White Lion Casino - El retiro del jugador fue cancelado debido a una estricta regla de apuesta máxima.

Hi, they canceled my 6000 euro withdrawal. I paid 150 they say that I broke the regulation that is 30 percent of the deposit wagered ... the disputed bet and 40 plus 20 blackjack insurance between the other loser .... then I won 6000 euros regular to the slots .. .. then they call me offering me 300 euros always playing at 30 x cent ... I respect all the withdrawal 1000 euros ... but they keep saying that I have to pay and increase the level of the game ... I'm desperate ... then they shout on the phone can you help me ??? i took the photos to the conversations

Salve mi hanno cancellato un prelievo da 6000 euro. Ho versato 150 loro dicono che ho infranto il regolamento cioè il 30 per cento del deposito scommesso...la giocata contestata e 40 più 20 di assicurazione al blackjack tra l altro perdente....poi ho vinto 6000 euro regolare alle slot  ....poi mi chiamano offrendomi 300 euro sempre giocando al 30 x cento...rispetto tutto prelievo 1000 euro...ma continuano a dire che devo versare e aumentare il livello di gioco...sono disperato...poi gridano al telefono potete aiutarmi???ho fatto le foto alle conversazioni

Dear Gianluca,

Thank you for contacting Casino Guru and bringing this issue to our attention. I’m sorry to hear about your negative experience. I looked at the casino’s T&Cs and found the maximum bet rule: 

"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."

Casinos can, of course, form their own T&Cs and set their own rules for the game play. However, we strongly disagree with the maximum bet rule for regular play and find it unfair. It will be difficult to reason with the casino in this matter, but we will do our best to try and help you. I will contact the casino and we will see what their standpoint is, do you agree?

Best regards,

Peter

I agree contact them and hopefully good

Si sono daccordo contattateli e speriamo bene

We would like to ask White Lion Casino to reply to this complaint.

Yes thank you very much we hope well

Si grazie mille speriamo bene

Please help me thank you. At least if we find an agreement ... it is a scam also because the disputed play is 40 euros plus 20 insurance among others I pressed by mistake ... so if I won I won 40 ... so I did not exceed 30 x percent of the payment 150. Do you advise if you can't make a complaint to the Italian authorities?

Aiutatemi per favore grazie. Almeno se troviamo un accordo...è una truffa anche perche ' la giocata contestata è 40 euro più 20 assicurazione tra l altro ho premuto per sbaglio...quindi se vincevo vincevo 40...quindi non superavo il 30 x cento del versamento 150. Mi consigliate se nn riuscite voi a fare una denuncia alle autorità italiane?

And anyway it is a single game ... in specific terms and conditions that must be a clear and repeated thing ... so I assume it's a scam casino

E cmq si tratta di una sola giocata...in termini e condizioni specifica che deve essere una cosa palese e reiterata...quindi presumo sia un casinò truffa

At least if they can give me the transfer at least half, I accept it.

Almeno se possono farmi il bonifico almeno della metà io lo accetto .

Hi have you contacted the casino ?? Is there anything new?

Salve avete contattato il casino?? Ci sono novità??

Even if it were .... I paid 150 euros .... I bet 40 .... then the bank had ace out ... and I accepted 20 euros insurance .... if I won I would have won cmq 40 euros. ... then the bet was a loser .... for me the bet was 40 ... the insurance is worth the bet ??? Please help me .... is there a possibility to make a complaint ???

Anche se fosse....io ho versato 150 euro....ho puntato 40....poi il banco aveva asso fuori...e ho accettato assicurazione 20 euro....se vincevo avrei vinto cmq 40 euro....poi la giocata e ' stata perdente....per me la puntata e ' stata di 40....l assicurazione vale come puntata??? Per favore aiutatemi ....c e ' possibilita' di fare denuncia???

Hello new? The play was thus reported. I give cards I point 40 .... then I go out I do insurance 20 ... I lose .... if I win I would have won 40 ... bet limit 45 .... so according to you nn is cmq bet 40 ?? They cheated me

Salve novita? La giocata era cosi riferite. Danno carte io punto 40....poi esce asso faccio assicurazione  20...perdo....se vincevo avrei vinto 40...limite puntata 45....quindi secondo voi nn è cmq puntata 40?? Mi hanno truffato 

Hi then cmq the bet was to another game. At that slot I bet regularly ... in the non-specific terms then the 6000 euros are regular

Salve poi cmq la puntata era ad un altro gioco. A quella slot ho puntato regolare...nei termini non specifica quindi i 6000 euro sono regolari

Hi news ?? As I told you I documented .... I bet 40 .... then insurance 20 ... if I won I won 80 ..... so anyway bet is 40 ... help me please let me restore 6000 euros. .. and cmq in Europe the limit bet nn is illegal ??

