About a week ago, I deposited 200 euros with a 75 percent bonus at the Blacklion Casino.

This bonus I was able to locate and activate in the cashier section.

After wagering the bonus, I was able to request a withdrawal of 1970 euros.

Yesterday, I received the following email:

Dear Jorg,

I hope this message finds you well.

We regret to inform you that your winnings have been forfeited due to detected bonus abuse in your account. Upon careful review of your gaming activities, we found that bonuses were activated in an incorrect order, violating our terms and conditions. This action is considered a breach of our terms and constitutes bonus abuse.

As a result, your playing privileges have been suspended, and your winnings have been forfeited. However, your balance has been returned to your account.

We take bonus abuse seriously to ensure fairness and integrity for all players. If you have any questions or would like to discuss this matter further, please don't hesitate to contact our support team.

Thank you for your understanding.

Best regards,

Black Lion Casino.

My withdrawal was cancelled and I received a refund of my 200 euro deposit.

I don't understand the casino's decision.

I adhered to all the bonus conditions.

I am fully verified and this was not my first withdrawal

ich habe vor circa 1 woche im blacklion casino 200 euro mit einen 75 protzent bonus eingezahlt.

diesen bonus konnte ich im cashier finden und aktivieren.

nachdem ich den bonus umgesetzt hatte konnte ich 1970 euro zur auszahlung beantragen.

gestern erhielt ich dann folgende email:

Dear Jorg,

I hope this message finds you well.

We regret to inform you that your winnings have been forfeited due to detected bonus abuse in your account. Upon careful review of your gaming activities, we found that bonuses were activated in an incorrect order, violating our terms and conditions. This action is considered a breach of our terms and constitutes bonus abuse.

As a result, your playing privileges have been suspended, and your winnings have been forfeited. However, your balance has been returned to your account.

We take bonus abuse seriously to ensure fairness and integrity for all players. If you have any questions or would like to discuss this matter further, please don't hesitate to contact our support team.

Thank you for your understanding.

Best regards,

Black Lion Casino.

meine auszahlung wurde storniert und ich habe meine einzahlung von 200 euro zurück bekommen.

ich kann die entscheidung des casinos nicht nachvollziehen.

ich habe mich an alle bonubedingungen gehalten.

ich bin vollst?ndig verifiziert und es war nicht meine erste auszahlung

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the refund has already been processed?

Did the casino provide any further details regarding the bonus abuse? If there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.

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,

Kristina

I received my 200 euro deposit back and the winnings of 1970 euros were canceled.

These 200 euros are still in my casino account.

The casino has not provided any further details regarding bonus abuse

ich habe meine 200 euro einzahlung zurück erhalten und der der gewinn von 1970 euro wurde storniert.

diese 200 euro befinden sich noch in meinen casino konto.

das casino hat keine weiteren einzelheiten zum bonusmissbrauch angegeben

Thank you very much, fowi30, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) 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.  

Hello, fowi30,

I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Black Lion Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the user's disputed winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Can you also clarify the part stating that bonuses were activated in an incorrect order? If he claimed the bonus(es) in his cashier, where it was available like this, how did he breach the rules or why does the casino allow it like that if it later confiscates winnings for that and considers it a violation?

Feel free to send the necessary evidence to my email address ([email protected]).

Thank you in advance for providing the information.

Dear fowi30,

Just letting you know that there is an ongoing communication between me and the casino outside of the thread, and I am waiting for additional details.

Once I have any news or an update, I will inform you or the casino will reply directly here.

Thank you for your patience and understanding.

Dear fowi30,

After gathering all the necessary information, we are closing this complaint as unjustified.

The casino's Welcome Bonus offer and its conditions and order of the particular deposit bonuses are clearly available to all the players publicly on the casino website. In addition, they are claimable by using bonus codes shown in the same action, with an additional note about the order of the bonuses and a link to bonus terms.

Although it is not 100% user-friendly that the casino's system allows claiming bonus codes like this, it does not make sense to do it, and it is clearly described and explained in the same section as the codes are placed. Also, considering the particular bonuses, you gained an unfair advantage by using the third (better conditions) with the first deposit, so you should not have been allowed to use the second deposit bonus, from which you won.

Since your deposit was returned to you, the casino has no further obligations towards you.

The casino acted correctly and in accordance with its terms and conditions. We accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at [email protected].

Thank you very much, Black Lion Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, www.kpvfaw.com