Withdrawal still pending after 7+ days

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.

Hello.
On March 24, I beat off a no-deal bonus at this casino without breaking any rules. I was told to make a deposit with any method and then put to a conclusion. I asked the operator if it was possible to do with skrill and bring on it? They told me what I could.
I sent all the documents I was required to do. The finance department confirmed this on April 1. Underwent all verification. I waited 7 days for the withdrawal that the chat operator put on skrill.

https://skrinshoter.ru/i/070420/bcMirXQJ

https://skrinshoter.ru/i/070420/DJpgWN7W

After a lot of my chat requests on April 6 received a letter that the conclusion will be made within 24 hours.

https://skrinshoter.ru/i/070420/Q0O29J5S

After 24 hours, no withdrawal was made.
In a chat with me today asked the bank account data and again demand a statement, which I already sent them and which was approved by the finance department.
I explained to casino employees several times that I cannot get a transfer from the bank due to the coronovirus epidemic. We have quarantine, self-isolation. Read on the news, please, about the city of Vitebsk.
I ask you to look into this situation, so the casino has violated all the deadlines for withdrawal. I made a deposit with skrill, and by their rules, my conclusion had to come to the method from which the deposit was made.
I don 't understand what the problem is to conclude on skrill or a method other than bank transfer?
In the chat, I was asked yesterday to write a letter to the casino sapport and tell me about the problem. They promised they 'd figure it out. I did everything, wrote a letter to sapport and finance. No one answered me to the mail (Nor did they answer previous letters.

https://skrinshoter.ru/i/070420/k3JJqNmh

Whitelionbets is not paying my winnings because they don’t want to understand that I have used my Debit card, which means the money is directly payed from my bank-account. My master gold credit/debit card is a double card include two card-numbers. In Front of the card is the credit card number and on the backside the debit card number. They keep asking me for my credit card even I have sent them the card, both side of the card tree times already. In their rules, debit card is a payment-method. So the withdraw should also be possible using a debit-card or payment directly to bank account. Never before has any casino rejected my debit card. All other casinos except them.

I joined White Lion Bets on 26.1.2020 and start to deposit small deposit, in total 350 € without taking any bonuses. One deposit via Euteller (my bank account directly) and 4 times with my debit card number and secured all payments with my e-Wallet. I played and won noting. I had a break when thinking of continue or not on this Casino.

After some days I continue playing and deposit several sums again in total 350 € with my debit card. I always play with small bets and was very happy when my luck was changing and I had a big win on Immortal romance 4 of 5 wild desire. I won about 1500 € that day. I requested a withdrawal 1200 € on the 5.2 to my bank account and left the rest 300€ on the casino-account. I continue playing with the 300€ and won again a big sum, but lost them.

I stopped playing on the 7.2 when I had 400 € left on my casino-account and 1200€ withdraw waiting for them to pay to my bank-account. I sent all my documents to be verify on the 7.02 and an explanation of the card I have used and asked them to look for the debit card numbers on the backside. The answer from them were we got your documents but can’t approve the credit-card and we need a copy of your credit card xxxx. My mother tongue is Swedish so they sent the text in Swedish 7.02. My communication with them is in english, just to be sure everybody understand.

I contact them again on the 14.02 after no contact from them and this time they answered in english. "Thank you for your email. We confirm that we have received your documents, unfortunately they are incomplete.
In order to continue with your withdrawal request, we would need you to send us the below documents:
• Credit Card: We require a copy of the credit card ending in XXXX. Please block out the middle digits of the credit card number, leaving the first 6 and last 4 digits visible (e.g., 512345xxxxxx7890). Please block out the 3-digit security code on the back of the credit card. The card must be signed and all the edges should be fully visible......"

I have tryed to explain to them that I have use my debit-card. They do not explain anything just send me automatically the same text over and over again asking me to send them a copy of my credit-card.

On the 21.2 I sent them more proof of my deposit, and a copy of my account that confirms that the payments was directly from my bank account with my debit card.

This has now been going on for nearly 4 weeks, and all they can say is we need your credit card and me sending back explaining about the card.

Last week on the 27.2 I finally asked online chat for assistance. Their said they needed to verify my phone which they did the same day. They promised to contact me again in 2 days.

On the 28.2 I got an email answer, and the same email as before, no explanation, nothing just a copy of their earlier mail asking me to send a copy of my credit card I have used.

I contact chat again 2.3 and I sent my credit/debit card again directly to the chat for them to send to the finance-department. Even after talking to chat and explain they still was asking for the card, that they already have. I got no good answer from them, only a text about what they request.

After I talked to chat 2.3 I sent an email to the finance department again, sending once again all my documents to proof my account and identity and credit/debit card. I checked my casino-account after that and suddenly they have cancelled my withdraw without any kind of explanation after over 3 weeks waiting. I have now 1600€ on my casino account that I don’t know how to get, because they keep asking for my credit-card or debit card that they already have. I try to withdraw again today 4.3 but it is not possible to withdraw at all anymore. Why?

I own only one credit/debit card so I do not understand why they ask me for another card I don’t have. If they can not accept my debit-card they can pay trough Euteller to my bank-account which I once used when i started to deposit money to this casino that in my opinion is trying to rob my winning.

Please help if you can!

Hello,

first of all I would like thank AskGamblers for providing this opportunity.

I registered on WhiteLionBets.com on Aug 27, 2019 and made 5 deposits (50, 500, 200, 300 EUR). While I was using the wide range of offers, playing also several slot games like Sevens & Fruits, Gold of Ra, Beauty Fruity (see screenshots), I managed to reach a balance of 8,269.20 EUR. When I requested a withdrawal of 7,000 EUR on Oct 24, the casino confirmed that the withdrawal was successful and would take up to 5 business days. However, on Oct 29 they sent me an email that I would have breached their ToS by using a software or system called Martingale (see screenshot). They said I would have gained an "unfair advantage" and therefore had to seize all my winnings and also parts of my deposits. In total they have confiscated 8,069.20 EUR while returning only 200 EUR to my balance.

I'm still trying to figure out how I gained an "unfair advantage". They are yet to prove their claim and they didn't give me any further explanation.

It's worth mentioning I did not take any bonus whatsoever.

I think there must be some misunderstanding and with the support of AskGamblers we are able to resolve the situation.

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!