Lord of the Spins Casino - Pelaajan voitot on takavarikoitu.

hello i've made a few deposits over the last week.... I ended up winning €2300. my bet size has only been €2 €3 Max now i've found out my withdrawal has been cancelled and they have taken away all my winnings..... please can you help me as I Dont know what else to do

Dear Jonathon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs. I didn’t come across any error you are describing, and I found this:

„Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met.

Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus. This max bet limit applies to all players even if no bonus is received, or if the Total Wager Requirement has been cleared."

Jonathon, before we contact the casino, could you please confirm, whether you played solely with your real money or you claimed some kind of bonus as well?

Please note that this casino has a very bad reputation, but we will try our best to help you.

Thank you in advance for your reply.

Best regards,

Kristina

I played solely with real money... they said I had gone over the betting amount of 30% . but that was because one game allowed you to buy a feature option of €18 but the actually stake of the bonus remained at €0.30... they speak about being a loyal customer which I have been i've deposited a fair amount but only when I win something half decent they take it all off you. so i've never ever taken a deposit bonus. i've only ever played with what I deposited.

I hope this information helps

this was the email I sent to lord of the spins...

hello..

it's because I was really annoyed the fact i've deposited so much money

into this casino and the only time I won something decent to the sum of

€2300 I decided to withdraw it... I actually was so happy to of won that

amount... then I was told it's been cancelled because I actually brought a

bonus on book of sun choice..... that's all I did and I was absolutely

gutted to be told my withdrawal amount had been cancelled.... I was so hurt

by that after everything I had deposited since joining this site. all

because I brought a feature buy of €18 to me is so harsh..... after

building up a nice little win.... but not even to be told you can have 50%

of your winnings..... one feature buy does that really warrant the whole

winnings being cancelled????? I have really honestly enjoyed playing with

this casino but I am being honest that the penalty is just so sever to take

every bit of winnings away from me.

Thank you very much Jonathon for your reply. I will now transfer your complaint to my colleague Matej 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 Jonathon.

In-games features are part of the game and should not be considered as max bet rules violation - otherwise, it could change the RTP of the game. I want to ask Lord of the Spins Casino representatives to give me a hand and check what exactly happened in your case.

ok that's great.... I know I did buy a feature for 18 euro but that wasn't the bet size the bonus game spins only had a value of either 20 or 30 cent

I know, we already solve a few similar cases, but we need to wait until casino investigate your gameplay.

ok that's great. is there any other information you need off me at the moment?

Nope, we need a casino help to confirm that the problem is these bonus buys. We need to wait for their response now. They are very active here, and it shouldn't take long.

Hi Jonathan and Matej

Thank you for bringing this issue to our attention.

We see that the winnings were indeed confiscated under section 16.3 of the casino terms and conditions (irregular play).

Aside from the bets of 18Eur and 90 Eur on the slot game, additional bets over the limit were made as follows:

Roulette             Live Casino         10

Roulette             Live Casino         10

Roulette             Live Casino         8.5

Roulette             Live Casino         7.3

This are the reason why the winnings were confiscated. 

Kind regards

LOTS CASINO

Johnathon, do you see these bets in your history? Are you aware of these bets? 

hello matej yes I am aware of that but I was under the impression that any live roulette or live games carried zero bet limits... only slot games

From Casino T&C's:

The following games are not eligible to play with the bonus and do not count towards wagering requirements: Blackjack in all forms, Roulette in all forms, and Poker in all forms.

I need to admit that this point might be a bit confusing - it should be clearly written that games are forbidden or that games do not contribute towards wagering. (but it is allowed to play)

LOTS casino representatives could you please consider this?

so what happens now? I take it nothing can be done in regards to the cancelled withdrawal?

Jonathon, I am sorry. I understand that the second part of the text confused you, but the first part says "are not eligible to play with the bonus".

I believe the casino has the right to void your winnings. All that we can ask them to make this rule more clear to avoid similar mistakes in the future.

Dear Jonathon,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I didn't realise you were waiting for a response from me

I am very sorry for the negative answer. But I believe, based on what casino wrote and you confirmed, that casino has right to void your's winnings.

yes I understood that but after your message that reads ....

All that we can ask them to make this rule more clear to avoid similar mistakes in the future.

that's why I never messaged back

The most important in this case is the fact that you breached the casino bonus terms:

Aside from the bets of 18Eur and 90 Eur on the slot game, additional bets over the limit were made.

I consulted the second part with colleagues, but we decided that even the second part (roulette play) is breaching the terms.

I advised the casino to reconsider the slight change in their terms to make it more clear.

Because Jonathon didn't respond and we already explained all above, we are closing this complaint as "rejected."

The player may ask for reopening the complaint anytime.