Lord of the Spins Casino - プレイヤーの賞金は無効になりました。

After making many €20 deposits (real money) i never ever from signing up with this site took advantage of any bonus amounts or free spins i finally reached a win totalling €200 but after waiting 10 days i received an emsil from the site support telling me my withdrawal was denied due to making bets of over 30% of the deposits made and all winnings would be confiscated how can they do this i contacted them by email challenging this and as yet i have had no reply

Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found:

"Betting rules

You must bet according to the specific rules of the game you are playing.

We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

"Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play."

I would like to warn you Patrick, there have been several similar complaints and they all ended up unresolved. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach.

Could you please forward any relevant communication to petronela.k@casino.guru? We will contact the casino and ask for their standpoint, right after your reply. Looking forward to hearing from you.

Best regards,

Petronela

I did not hold out much hope on having my complaint resolved this site should be closed hiw can they tell you how mich you are allowed to wager? When its your own money i have been through a few review websites and seems ev1 comes across the same problem whilst depositing and playing on this site they will take your money but do nit want to pay any back out i have never went back on the site to play and i warn others not to

Dear Patrick,

I fully understand your frustration. Could you please advise how you’d like to proceed? First option is for us to contact the casino. Unfortunately, the only thing that I can promise, is after their reply a decrease in casino’s rating. I don’t believe that they will change their mind or make an exception in this case.

Second option is to close this complaint as rejected and, if you wish to share your negative experience and make your opinion widely known, I’d recommend our Forum https://casino.guru/forum. Please let me know how you’d like to proceed. 

Hi once again thankyou for trying i take your suggestion with regards to my complaint and have it rehected as unresolved and then i will do as yiu suggest and place negative feedback to warn others about this site

Do I understand it correctly that you would like to proceed and contact the casino? 

No sorry i did not notice my spelling errors😟 i would like for you to close my complaint as unresolved...and i will take your suggestion about leaving negative feedback about "Lord of the spins" being a bad site to warn others of its unrealistic wagering policies

Sorry Patrick for a misunderstanding, if we closed this complaint now, it would be rejected without any effect on the casino’s rating. If you wish this complaint to be marked as ´unresolved´, we need to contact the casino.

I will now transfer your complaint to my colleague Viliam who will be at your assistance.

Hello Patrick

I looked at your complaint and will do my best to help you. I would like to invite Lord of the Spins Casino into this conversation. If you have some evidence of player’s irregular play, please send it to my email address: viliam.v@casino.guru. 

Thank you for bringing this matter to our attention. 

Please be advised that the player's winnings were voided due to irregular play.

The Casino also expects all potential players to read all the terms and conditions. Player’s winnings were voided for breaking the 30% Rule.

General Bonus Terms and Conditions:

"The casino reserves the right to remove winnings and withhold withdrawals where irregular play is evident. Irregular play is defined by the casino as one of the following. i. Using double up strategies like Martingale etc. ii. Placing zero, low margin or hedge betting are all defined as irregular betting for bonus play through requirements.

Irregular play may include, inter alia:

Placing bets equal to or greater than 30% of the value of the smallest deposit (or free bonus or cashback) credited to the player account."

In this case, the source of the winnings was a cash bonus ID 2142375 of 5 Euro and deposit ID 2222952 of 20 Euro.

Therefore, according to the Bonus Terms and Conditions of the Casino player is unable to bet more than or equal to 1.5 Euro.

According to the game-play, the player made 34 over-bets ranging from 1.5 to 2 Euro on the games Prosperity Tree and World Cup Fever- this is the reason why your winnings were voided.

Kind regards,

Lord of the Spins Casino

Dear Casino,

Please send us some relevant evidence that the player has made the mentioned over-bets to my email address: viliam.v@casino.guru. 

We would like to ask the Lord of the Spins Casino 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’.

The relevant gameplay was provided via email. Thanks

Dear Patrick,

Lord of the Spins Casino provided us with relevant evidence that you were placing bets higher than 30% of the value of the smallest deposit. Unfortunately I’ll be forced to reject this complaint as unjustified. Please, let me know if I can help you with anything else.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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.