Lord of the Spins Casino - プレイヤーの賞金はキャンセルされました。

I have just had a call from Lord of Spins casino saying that I broke one of their terms and conditions on betting rules,

9.3.1 placing bets or purchasing in game features including but not limited to free spins equal with the "total value" greater than or equal to 30% of the smallest deposit in play.

Apparently this was done on a game called Take Santa's Shop. Which allows you to purchase 7 free spins for 54 euros, so if you win some money you are not allowed to purchase the bonus??? There is absolutely no warning before purchasing the spins about any potential rule break? I feel this is surely not allowed as its unfair towards the player? Also Apparently this occurred on the 24th February and there was absolutely no mention to me about it and they have allowed me to continue to deposit and add to the winnings right up until I withdrew yesterday! I'm still not sure on how I broke the term mentioned above but I am now absolutely distraught as I have continued to deposit because of the winnings a had coming. I feel like I have genuinely been robbed and I'm sick with worry.

Dear ShaunButler,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.lordofthespins.com/general-terms-conditions/?lang=en:

"Betting rules

9.2. The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play or additional betting rules described in Terms & Conditions.

9.3. "Irregular play" includes, inter alia:

9.3.1. Placing bets or Purchasing in-game features including but not limited to free spins equal with the "total value" greater than or equal to 30% (thirty percent) of the smallest deposit in play."

Could you please confirm that you haven’t activated any bonus when depositing funds into your account and advise how much was your last deposit? Thank you in advance for your reply.

Best regards,

Petronela

Hi they have offered me a payment of 2000 euros which I have accepted

Thank you very much, ShaunButler, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes its resolved

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, ShaunButler, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru