LiliBet Casino - Выигрыши бонуса за депозит игрока были аннулированы.

I played in casino more than a year ago but maybe you can still help me. So I  deposited in casino and a claimed a bonus, After I was lucky to win but casino decided to confiscate my win because my country was excluded from promotions. It was not excluded when I played and won so casino probably did it after and changed their terms. So it was unfair from casino to confiscate my win because the terms were not updated when I played.

Dear Macha,

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 (here). The only restriction related to Germany is for a specific game provider.

"2.4. Universal Monsters (Dracula, Creature from the Black Lagoon, Phantoms Curse and The Invisible Man) may only be played in the following territories:

Andorra, Austria, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Cyprus, Finland, Georgia, Germany, Greece, Hungary, Iceland, Ireland, Liechtenstein, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Russia, San Marino, Serbia, Slovakia, Slovenia, Turkey and Ukraine."

However, I would like to emphasize that in case the restricted countries are not mentioned in terms and conditions or hidden somewhere, the casino should pay the player. Especially, if the bonus has been offered to the player by the casino and not redeemed by the player. Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses."

Could you please forward any relevant communication to petronela.k@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Petronela

Sure, I have forwarded the email from casino to your address.

Thank you very much, Macha, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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.

Dear Macha!

From now on, I will take care of your complaint. I would like to invite representatives of LiliBet Casino into this complaint in order to help us with resolving the issue.

We would like to ask LiliBet 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 will have negative impact on the casino's rating.

Dear Macha,

We have reviewed your account, gaming activity, bonus activity and chats, and we have found that the misleading had happened.

Unfortunately, our Customer Support gave you the bonus for which you were not eligible at that time.

After you have requested a withdrawal, the payments team checked your account and noticed that the following section of our general Terms and Conditions (when you were an active player) was breached:

3.1.1. Customers from the following countries are excluded from our website's promotions: Finland, Germany, Slovakia, Hungary, Serbia, Croatia, Northern Macedonia.

Due to that your winnings were sized, your original deposit was returned to your balance and you were informed about the reason and offered to continue playing with your own funds in our casino or to request a withdrawal.

The customer support agents were warned, but we would like to bring to your attention that we are providing our bonuses under certain Terms and Conditions and it is customer’s responsibility to be aware of them.

Best regards,

Lilibet Casino

How come you allow people to play and give them a bonus to void it if they win because as you said "they were not eligible".

Dear Lilibet Casino,

Thank you for providing us with the information surrounding the player's winnings being voided.

We strongly believe if the bonus issued to the player, the respective winnings of the bonus should be payed to the player, regardless of the eligibility of the bonus. This is especially the point in this situation, as the player was awarded with the bonus by the staff of the casino directly, as we believe if the casino does not wish to award a specific player with the bonus, they should not do so. It is very hard for us to imagine checking the terms and conditions of the bonus after receiving it from live customer support, as it was described by you, from the player's perspective. You can read more on this topic in our Fair Gambling Codex.

With that being said, I would like to kindly ask the casino representatives to re-consider their decision within this situation, as in our eyes it is not the player's fault and the winnings were won fairly.

Dear Macha,

As there was no further reply to our last entry in this complaint by the casino representatives and the reasons already mentioned we are now closing this complaint as 'unresolved'. Unfortunately, the casino seems not to be willing to reconsider their position on the matter, therefore we are not able to further help you more.

You can submit the complaint to the casino's licensing authority, Antillephone Curaçao, if you'd need help with this process, please feel free to contact me via my email address: 'martin.d@casino.guru'.

Additionally, the casino can reopen the complaint at any time.