Black Label Casino - Os ganhos do jogador foram cancelados.

the casino is black label casino, in the withdrawal phase of 4000 euros, I am asked for various documents all provided, two days from the date established, I receive an email where they notify me of the cancellation of the win for exceeding the stake 30%, the question and that according to them on a slot I would have bet 300 euros in reality on about 2000 spins the maximum bet in the history was 10 €. in addition to this by checking the slot together with other players the slot in question book of wizard does not allow bets over 25 euros, sent to support the considerations answer us that for them there is a violation of the bet that is impossible to make and they hold back all winnings, I would like to point out that at the time of the bet I had a balance of € 5995 which suggests the incorrect behavior of the casino, we are inquiring about a complaint against their curacao licensee through the postal police, what considerations you give me, thanks and good job

il casino e' black label casino, in fase di prelievo di 4000 euro , mi vengono richiesti svariati documenti tutti forniti, a due giorni dalla dat a stabilita, mi arriva una mail dove mi comunicano l'annullamento della vincita per superamento puntata30% , la questione e che secondo loro su una slot avrei puntato 300 euro in realta su circa 2000 giri la puntata massima nella cronologia e' stata di 10€. oltre a questo controllando la slot insieme ad altri giocatori la slot in questione book of wizard non permette puntate oltre i 25 euro, inviata al support le considerazioni ci rispondono che per loro c'e una violazione della puntata che e' impossibile da effettuare e trattengono tutta la vincita, vi vorrei far notare che al momento della puntata avevo un saldo di 5995 € il che fa pensare al comportamento scorretto del casino, ci stiamo informando su una denuncia contro il loro licenziatario curacao tramite la polizia postale , che considerazioni mi date, grazie e buon lavoro

Dear ANDRE2009309,

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

"13. 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."

Could you please advise if you have accumulated your winnings with or without an active bonus?

Thank you in advance for your reply.

Best regards,

Petronela

I had already finished and concluded the bonus spins and I could already withdraw the winnings .... But the 30 percent rule .... does not apply to that slot ... because it cannot accept bets over 25 euros instead they have put an episode of 300 ... which for the system is impossible to play .... after several emails ... they invented that they granted them a stake of this amount ... but in all the rules read 3 times by my studio such legal offers are non-existent

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The episode in question also the chronology shows 300 euros was 3 euros ... like all subsequent episodes .. so as a lawyer I deduce that it is a beautiful and good fraud ...

Avevo gia finito e concluso le giocate bonus e potevo gia ritirare la vincita... .ma la regola del 30 per cento....non vale per quella slot...perche non puo accettare puntate sopra i 25 euro invece loro hanno messo una puntata da 300...che per il sistema e impossibile da giocare....dopo svariate mail..si sono inventati che hanno loro concesso una giocata di tale importo...ma in tutto il regolamento letto 3 volte dal mio studio legale tale offerte sono inesistenti

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La puntata in questione anche la cronologia riporta 300 euro era di 3 euro...come tutte le puntate successive ..quindi da legale deduco che sia una frode bella e buona...

Do I understand correctly that after completing your bonus wagering you haven't placed a withdrawal but continued playing? That was when you have allegedly breached the maximum bet rule? Have you purchased any bonus features while playing?

Could you please forward your game history in Excel format to petronela.k@casino.guru? Looking forward to hearing from you.

Ok ... I have not placed the bet ... I am sending you the history ...

Ok...io non ho effettuoato la giocata...ti invio la cronologia...

I haven't received anything yet.

Dear ANDRE2009309,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.