LiveBet Casino - プレイヤーの賞金は没収されました。

I deposited and played at this site for a while. Everything was normal, and I managed to increase my balance somewhat.

However, when I tried to make a withdrawal, they told me my funds were confiscated "due to the following terms of our Terms & Conditions".

Then they listed a long list of terms and conditions. I didn't recognize anything I was guilty of, so I asked them to specify which term and provide at least ONE example.

After repeated attempts, as showed in the attached document, they still denied to provide anything specific at all, so I suspect the vague list of terms are just being used as an excuse to deny fortunate customers their honest winnings.

Dear jochez,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LiveBet Casino. Unfortunately, the specific terms and conditions, nor any other document wasn't attached in your first post.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please specify what were the accusations of the casino? Did you achieve your winnings with an active bonus or a casino promotion? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Seems like my attachment didn't upload. But here is the entire quoted email. It is very unspecific to say the least. Since I didn't recognize any of them, I asked them repeatedly to at least specify or provide examples of what was supposedly the accusation. But they didn't, and kept replying in the most vague, generic terms possible.

I am very sorry, but the screenshot is too low-resolution, so I can't read it.

I apologize for the inconvenience, but before we proceed, please forward the email you received from the casino to my email address at tomas@casino.guru

Also, could you please explain if you accumulate your win with an active bonus or a promotion? Have you completed the account KYC verification?

I'll await your reply.

Yes, sorry. The resolution turned out lower than I had thought. I have forwarded everything to you now.

Yes, I got plenty of emails and texts about reload bonuses from this casino. I chose one of them, wagered it through, played some more, and then attempted a withdrawal.

I have completed a thorough KYC, including ID, address and phone number verification.

Thank you very much, jochez, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear jochez,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a LiveBet Casino representative to join this conversation and participate in resolving this complaint.

Dear LiveBet Casino,

Could you please state why the player's winnings were confiscated?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the 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 may negatively affect its rating.

Dear jochez,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru