White Lion Casino - Os ganhos do jogador foram cancelados.

Dear Sir or Madam

The casino does not want to withdraw my winnings and is based on your terms and conditions.

Could you please help me.

Sehr geehrte Damen und Herren

Das Casino möchte meine Gewinne nicht Auszahlen und beziehen sich auf Ihre Geschäftsbedingungen.

Können Sie mir bitte helfen.

Dear Mex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.whitelionbets.com/general-terms-conditions/?lang=en:

"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."

Could you please advise if you have redeemed any promotional offer when depositing funds in to your account? Ideally, please forward any relevant communication and your game history to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello

No I did not claim a bonus, the casino says, because I bought free spins in a slot, I had more than 30% bet on a single bet.

Kind regards

Hallo

Nein ich habe keinen Bonus beansprucht, das casino sagt, weil ich freispiele in einem slot gekauft habe, habe ich mehr als die 30% wetteinsatz bei einer einzelwette gehabt.

liebe grüsse

I will email you everything else, thank you for your efforts

Ich werde dir alles weitere per mail senden, vielen dank für die Bemühungen

Dear Mex,

I still haven't received anything yet.

Hello

I sent you an email today with the emails I received from the casino.

LG

Mattia

Hallo

Ich hab dir heute eine Mail gemacht, mit den erhaltenen Mails vom Casino.

LG

Mattia

Thank you very much Mex for providing all the necessary information via email. I will now transfer your complaint to my colleague Juli 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.

great thank you

Super danke

Hello Mex, 

I completely understand casino's point of view, that the player should always follow the casino's General and Bonus T&Cs. But from Casino Guru's point of view, we don't see strategies like ‘martingale’ to be a valid reason to confiscate player's winnings and we are on the player's side in this case.

In case, player played with a bonus money and placed bet more than 30% of a deposit - send me the evidence to my e-mail adress: yuliia.k@guruadmins.com.

Good day

I didn't play with bonus money whoever you want. In July I can send you more documents and game history

Guten Tag

Ich habe nicht mit einem Bonusgeld gespielt wen du willst Juli kann ich dir noch weitere Unterlagen und Spielverläufe senden

Thank you for bringing this matter to our attention.

First, we must mention that the source of your withdrawal has been the deposit of 200.00 EUR - ID 3661538. We have to take into consideration casino Terms and Conditions, notably Betting Rules, that state:

"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

We should mention that you have placed bets more than 30% of your last deposit several times during your gameplay. However, the casino reserves a right to adjust the winning.

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.

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

Hello Mex,

I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos

'Fair and safe casinos' are those that meet all criteria for 'fair casinos' and have also implemented measures that prevent players from accidentally doing something against the rules or their own best interests.

'Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts. 

Unfortunately, this is a common problem with casinos which use this predatory term: 

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

We believe that rules like this shouldn't force the player always to think how much is 30% of his last deposit and it doesn't make sense in real money play. 

Our position is pretty clear. The casino should pay you your winnings.

Recommendation for the casino: 

In case you can't change this rule, then you should consider not to enforce this rule for real money winnings. 

We would like to ask the White Lion Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

Good day

I received a call from the VIP manager.

They offer me a withdrawal of € 2000. I will enter into this compromise to end this thing.

Please wait to close the complaint until I have the payment on my account.

I thank everyone for your cooperation.

Guten Tag

Ich habe ein Anruf vom VIP-Manager erhalten.

Sie bieten mir eine Auszahlung vom 2000€ an. Ich werde auf dieses Kompromiss eingehen um diese Sache zu beenden.

Bitte warten Sie noch mit der Schliessen der Beschwerde bis ich die Auszahlung auf meinem Konto habe.

Ich bedanke mich bei allen für Ihre Koperation.

Hello Mex,

That's great news, congratulations!  Please, update us when funds are received. Thank you in advance.

Good day everybody

Payment arrived today. You can close the complaint.

I would like to thank the CasinoGuru team for their help and the WhiteLionenCasino for their cooperation.

Guten Tag zusammen

Die Zahlung ist heute eingetroffen. Sie Können die Beschwerde schliessen.

Ich danke dem CasinoGuru Team für die Hilfe und dem WhiteLionenCasino bedanke ich mich für die Kooperation.

Dear Mex,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.