I made a deposit, claimed a bonus, casino happily provided it and few days after I won casino decided to exclude Germany from promotions. I made a deposit on 18.09 and on 23.09 casino confiscated the win. Casino changed their terms after I played with bonus! They can't just change the terms retroactively!!!

Dear Laura,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://www.lilibet.com/page/terms-conditions#Bonuses:

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

Was this your first redeemed bonus in this casino? Could you please advise how did you find out that the terms have been updated? Have you redeemed bonus inside your account manually or it has been activated automatically when depositing funds?

If there’s any relevant communication, please forward it to [email protected]. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi there!

Before bonus had been claimed in this casino I carefully read the terms and conditions and on the 18.09 the Germany was not in a list of restricted countries. As I understand the casino might change the terms and conditions in any moment they want but these changes should be applied on the further bonuses. The casino confiscated my winnings and in a private message just referring to that rule. I kindly ask you to request a date when they applied their changes to their terms.

Thank you very much, Laura, for your reply. We will contact the casino and ask for their standpoint, but before we do so, could you please advise if you have redeemed bonus inside your account manually or it has been activated automatically when depositing funds?

The bonus in this casino always need to be redeemed manually after a deposit was made. You make a deposit, choose an appropriate bonus in the promotions and redeem it manually.

Thank you very much, Laura, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Hello Laura.

I am very sorry to hear about your troubles.

If the casino truly changed the bonus terms only after you won they should pay you the winnings, of course.

I would like to invite casino representatives into the discussion.

Please explain to us whats happened and when did you change the terms.

Dear Laura,

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

Unfortunately, your email address was added to mass email campaign and after that our Customer Support gave you the bonus for which you were not eligible.

After you have requested a withdrawal, the payments team checked your account and noticed that the following section of our general Terms and Conditions 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

Dear LiliBet Casino representatives, based on our fair gambling codex:

http://www.kpvfaw.com/fair-gambling-codex-for-casinos#restricted-bonuses

We believe that casinos should be equipped to only give out bonuses to eligible players. If the casino is not equipped, it should let players withdraw their winnings even if they are from a country that is restricted for bonuses. In other words, once a player gets a bonus, a casino shouldn't take it away from them or confiscate any winnings that originated from that bonus (unless some other rules have been broken).

Please consider this as an alternative. We are in this case on side of the player.

Dear Matej,

Thank you for the suggestion that you have offered, but we have our own T&C and we will follow them.

As we already mentioned misleading has happened because of a human mistake of Customer Support, but it's customers responsibility to be aware of our bonus general T&C and not to violated them.

Our decision on this case is final.

Best regards,

Lilibet Casino

Hello Matej! As you can see casino realizes that they have made a mistake, nevertheless they refuse to solve it fairly. I am asking you to lower casino's rating.

Moreover, casino excluded Germany AFTER I received and played with bonus. I will make sure to contact other affiliates to let them know about casino's actions.

Hello Laura.

We are on your side in this case. 

The logic here is simple: 

Casino made a mistake and sent promotion of their bonuses to the wrong player. 

If the player wins - casino void the winnings but if the player loses casino keeps the money. 

By our logic: Laura was lured into the promotion, where she had a 0% chance to win something. (from bonus) If the email was sent from third party website, then we can understand the situation, but this email was sent to her directly from the casino. She assumed that she is eligible for this promotion when casino sent it. We don't believe that players should each time before they want to play read the full terms and conditions. The casino made a mistake, and the correct way how to proceed is to pay Laura's winnings.

By casino logic:

If they send by mistake a huge promotional campaign to all players from restricted countries and these players come and play in their casino, they don't need to pay them winnings because it is players obligation to read the terms. We can call it - fake promotion. 

Because of this logic, we believe that the casino should pay Laura the winnings.

We are asking LiliBet Casino to do what is right, or we close this complaint as unresolved. (justified complaint)

We would like to ask the 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’.

We would like to ask the 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’.

I am very sorry, Laura.

As we wrote above, we believe that situation like this should be handled differently. Therefore we decided to close this complaint as unresolved and with classification "Against Fair Gambling Codex."

I am very sorry, Laura, that we cannot help you more.

As the casino changed ownership and has been operated by a different company, I am updating this complaint classification as this new company does not carry the responsibility of the actions of the previous owner.