Salve novità??? Come vi dicevo mi sono documentato....io ho puntato 40....poi assicurazione 20...se vincevo vincevo 80.....quindi cmq puntata è 40...aiutatemi per favore fatemi ripristinare i 6000 euro...e cmq in europa il limite puntata nn e 'illegale??

Hi Gianluca,

Thank you for your replies and patience. I asked a casino rep to take a look at your complaint, but haven't received any response yet. Today I wrote an email to the casino support. I will let you know as soon as there is something new.

Best regards,

Peter

Thanks, I look forward to good news. Also because it was really a scam

Grazie attendo buone notizie. Anche perché è stata proprio una truffa

Still nothing? Is there any possibility of putting lawyers?

Salve ancora nulla? C è possibilità di mettere degli avvocati??

Hi, the casino contacted me. We found a satisfactory deal for both of us. Thanks to the monica operator really competent and kind. As soon as I have the agreed money on the card I will continue to play on this casino. Case currently resolved

Salve mi ha contattato il casino ' abbiamo trovato un accordo soddisfacente per entrambi. Grazie all' operatrice monica davvero competente e gentile . Appena avro ' i soldi concordati sulla carta continuerò a giocare su questo casino . Caso al momento risolto 

Thanks to the casino operator of the casino all solved. Well you really the top. Casino has regained my confidence

Grazie all operatrice monica del casinò tutto risolto. Bene lei davvero il top. Casino ' ha ripreso la mia fiducia

Hi Gianluca,

I'm glad to hear the casino offered you a compromis. Thank you for using the Casino Guru complaint resolution center.  We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.

Best regards,

Peter

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Yes thank you very much ... if you help me I reopened the case following strange phone calls that made me ... and convincing me to accept their proposal ... but documenting me I think I'm in good standing ... I would like the whole sum or almost to this point. Thanks so much

Si grazie mille ...se mi aiutate ho riaperto il caso in seguito a strane telefonate che mi hanno fatto...e convincendomi nell'accettare la loro proposta...ma documentandomi io credo di essere in regola...vorrei tutta la somma o quasi a questo punto. Grazie mille

I am disappointed that cmq first make strange promises .. then change version .... I ask you to let me credit the remaining 5100 euros .. .900 me have them given. First 500 and then 400 that never approved as per pact ... and then I replayed them .... and after I told them that the pact cmq nn l had respected .. and that I would have reopened the case with you me them they have data ... but cmq consulting me with an Italian lawyer I am in rule since 'the episode that I contest cmq and' of euro 40 ... more insurance 20 ... deposit 150 ... therefore it tells me the legal cmq I won 80 .... then bet 40 and then adjust .. and then in terms nn ce written that the balance is canceled ... but that I should have a profit .. but if the bet is losing ... I ask you to help me and close this bad story with the remaining 5100 euros ... thank you very much

Sono deluso dal fatto che cmq prima fanno strane promesse..  poi cambiano versione....chiedo a voi di farmi accreditare i restanti 5100 euro.. .900 me li hanno dati. Prima 500 e poi 400 che non approvavano mai come da patto...e quindi li ho rigiocati....e dopo che gli ho detto che il patto cmq nn l avevano rispettato..  e che avrei riaperto il caso con voi me li hanno dati...ma cmq consultandomi con un legale italiano io sono in regola poiche ' la puntata che mi contestano cmq e 'di euro 40.. .più assicurazione 20...deposito 150....quindi mi dice il legale che cmq avrei vinto 80....quindi puntata 40 e quindi regolare..e poi nei termini nn c e scritto che il saldo viene cancellato...ma che avrei dovuto avere un profitto.. ma se la giocata e ' perdente... vi chiedo di aiutarmi e chiudere questa brutta storia con il restante 5100 euro...grazie mille

Then they made me send an email with my document asking me to make a statement that I would have accepted the 400 euros and that I didn't want anything more ... threatening me that I was doing so or not giving me anything .. I was afraid of losing the I made money ... if you want I recorded the call with a program installed on the phone thanks

Poi mi hanno fatto mandare un email con il mio documento chiedendomi di fare una dichiarazione che avrei accettato i 400 euro e che nn avrei preteso più niente...minacciandomi che o facevo così o nn mi davano niente..io dalla paura di perdere i soldi l ho fatto...se volete ho registrato la telefonata con un programma installato sul cellulare grazie

Hi Gianluca, 

I'm really sorry it turned this way. Please send us the recorded call and all recent relevant conversations with the casino. 

Hi can you tell me how to send them?

Ciao mi puoi indicare il modo per mandarle?

You can either upload them here or send them directly to my email address: peter.m@casino.guru

Ok cibprovo although unfortunately I think they remain in memory 2 days so I have to see .... anyway contact me see if you can help me I'm desperate

Ok cibprovo anche se purtroppo credo rimangono in memoria 2 giorni quindi devo vedere....cmq contattateli vedete se riuscite ad aiutarmi sono disperato

Then regarding the terms and conditions ... cmq does not say that the winnings will be canceled ...

Poi in merito ai termini e condizioni...cmq non dice che le vincite saranno cancellate...

Hi peter then now they will call me maybe. . And shouting they offer me nonsense .... I am afraid by now ... I ask you could you let me credit the rest, that is 5100 euros and close it like this? The other time I accepted in fear but then they made these strange games that only led me to a personal malaise. Can you help me get all my winnings? I always think about that .... with a spiked from 31 euros the slot its joker has hunted around 6000 euros round ... nn I see why nn should pay me ... even if there was the limit. .I have respected all the limits even if I wanted to

Ciao peter poi ora mi chiameranno magari. .  E gridando mi offrono sciocchezze....io ho paura ormai...io chiedo voi potreste farmi accreditare il restante cioe '5100 euro e la chiudiamo cosi? L altra volta ho accettato nella paura ma poi hanno fatto questi strani giochi che mi hanno solo portato ad un malessere personale. Mi puoi aiutare ad avere tutta la mia vincita? Penso sempre a quella....con un spuntata da 31 euro la slot its joker ha cacciato 6000 euro circa tondi...nn vedo perche nn dovrebbero pagarmeli...anche se ci fosse il limite. .qui io ho rispettato tutti i limiti anche volendo

Hi because at the beginning I asked for a reasonable sum at least ... obviously they use the technique of threatening and verbally attacking threatening or this or nothing ..... because if they would give me at least another 3000 euros then I could accept that .. cmq I'm considering making a complaint to the authorities with that registration? What do you advise me to do ??

Salve perche io all inizio avevo chiesto una somma almeno ragionevole...ovviamente loro usano la tecnica di minacciare ed aggredire verbalmente minacciando o questo o niente.....perché se mi darebbero almeno altri 3000 euro io allora si che potrei accettare.. cmq sto valutando di fare una denuncia alle autorita' con quella registrazione ? Cosa mi consigliate di fare??

Hi Gianluca,

We are currently analyzing the record you sent to us. In the meantime, I suggest, you submit a complaint on the Gaming Curacao website (link below). The contact form is on the bottom of the page. The Gaming Curacao license is not one of the best licenses, but they may be able to help. 

http://www.gaming-curacao.com/#section-usp

Meanwhile, I try to contact them again in the live chat? What are you saying?

Intanto provo a ricontattarli nella live chat? Che dite?

Can you contact them again? Maybe they give me money and we close like this

Voi potete ricontattarli? Magari mi danno i soldi e chiudiamo cosi

The curacao site is not accessible .... it takes me to another page

Il sito di curacao nn è accessibile....mi riporta ad un altra pagina

Hello Peter I contacted you by sending them an email ... explaining my disappointment ... now I think they will call me back shouting ... I'm afraid ... can you help me? Can you tell them to give me these 5,000 euros and close it like this?

Ciao peter l ho ricontattati mandandoli un email ...spiegando la mia delusione...ora credo mi richiameranno gridando...io ho paura...puoi aiutarmi ? Puoi dire loro di darmi questi 5000 euro e la chiudiamo cosi?

They called me back shouting ... and they closed the bill ... because obviously not to let me see the chronology ... because I bet regular ... but I hope I have kept the photos

Mi hanno richiamato gridando...e mi hanno chiuso il conto...perche ovviamente per non farmi vedere la cronologia...perché io ho puntato regolare...ma spero di aver conservato le foto

Peter, hello, I sent you the second registration, too, please help me

Peter ciao ti ho mandato anche la seconda registrazione per favore aiutami

Hello I sent email also to curacao gaming ... can you contact them too?

Ciao ho mandato email anche a curacao gaming...tu puoi contattarli  anche tu??

Hi peter news? I'm really sick ... this situation and these shouts on the phone have made me feel sick.

Ciao peter novita? Io sto davvero male ...questa situazione e queste grida al telefono mi hanno creato un malessere. 

Hi peter, are there any news?

Ciao peter ci sono novità?

Peter there is any news?

Peter ci sono novita?

Hi Peter I'm considering making a formal notice at the casino ... do you have news?

Ciao peter sto valutando di fare una messa in mora al casino...tu hai novita?

Hello peter then ... anyway the 400 euros they promised me ... anyway at the moment they didn't credit me ... so I assume they have retracted ... then on Monday I will let you know ... then I consulted with a Italian lawyer ... who has seen the terms of the casino ... in practice it is almost a scam .... because they told me that the player is not protected ... I am desperate ... they took 6000 euros mine. absurd. .please help me .. i'm considering formalizing the casino and reporting theft

Ciao peter allora...cmq i 400 euro che mi avevano promesso...cmq al momento nn me l hanno accreditati...quindi presumo che hanno ritrattato...poi lunedi ti farò sapere...poi mi sono consultato con un avvocato italiano...il quale ha visto i termini del casinò...in pratica è quasi una truffa....poiche mi hanno detto che il giocatore nn è tutelato...sono disperato...hanno preso 6000 euro miei .. assurdo. .per favore aiutatemi..  sto valutando messa in mora al casino e denuncia per furto

Peter the 400 gave it to me ... can you help me for the other 5100 ?? Peter I'm sick I had to go to the doctor ... can you talk to the casino ?? At least half of it is my money that I won ... after that cancellation my problems started. Thanks

Peter i 400 me li hanno dati...puoi aiutarmi per gli altri 5100?? Peter sto male sono dovuto andare dal medico...puoi parlare col casino?? Almeno la meta ' sono soldi miei che ho vinto...dopo quella cancellazione sono iniziati i miei problemi. Grazie

Hi Gianluca,

Sorry for the delay, many people are on holiday now. We reviewed the phone calls with the casino. We agree with you, if you never bet over 30% of your deposit (€45), the casino should pay you. The €40 + €20 insurance can't be considered one single bet. I contacted the casino again, at first the casino rep said they would look into the matter, but stopped responding. Have you contacted the Curacao gaming authority? I tried to send a message on their website and it worked normally. 

Yes peter I emailed the game authority ... but at the moment no answer ... I also put a lawyer who will send a letter in default. .please if you can try contacting the casino again i'm terrible

Si peter ho mandato email all'autorità del gioco...ma al momento nessuna risposta...ho messo anche avvocato che mandera 'lettera messa in mora. .per favore se puoi riprovare a contattare il casino ' sto malissimo

Please if you can contact again to mediate .... these ki are ruining ...

Per favore se puoi ricontattare per fare una mediazione....questi ki stanno rovinando...

Peter please if you can insist .... it's my money ... it isn't fair that they don't pay me ... at least another 3000 euros can you try a bargain ??

Peter per favore se puoi insistere ....sono soldi miei  ...nn e ' giusto che non mi pagano...almeno altri 3000 euro puoi provare una contrattazione??

Peter novita?

Peter hello news?

Peter ciao novità?

Hi did they answer peter? Have you found a solution?

Ciao hanno risposto peter? Hai trovato una soluzione?

Peter is there any news? I am increasingly desperate

Peter ci sono novità? Sono sempre più disperato

Peter are you there? I am desperate

Peter ci sei  ? Sono disperato

Hi Gianluca,

Sorry for the late reply. I understand your frustration. I contacted the casino again and also the gaming authority. Unfortunately, I can't get them to pay you your winnings if they don't cooperate. Only a gaming authority has the competence to make a casino pay the player's winnings. Let's wait until Tuesday. If the casino don't react until then, I will close the complaint as unresolved and it will affect its rating significantly. The casino seems to care about their reputation, so this could help to change their approach.  

Thanks peter you are an exceptional person. Hopefully well I am whipped a lot. We hope for a cooperation or that they contact me to pay me thank you very much

Grazie peter sei una persona eccezionale. Si speriamo bene sono frustato tantissimo. Speriamo in una cooperazione o che mi contattano per pagarmi grazie mille

Peter, if you make me recover my money, I will be very grateful to you. I ask you to contact monica who is the one who blocked my account and to try to get you the remaining 5100 euros ... she opens my account and puts them on paper and we solve ... peter help me please have ruined me ... I will give you a nice reward peter

Peter se mi fai recuperare i miei soldi te ne sarò molto riconoscente.  Io ti chiedo di contattare monica che è colei che mi ha bloccato il conto e di provare a farti dare i restanti 5100 euro ...mi apre il conto e me li mette sulla carta e risolviamo...peter aiutami per favore mi hanno rovinato...ti darò una bella ricompensa peter

Then I wanted to ask you did you contact the gaming authority? What did they say?

Poi volevo chiederti hai contattato l l'autorità di gioco? Cosa hanno detto?

Hi gianluca

We have investigated your concerns and here are our findings:

On the 29th of November 2019, you were informed that your withdrawal request of €6000 was cancelled due to irregular play.

The terms and conditions of the casino are presented to all players before they created an account at the casino and it explicitly informs the players of the following:

"If you do not agree with any of the terms of this Agreement, do not click "I agree", do not continue to use the website, download, install or otherwise use the software, and remove the software from your computer."

Once a player clicked "I AGREE" it signifies that they understood the terms and agreed to abide the rules of the casino.

Rules are commonplace in the industry. At our casino, we make a point of having the rules in plain sight. Some feel that our terms do not fit their play and decide not to play or create an account. In your case, you made the active choice to play.

Your winnings were voided as you have broken the terms and conditions of the casino "Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus." Your deposit in play was €150 and therefore you are not allowed to place bets equal or more than €45. Your gameplay shows that you made bets ranging from €47 to €100, on blackjack and sports bet.

On 14th December 2019, in light of your complaint the casino had offered you €400 as a goodwill gesture and the closure of this case. On the very same day, you’ve cancelled the pending withdrawal of €400, played and lost. Thereafter, you proceeded to reopen the case despite your agreement. Again, as a goodwill gesture, the casino has refunded you €400.

Please be advised that you are welcome to send the complaint for review to our regulating authority and we will be providing the same information with evidence.

Kind regards

WhiteLion Bets Casino

Peter all false or almost all false ... first of all for sports betting nn "the betting limit as repeatedly confirmed by them in chat .... and here too I have saved everything. Then the chronology I already saved .. .and as I shot there is only one bet contested by them .... i.e. the one I shot there .... i.e. bet 40 .... then the dealer pulls ace and I make insurance 20 .... so primary bet euro 40 ... as also already controlled by you peter ... it is true that they gave me as compensation 900 euro and I accepted ... but peter I sent you the recordings ... telephone .... they shouted and threatened or take these or nothing ??? Is that normal? ... they seem threatening to me .... then after I accepted the lawyer I had addressed ... an Italian lawyer of the euroconsumers association after the checks said that I was screwed ... because my games including the contested one was regular .... and even if it had been irregular he told me that those terms and co nditions are irregular because they do not protect the players ...

Peter tutto falso o quasi tutto falso...innanzitutto per le scommesse sportive nn c e " il limite di puntata come più volte ribadido da loro in chat....e anche qui ho tutto salvato.poi la cronologia da me già salvata...e come vi ho girato c e' solo una puntata da loro contestata ....cioè quella che vi ho girato ....cioè puntata 40 ....poi il banco tira asso ed io faccio assicurazione 20....quindi puntata primaria euro 40...come anche già controllata da te peter...è vero che mi hanno dato come risarcimento 900 euro ed ho accettato...ma peter ti ho mandato le registrazioni...telefoniche....gridavano e minacciavano o prendi questi o niente??? È normale ?...a me mi sembrano minaccie....poi dopo che ho accettato l'avvocato che mi ero rivolto...un avvocato italiano dell associazione euroconsumatori dopo le verifiche   mi ha detto che sono stato fregato...perché le mie giocate compresa quella contestata era regolare....ed anche se fosse stata irregolare mi ha detto che quei termini e condizioni sono irregolari poiche ' nn tutelano i giocatori...