The player from Germany successfully registered at Lex Casino and won €56.70 from 50 free spins, which she wagered as required. However, her withdrawal request of €500 was rejected, with the casino stating she must deposit and wager additional funds despite being a verified user.
Lex Casino - Player’s withdrawal is delayed due to bonus conditions.
Amount: €525
Lex Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for player to reply
5d 7h 2m 16s
Case summary
yesterday
Public
Public
2 days 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
yesterday
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
dajanabayer has 5d 7h 2m 16s to reply
Kristina is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
