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I've played at the casino several times and had a few payouts as well. On my last withdrawal, the casino only paid part of it and then blocked my account. You wrote something about "cheating evidence" but I don't understand what that means. I hope you can help me.

Ich habe mehrmals im Casino gespielt und hab auch ein paar Auszahlungen gehabt. Bei meiner letzten Auszahlung hat das Casino nur einen Teil gezahlt und danach mein Konto gesperrt. Sie haben etwas von "cheating evidence" geschrieben aber ich verstehe nicht was damit gemeint ist. Ich hoffe Sie können mir helfen.

Dear Selmina,

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. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

No, I registered an account in 2019 and since I also had a few payouts I can claim that my account was verified. Last time I played Jackpot 6000 and Macau High Roller. I'll forward you some emails.

Nein Konto habe ich noch 2019 registriert und da ich auch ein paar Auszahlungen hatte kann ich behaupten, dass mein Konto verifiziert war. Letztes mal habe ich Jackpot 6000 und Macau High Roller gespielt. Ich werde Ihnen ein paar Emails weiterleiten.

Thank you very much, Selmina, for the forwarded email. Could you please advise if your last requested withdrawal has been processed in full? Were those winnings accumulated with or without an active bonus?

I played with bonus. Casino paid me 2000 EUR and after that my account got blocked. But I still had 698 EUR in my account.

Ich habe mit Bonus gespielt. Casino hat mir 2000 EUR ausgezahlt und danach wurde mein Konto gesperrt. Ich hatte aber noch 698 EUR auf dem Konto.

Could you please which exact bonus you have redeemed and how much was your deposit when you did? Thank you. Meanwhile, I have checked the general bonus rules and this is what I found:

"- Reload Bonuses:

...

- Casino: wagering x30 for the bonus amount received, maximum withdrawal amount: 30x the amount of bonus

*Welcome Deposit Bonuses: maximum withdrawal amount: 10x the amount of deposit which the bonus was claimed to"

I deposited 200 EUR and the bonus was 100 EUR.

Ich habe 200 EUR eingezahlt und der Bonus war 100 EUR.

Could you please forward a screenshot of your bonus history? Thank you.

Unfortunately I can't because my account has been blocked.

Das kann ich leider nicht, weil mein Konto gesperrt wurde.

Would you agree that the redeemed bonus was Welcome bonus with the maximum cashout of "10x the amount of deposit which the bonus was claimed to"?

This was not a welcome bonus but a weekend bonus. I played at the casino quite often.

Das war kein Willkommensbonus sondern ein Weekendsbonus. Ich habe ziemlich oft im Casino gespielt.

Thank you very much, Selmina, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, Selmina,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite LiliBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear LiliBet Casino Team,

could you please state the reason why the player's account was terminated and part of the balance confiscated? Can you please explain to us the situation from your point of view? If there is any available evidence of breaching the casino's terms and conditions, can you provide us with the necessary documents/data? Can you specify which of the rules were breached or applied?

You can share the data by providing it directly here, with your reply, or by sending them to my email address branislav.b@casino.guru. Please note any sensitive data are not visible to the public.

Thank you in advance for providing the information.

We would like to ask LiliBet Casino Team 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 will have a negative impact on the casino's rating.

Hello Selmina,

First of all, we are sorry for this experience you had. We talked with support team and customer support will contact you soon regarding this matter.

Please keep us informed of developments. We’ll be waiting to hear from you.

Kind regards,

Lilibet Team

Support team contacted me a few days ago and I submitted all requested documents. I also received confirmation that my account was verified. Need something else?

 Support-Team hat mich bereist vor ein paar Tagen kontaktiert und ich habe alle angeforderten Unterlagen eingereicht. Ich habe auch eine Bestätigung erhalten, dass mein Konto bestätigt wurde. Brauchen Sie noch etwas?

Greetings all,

Thank you, Lilibet Team, for your reply and the information.

Dear Selmina,

Did you try to log into your account? Is your balance of €698 available? Are you able to request a withdrawal for the remaining balance? Do you plan to withdraw this balance or continue playing in the casino?

Yes, my credit is available again. I'm trying to withdraw the money now.

Ja, mein Guthaben ist wieder verfügbar. Ich versuche jetzt das Geld auszuzahlen.

Should I leave this complaint open and wait for your successful withdrawal, or can I consider the complaint resolved? The main issue was a blocked account.

I received the money. So it's done. Thanks

Ich habe das Geld erhalten. Es ist also erledigt. Danke

Thank you, Selmina, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you, too, Lilibet Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru