I registered at Lilibet Casino and claimed the welcome bonus as a new player, following all stated terms and conditions. After playing and winning €11,534, the casino confiscated my winnings, citing a violation of T&C 3.1.8, which limits bets to 5 EUR per spin for reload bonuses.

However, their own terms clearly differentiate the welcome bonus from a reload bonus. The welcome bonus is specifically for new players, while reload bonuses apply to existing players making subsequent deposits. Despite this, the casino is now claiming that the welcome bonus is considered a reload bonus, which contradicts their published terms.

I believe this is an unfair interpretation and request that the casino reinstates my winnings, as I adhered to the rules for the welcome bonus. The casino has offered to refund my deposit or provide another bonus but has not addressed the conflicting terms.

I am seeking assistance in resolving this issue and ensuring fair treatment based on the stated terms and conditions.

Live Chat

You confiscate winning?

Hey

9:27 PM

L

Unfortunately, it is so, Phothirat.

Live Chat

??

how come

L

We've sent you an e-mail regarding this have you managed to check it out?

Live Chat

Yes

it no correct

L

How do you mean?

Live Chat

The maximum bet amount per spin for reload bonuses is 5 EUR

The maximum bet amount per spin for RELOAD bonuses is 5 EUR

9:28 PM

RELOAD

L

Yes.

Live Chat

Was this a reload?

And you've been playing with 20 EUR per spin.

L

Any bonus that is based on your deposits.

Live Chat

Sorry where does it say that?

9:29 PM

L

I.e. any bonus that gives you a percentage bonus amount.

Live Chat

https://lilibet.com/promotions/api/details?id=2370

L

This has been the case always.

Live Chat

3.1.8. The maximum bet amount per spin for reload bonuses is 5 EUR or equivalent (5 USD, 7 CAD, 7 AUD, 7 NZD, 25 PLN, 500 INR).

Please, check point 3.1.8 of our terms and conditions.

9:30 PM

L

Yes, exactly.

Live Chat

it say RELOAD bonuses

I used a signup bonus

L

The welcome bonus is a reload bonus.

Live Chat

not a reload

huh?

welcome bonus is welcome

reload bonus is reload

this is not correct.

If you'd like we can add the bonus amount once more to your account and you can play it again as per the rules.

9:31 PM

L

Or alternatively, we can refund your deposit.

Live Chat

I want my winnings

cause this is not fair

it clearly say reload bonuses

L

Unfortunately, this cannot be done as per our terms and conditions.

Live Chat

reload bonsues

are diffirent

that is bonuses you can get after your registration

Welcome bonus

9:32 PM

is when you just register

L

The welcome bonus is considered a reload bonus, every bonus that matches your deposit amount is a reload bonus.

Live Chat

where does it say that in the term

L

This is a standard practice.

Live Chat

9:33 PM

It's a contractdiction in terms

9:35 PM

I was playing with the welcome bonus, which, according to your own terms, does not fall under the category of a reload bonus.

L

There are no "welcome bonus" specific terms.

Live Chat

The distinction between these two types of bonuses is crucial and was evident in your promotional materials and the terms and conditions presented to me.

L

Can you find any specific terms for a "welcome" bonus on our terms?

Live Chat

https://lilibet.com/promotions/api/details?id=2370

9:36 PM

L

That is exactly it a marketing naming of said bonus.

Live Chat

i use google translate

Please, check the last point of the link you've provided me.

9:37 PM

L

15. The Bonus General Terms and Conditions apply for this promotion, for more information, please click here.

Live Chat

Yes it say RELOAD bonuses

this is not a reload

This is semantics at this point.

Like we mentioned any Deposit matching bonus is a reload bonus.

9:38 PM

However, their own terms clearly differentiate the welcome bonus from a reload bonus. The welcome bonus is specifically for new players, while reload bonuses apply to existing players making subsequent deposits.

The terms of the "welcome bonus" specify that all terms apply as per the general terms.

And the general terms specify that the maximum bet amount is 5 EUR.

There is no such distinction, Phothirat.

9:39 PM

Where does it say it's 5 euro?

If you find it outside of the marketing material i.e. our terms and conditions, we'd be happy to obligate.

it say for reload bonuses

not for welcome bonuses

i will file a complaint with a third party

It says it in the general terms, which term 15 of the Welcome bonus redirects you to.

You are free to do so.

9:40 PM

As it is your right.

At this time this is what we can offer you:

1. We can re-add the bonus and you can continue playing up to 5 EUR a spin.

2. We can refund your deposit.

Dear phothira,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LiliBet Casino.

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

Has the casino at this point returned your deposit or readded the bonus, please?

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

Dear phothira,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The balance of 11,934.00 EUR has been removed and replaced with 400.00 EUR which is my original deposited amount.

I also found back my chat session with the casino where I ask before registration if there's a max bet size with there welcome bonus.

They confirm there's no max bet size with the welcome bonus:

??

Thank you very much, phothira, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([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.  

Hi phothira,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite LiliBet Casino to the conversation to participate in the resolution of this complaint.

Dear Peter and phothira,

Thank you for reaching out to us regarding your recent winnings and the use of your bonus.

