The player from Germany had successfully registered at Lex Casino and won €56.70 from 50 free spins, which she had wagered as required. However, her withdrawal request of €500 was rejected, with the casino stating that she needed to deposit and wager additional funds despite being a verified user. The complaint was ultimately rejected due to her lack of response to the team's inquiries, which prevented further investigation into the issue.
Lex Casino - Player’s withdrawal is delayed due to bonus conditions.
Amount: €525
Lex Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I discovered Lex Casino through a website offering bonus deals and free spins without a deposit. After successfully registering with a code, I was supposed to receive 50 free spins without any deposit. Bonus rule: Winnings from free spins need to be wagered 45 times, with a maximum payout of winnings x 10.
I won €56.70 from the free spins and wagered 45 times as required—all the amounts were credited as real money. When I tried to withdraw €500 (I am a verified user), my withdrawal was rejected.
I contacted the live chat to ask for the reason. The response I received was: If you use the free bonuses without making a real deposit, the casino reserves the right to require you to make a deposit and wager it three times. In plain terms, I was asked to deposit €525 and wager it three times before I could make a withdrawal.
In my opinion, this is a bait-and-switch bonus scam.
When I asked why the casino was exercising this right, I did not receive a concrete answer.
I have taken screenshots of the chat history.
Automatic translation:
Public
Public
3 months ago
Dear dajanabayer,
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.
- Do I understand correctly that the casino requested that you deposit the same amount you won?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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,
Kristina
