LiliBet Casino - プレイヤーの賞金は没収されました。

I played in casino in February 2020. Some time after I requested withdrawal I received an email that my account has been flagged by casino internal security system. As a result casino deducted my win from the balance and left only deposit amount. I would like to know why casino confiscated my win.

Hello Mull,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that this issue occurred last year? Have you accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Oh sorry, It was in February 2021. I saw my mistake only now. I think I played without the bonus but I can not tell you for sure now. I also sent you the email from casino. Let me know if you need anything else.

Thank you very much for your reply and email, Mull. Do I understand correctly that this is the only explanation that the casino has provided?

Yes, correct. And I don't understand that decision. I hope I can find out more with your help.

Thank you very much Mull for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Mull!

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 provide us with an explanation of the situation and participate on the resolution of the issue.

Hello Mull and Martin,

First of all, we are sorry for this experience you had. 

The technical team said that the balance has been added back to the account.

Kind Regards,

Lilibet Team

Hello Mull!

Thanks to the reply of LiliBet Team, your balance should be reinstated back to your account, I would like to ask you to confirm this information so we can close this complaint as 'resolved'.

Yes. I received the money.

Hello Mull!

Thank you for informing us with the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.