LeBull Casino - El retiro del jugador se retrasa debido a términos poco claros.

I made a deposit in this house of 50€, canceled the casino bonus, used the free bet of 10€ that I won and tried to make a withdrawal, I was told that I could only do so if I wagered the entire amount of the deposit.

The information on the website in the Terms and Conditions is unclear and only states in point 8. that:" After confirmation of the deposit, the customer must use the deposited funds for betting."

At no point does it refer to all the funds deposited. And this information is nowhere else to be found. The user is only confronted with it when trying to make a withdrawal.

I've used part of the funds deposited and I don't want to continue betting.

I want to withdraw the money.

I've already appealed to the SRIJ, the Complaints Portal and the Court of Arbitration for Consumer Disputes.

I'm also counting on your help.

If I don't get a favorable opinion, I'll still have to wait for a response from the bodies I've appealed to.

If I am found to be right, I will use all the legal means at my disposal.

It's surreal how a legal company in Portugal runs this kind of scam with the connivance of those who regulate and supervise.

Efetuei um depósito nesta casa de 50€ cancelei o bónus de casino, utilizei a aposta grátis de 10€ que ganhei e tentei efetuar um levantamento, foi-me comunicado que só o poderia fazer se apostasse a totalidade do valor do depósito.

A informação no site nos Termos e Condições é pouco clara refere apenas no ponto 8. que:" Após a confirmação do depósito, o cliente deverá utilizar os fundos depositados para apostas."

Em momento algum se refere à totalidade dos fundos depositados. E esta informação não está em mais lado nenhum. O utilizador só é confrontado com ela quando tenta efetuar um levantamento.

Eu utilizei parte dos fundos depositados e não pretendo continuar a apostar.

Quero levantar o dinheiro.

Já recorri ao SRIJ, Portal da queixa e tribunal arbitral de conflitos de consumo.

Conto também com a vossa ajuda.

Caso não obtenha parecer favoravelmente irei ainda esperar pela resposta das entidades às quais recorri.

Se me for dada razão recorrerei a todos os meios legais ao dispor.

É surreal como uma empresa legal em Portugal faz este tipo de esquemas com a conivência de quem regula e fiscaliza.

Dear Ruisantos87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at LeBull Casino. I have checked the terms and conditions, and you are right that they have the following information mentioned: 

Após a confirmação do depósito, o cliente deverá utilizar os fundos depositados para apostas. O uso e utilização da Conta do Jogador na Lebull é limitada à sua participação nos jogos online disponíveis, para fins de entretenimento, excluindo qualquer outro uso, nomeadamente como conta bancária.

It means that you must wager your deposits once, namely, if you have deposited €50 you need to place bets in the amount of €50 before you’ll be able to withdraw your winnings. It is not unusual for a casino to have this rule. Some casinos require 1x deposit wagering, some 3x, but you can find casinos with even higher wagering requirements for deposited money. This is a standard Anti-Money Laundering rule that prevents players from using their accounts as bank accounts, as stated in the terms. I would recommend contacting the casino and following the instructions. Alternatively, if you don’t wish to complete the wagering requirements, inquire more information regarding the cost of transaction processing.  

Please let us know if this information was helpful. Looking forward to hearing from you. 

Best regards, 

Natalia

The information is unclear, as you know.

At no point do they refer to "all the funds".

It says that I should use the funds to bet.

That's what I did.

It doesn't say that I have to bet everything.

You know that as well as I do.

But your job is to defend the casino. Which I understand. That's what they pay you for.

Why didn't you write:

"After confirming the deposit, the customer must use all the funds deposited for betting, and only then can withdrawals be made."?

The information is missing, misleading and not very transparent.

The intention is obvious.

But yesterday, I ended up betting even more than the "missing amount" because I need the money and I need to withdraw it.

I took a chance.

There was €39.95 missing and I bet €41.15.

I won.

But I still can't withdraw. Now they're blocking my withdrawal requests without any justification.

I've already submitted proof of bank account and ID.

Both have been confirmed.

A real nightmare for money in this house.

Never again!

A informação é pouco clara como sabe.

Em momento algum se referem à "totalidade dos fundos".

Diz que devo usar os fundos para apostar.

Foi o que eu fiz.

Não diz que tenho de apostar tudo.

Sabe isso tão bem como eu.

Mas o seu trabalho é defender o casino. O que compreendo. Para isso é que lhe pagam.

Porque é que não escreveram:

"Após a confirmação do depósito, o cliente deverá utilizar a totalidade dos fundos depositados para aposta, e só após poderá efetuar levantamentos."?

A informação é omissa, enganosa e pouco transparente.

A intenção é óbvia.

Mas ontem, acabei por apostar até mais do que o "valor em falta" porque o dinheiro me faz falta e que preciso de levantar.

Arrisquei.

Faltavam 39,95€ e eu apostei 41,15€.

Ganhei.

Mas continuo sem conseguir levantar. Agora bloqueiam-me os pedidos de levantamento sem qualquer justificação.

Já submeti comprovativo de conta bancária e documento de identificação.

Foram ambos confirmados.

Um verdadeiro pesadelo por dinheiro nesta casa.

Nunca mais!

Dear Ruisantos87, would you mind sharing your betting history or gameplay for further analysis if you have access to it in your account? You can attach the screenshots here or send them to my email at [email protected].

Thank you in advance.

They sent me an email saying that 39.95€ was missing.

I bet €41.15

As the images below show.

In the chat they say it's a "technical problem" and that "it's being canceled by the system".

I want my money.

Mandaram me um email onde diziam que faltava 39,95€.

Apostei 41,15€

Conforme as imagens embaixo comprovam.

No chat dizem que é um "problema técnico" e que "está a ser cancelado pelo sistema".

Eu quero o meu dinheiro.

Dear Ruisantos87, do you have access to the full betting/gameplay history in your casino account? If not, can you please request the casino to send it to you and then share it with us?

Did you only make sports bets or play any casino games (slots, live casino, crash games) too?

Dear Ruisantos87,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru