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Black Label Casino - Non full payment of winnings

Ruling

Found for the Player - Our understanding is that imposing maximum bet terms on non-bonus play breaches EU consumer law, but having discussed this issue with this group previously they will not change their position.

Read our Black Label Casino Review.

Player's Complaint

Hi. I won €26000 after depositing €6500 in one night (€14500 over 4 days) across 20-25 deposits in October. I have received €5000 in November & €5000 in December and haven’t deposited since. Today after waiting 2 weeks for my next €5000 they phone me up saying due to the t&cs on 13.3 i cannot receive any more payments but they will pay me €2000 as a gesture of goodwill. I have flat out refused this as it was never mentioned before and seems a way to just get out of payment me. I have said I would want at least half of this balance outstanding to cover all my deposits at the casino v withdrawals. Please can you advise what I should do?

Read the casino review

5 Responses

User icon
thepogg
January 15, 2022

Hi dell2016 - welcome to ThePOGG.com!

Specifically which section of term 13.3 did they say you had breached? Did you claim bonuses?

Thanks,

ThePOGG

User icon
dell2016
January 15, 2022

I believe it is sub section 3, it will be bullet point 1. No bonuses were claimed & the deposits were around €100-500 a time. I opened the account in January 2021 albeit didn’t play for a lot and picked it back up October. Didn’t claim any bonuses.

They sent me an email “agreement & removable of claims” and a gesture of goodwill of €2000 which I flat out refused, being €8000 down and owed close to €17000. I told them I would want details of their registered office and any licences held. It appears to me they are just getting out of paying me and had hoped I would gamble the winnings. I said it sounded like they just didn’t want to pay legitimate winnings.

Have you any advice/can contact them?

User icon
thepogg
January 15, 2022

Hi dell2016,

Unfortunately there is nothing we can do to help you in this instance. This group of operators apply maximum bet limits to non-bonus play. Our understanding is that this practice would be non-compliant with EU consumer law, but having discussed this issue on several occasions with this group I can say with confidence that they will not change their position.

Sorry we cannot be of more help.

ThePOGG

User icon
dell2016
January 16, 2022

And legally where do I stand do you know?

User icon
thepogg
January 17, 2022

Hi dell2016,

We are not aware of any player who has successfully managed to challenge a Curacao licensed operator via the court systems.

ThePOGG

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Agreement

dell2016 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Black Label
  • Prism Marketing

January 14, 2022

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