I understand your concern about the bonus mechanics, and I’d like to clarify the situation based on our terms and conditions. The bonus you received, while being a welcome bonus on your first deposit, functions similarly to a reload bonus in its structure. This is because, as with reload bonuses, it was added to your deposit and is subject to the same terms.

In this case, as stated in the bonus terms and conditions, there is a maximum stake limit of 5 euros per bet when playing with an active bonus. Unfortunately, it appears that you placed bets exceeding this limit, which led to the deduction of your winnings.

If you have any further questions or concerns, please don't hesitate to contact us. We value your experience and appreciate your understanding.

Best regards,

Lilibet team

Your terms are stating a maximum bet size on a RELOAD bonus and there's no further mentioning of the welcome bonus.

Also your chat support agent confirmed that there's NO maximum bet size on the welcome bonus (see again screenshots of the chat conversation attached).

Hi all,

Thank you for your replies.

Dear Lilibet Casino team,

Reload bonus and welcome bonus are two different things. Your terms even state the following: All reload bonuses "(deposit bonuses beyond the welcome bonus have a withdrawal limit of 10x the bonus amount)". This clearly highlights the difference. I reviewed the casino's bonus T&Cs. I reviewed the casino's bonus terms and conditions and found no mention of a maximum bet for the welcome offer. Additionally, your casino support confirmed to the player in chat that there is no maximum bet, (even though it looks like they had no idea what the question was about). Based on these facts, the player must get paid in full to resolve the complaint.

Dear Peter and phothira,

We have carefully reviewed your case, and we appreciate the opportunity to clarify the situation.

Upon further investigation, we can confirm that before registering, you inquired about the welcome bonus. While we truly value your interest, it is important to note that, as per our Terms and Conditions, players residing in Thailand are not eligible for this specific welcome offer. This rule is in place to ensure fairness and transparency for all our players.

Publicly available on our page:

13. Users registered from the following countries are not eligible for the promotion: Finland, India, Bangladesh, Thailand, South Korea, Albania, Algeria, Armenia, Egypt, Kazakhstan, Pakistan, Vietnam.

Additionally, all bonuses on our platform are subject to a maximum stake limit of €5, which applies to any active bonus. This is also stated in our Terms and Conditions to maintain consistency across our promotions.

As your account is registered in Thailand, the exclusion from the welcome bonus applies, and consequently, all winnings associated with this bonus were deducted. However, we have refunded your deposit in full to your account.

We also want to assure you that we’ve taken note of your feedback and have applied measures to prevent similar issues from arising in the future.

Best regards,

Lilibet team

During registration support manually activated my account and I also have been given the bonus.

No you come back to me saying the country I play from is not eligible for the bonus...how is it then even possible that the bonus has been given to me?

Next to that...after my winnings were taking from me I got offered the option to play again with the bonus and then use 5EUR bet size spins to see if I can win:

Unfortunately, you placed bets of 20 EUR per spin, which is above the allowed limit. As a result, an amount of 11,534.00 EUR has been removed from your account in accordance with our terms and conditions.

However, we’d like to offer you two options:

1. You can receive another bonus and play by the rules this time, adhering to the maximum bet limit.
2. Alternatively, we can refund your deposit.

Please let us know how you would like to proceed, and we’ll be happy to assist.

If I would have taken the option to play again with the bonus and I would win again......I would get to hear that I'm from Thailand so you take again away the winnings ????

For me it is clear that a lot of errors have been made by the casino for which I as being the player now has to suffer.

You should pay my winnings and amend your casino system errors so no other players will suffer the same issue.

Sorry your staff manual verified my account and added the bonus for me.

I got all the chat history from this.

What else can I do then listen from the support.

Also you trying to offer me a new bonus again. So what is the point of bringing this up now?

Hi all,

Thank you for your replies.

Dear Lilibet Casino team,

I'm afraid we can't accept just a refund of the player's deposit. If you granted the player the bonus, you should also honor their winnings. Additionally, the Bonus T&Cs are very confusing and messy and the support has no idea what a maximum bet is. Overall this is a very bad user experience. The player will have to get paid in full, otherwise the complaint will become unresolved.

Dear Peter,

As previously mentioned, the player contacted us before creating an account to inquire about the welcome bonus. At that time, we were unaware that the player was from a region ineligible for the bonus according to our terms.

Upon reviewing our logs and conversations, we can confirm two key points.

Firstly, we did not manually credit the bonus. The player independently claimed the bonus directly from the website, despite the terms and conditions, including regional restrictions, being clearly visible.

Secondly, there was no interaction with us between the player’s deposit and the process of claiming the bonus.

The player made a successful deposit on 09/12/2024 at 11:40:11 AM and claimed the bonus a few seconds later, at 11:40:56 AM.

To prevent this from recurring, we have implemented additional measures to ensure that customers from excluded regions cannot activate or claim the welcome bonus.

We are unable to offer a refund and stand by our final decision: only the deposited amount will be reinstated, which the player may either use for our services or withdraw.

Thank you for your understanding.

Sincerely,

The Lilibet Team

Thank you Lilibet Casino team for your reply. Unfortunately, we can't accept your decision for the reason stated above.

Dear phothira,

I’m afraid I won't be able to convince the casino to pay you your winnings. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Antillephone Gaming Authority (http://www.kpvfaw.com/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

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.