I created my account some time ago, and made a deposit on 5/08, deposit with bonus. and now i'm trying to cash out but i can't, apparently the games i played couldn't be played with bonus.

according to the casino: you played in a table game.

but in the T&C it just says it can't be played in the "table games" section, which I respected! detail: this is only in the terms in English, because the terms in Portuguese several paragraphs do not exist, but that's ok.

the game was found in the slots session, I spent several days playing it. and wagering requirements have been lowered based on wagers on that game, which makes it believe the game is eligible to play with a bonus.

besides the T&C not specifying what a board game is! and in my view the game does not seem to be a table game, the game description does not say anything, neither in the manual or rules!

the game is 100bitdice, detail: I believe that only 80% was made with it.

and now I'm here, I can't get it! I have to bet approximately 15000eur (100% of the bonus), and I already lost approximately 250eur. I deposited 495eur. and I currently have 719eur.

Dear william3,

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. 

I checked the casino's website and promotional terms and I didn't find the game you specified in your complaint, but in the terms and conditions I found this:

6. This bonus can be used in the casino, but it cannot be used in the live casino and sports betting. If used, all winnings will be seized. Bonus purchase slot games are excluded from the promotion and do not contribute to wagering.

10.  Table games do not contribute towards the wagering requirements of the bonus.

The list of restricted games is also present.

Could you please send me your correspondence with the casino regarding the issue? My email is [email protected]

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

Hi, I sent it to your email

Thanks for your message, I apologize for the delay.

I checked the casino website but I wasn't able to locate the game 100 Bit Dice.

Could you please send a screenshot showing where the game is located from your point of view if possible?

I'll await your reply.

the game has been removed, probably because of this problem

Thank you very much, william3, 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.  

Hello there,

Thank you william3 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LiliBet Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear Peter,

Thank you for bringing this matter to our attention. We appreciate your feedback and would like to provide you with some information to address your concerns.

We want to clarify that "100 Bit Dice" is indeed officially categorized as a Table Game by the game provider. This categorization is supported by information found on the official game page. We understand that this classification might differ from what you expect from a table game, but it aligns with the provider's assessment of the game's characteristics.

Furthermore, we would like to inform you that, as a policy, all table games are excluded from the bonus wagering requirements. This policy is consistent with industry standards and ensures that the terms and conditions of our bonuses are fair and transparent for all players.

We do offer various slots and table games and they can be found in a Casino section.

We hope this brought clarity to the situation

Best regards

Lilibet Team

Thank you LiliBet Casino for the update. I'd like to ask if it could be clarified if there were any funds removed or if only the wagering in "100 Bit Dice" didn't contribute towards the wagering requirements of the bonus.

Thank you in advance!

Dear Peter,

Thank you for your response.

We can confirm that no funds were removed from the player's account. Only wagering from the game "100 Bit Dice" did not contribute towards the wagering of the bonus.

Furthermore, it's great to know that the player was informed of the remaining wagering requirements via email, as clear communication is essential in these situations.

We hope this brought clarity to the situation

Best regards

Lilibet Team

Dear LiliBet Casino Team, thank you for the clarification. I have checked the site of the "100 Bit Dice" game provider and it is in fact listed as a table game. As there have been no funds confiscated as a result of playing the game and only the wagering did not contribute to the wagering requirements of the bonus we believe that the rules have been applied fairly.

Dear william3, you will need to wager the bonus in the games allowed by the bonus terms and conditions. This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.