We must add that you also broke the betting rules of the casino and had placed bets over the limit. However, as a goodwill gesture the casino has not penalised you and have not confiscated all of your winnings due to irregular play.

If you require assistance, please contact the Casino Live Chat Support.

Swayze1985 Estonia
Posted on July 29, 2020

Hello White Lion,

I appreciate your response.

When I registered my account I went through (as one should) the General terms and conditions as well as your withdrawal policy. As a customer who never claims a bonus anywhere, how was I supposed to know that you had hidden an unrelated bonus rule within them?

As a casino who, and I quote, wants customers to "enjoy yourself and free your mind", it's not very user friendly nor fair having these terms hidden. I would understand if this was placed somewhere more obvious as the General terms and conditions but as mentioned before, I had not taken part of any bonus nor was I going to, so why would I go reading through your bonus terms and conditions?

This feels like a dodgy and unfair behavior to trick players to minimize risk should it occur.

Posted on July 30, 2020

Dear SWAYZE1985,

Thank you for your response.

We must take into consideration that you have received the bonus on your account as well. The total amount of received bonus is 15.00 EUR. Therefore, we recommend going through the bonus Terms and Conditions in case there is bonus received.

Please also be advised, when the player creates an account, one is agreeing to abide by the terms and condition of the Casino, including the Bonus Terms and Conditions and Withdrawal Policy.

As we have mentioned in our previous post, your gameplay broke the betting rules in General Terms and Conditions as:

"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.w­hi­tel­ion­cas­ino.co­m/g­ene­ral­-te­rms­-co­ndi­tio­ns/­?la­ng=en

The casino could have confiscated the whole winnings as it is evident that you made significant bets that are deemed irregular (evidence can be provided to AskGamblers). Instead, the casino has paid you a max cashout.

In case of any assistance, please contact us via casino support live chat.

Swayze1985 Estonia
Posted on July 30, 2020

Hello again.

As I mentioned previously, I did not take part in any bonus. Should your logs show that then its fabricated evidence.

As for the rule you mention, I regarded the wording to be in regards to sports bet, not casino spins.

Either way, your wording, and rules are to be misinterpreted and it's a way for you to being able to void customers winnings which is a very scummy business and your casino should be treated as such. Hopefully, with this complaint, customers will take note and move away from your casino.

AskGamblers can go ahead and close this complaint.

AskGamblers
Posted on July 30, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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