Lincoln Casino - Player believes that their withdrawal has been delayed.

They claim that my wager exceeded the max allowed with the bonus which states "Rules and Regulations: Maximum Bets: The maximum individual wager permitted using any portion of an active bonus is $2.00 on any single pay-line on any slot game and a maximum single wager of $10.00 on any game. Players placing wagers using any portion of an active bonus in excess of this maximum will forfeit any winnings earned from the session."

The game i played i played at $1.00 x3 which is $3.00 but my bet was at $1.00

so i dont agree with their decision and i want my withdrawal.

i have docs i can upload to you but your system is not allowing me to do so at this time

Dear jfaye1126,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My withdrawal is not delayed it has been rejected. i have documents to send you but cant seem to find where to send them to you.

my complaint is because they are wrong about my wagering exceeding their rules and regulations. i even have documents from their customer service telling me what i wagered was good and wouldnt go against the bonus.

where can i send my documents for you to look at?

Thank you for your reply, jfaye1126. Could you please forward me your game history starting from the moment you activated the bonus? If there is any relevant communication between you and the casino, please forward it as well. My email address is kristina.s@casino.guru. Thank you in advance.

Dear jfaye1126,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I will try to. I will also send to u a chat I had with them where the bonus was explained and I am not understanding any difference in how I played and how their explaination.

OK I'm getting a no from the casino chat service on getting a copy of my game history. I'm emailing u screenshots of that chat now

Thank you very much jfaye1126 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello jfaye1126,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lincoln Casino to join the conversation and participate in the resolution of this complaint.

Dear Lincoln Casino,

The player's winnings have been forfeited for betting more than is allowed with an active bonus. Could I ask you to please provide us with supporting evidence of this? It can be posted here or sent directly to my email address (adam.m@casino.guru).

Kind regards,

Adam

i just sent them an email requesting my game history

Hello jfaye1126,

Thank you for your e-mail. I have since made contact with the casino via Skype and I am awaiting further information. I will update here shortly, but in the meantime please do keep me informed of any developments.

Kind regards,

Adam

Should I send them a response to their last email? Im pretty sure I forwarded it to your email a couple of days ago.

Hello jfaye1126,

I have already asked the casino to supply us with the relevant information so we will await their response.

Kind regards,

Adam

We would like to ask the 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’.

And that's it, just "unresolved"?

Hello jfaye1126,

If the complaint is closed as 'unresolved', it has a negative effect on the rating of the casino. I appreciate this may not be a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. 

Unfortunately, there is not a lot that we can achieve without their cooperation.

Kind regards,

Adam

Should I email them and ask them to respond? Or, what was said when you Skyped them?

Hello jfaye1126,

As mentioned, I asked the casino to provide us with supporting evidence of the breach of the bonus terms.

I am still awaiting a reply.

Kind regards,

Adam

Dear jfaye1126,

There has been no further response from the casino so. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Lincoln 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Dear jfaye1126,

I have since made contact with the casino again and they have stated that you made 302 wagers with an active bonus that were above the maximum bet amount of $2.00, on a game called "Pay dirt II". Could this be the case? Were you aware of the rule when playing the bonus?

Kind regards,

Adam

1. No I wasn't aware of the rule, and I has played that game on a bonus before.

2. My wager was $1.00 at max making it $3.00 and I've been told that the max you can wager is $2.00 with the at max being $10.00.

If u look at my very first comment/question with yall for this dispute you will see I explained it a little better.

Hello jfaye1126,

Thanks for the information. I have had a look at the game in question and I am not sure I understand what you mean when you say that your bet was $1.00 x 3. Can you clarify this, please?

Kind regards,

Adam

$1.00 PAYLINE AT MAX BET

Some slots have a choice of playing with .20 cents .40 cents $1.00 and u can max bet it which triples it usually. I've done t b is on many other games where my total bet was $3.00 because u r allowed $10.00

Hello jfaye1126,

Thank you for clarifying the details of your bets. I can see how this rule could have been misunderstood in this situation. I have also looked at the game and upon being opened, it seems it is already set to the maximum bet possible, meaning you would have to make a point of lowering it before playing to be in line with the rules of the casino.

I have asked the casino to provide your game/wager logs to us but they have stated that it is against their policy to share such information with a third party. I believe you stated you had requested it also, can I ask if you have received it yet?

Kind regards,

Adam

I sent you a forwarded email. I may gave sent it to u already but there's more to it I'm also sending now

Hello jfaye1126,

Thank you for forwarding your correspondence with the casino.

Dear Lincoln Casino,

It seems that the player did request their game logs/history for the period beginning 09.09.2022 at 22:03:01 through to the point where they requested the withdrawal, but they have not yet received them. Can the requested information please be sent to the player?

Kind regards,

Adam

I emailed the latest email from them. I'm not sure how to respond

Hello jfaye1126,

Thank you for your e-mail. As you are still waiting for the casino to provide you with the information you have requested from them, we will extend the timer once more.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

I forwarded u the last response I got from them did u get it?

Hello jfaye1126,

I apologize for my delay in replying to you. I have received your e-mail, thank you.

I will try to contact the casino one more time regarding this.

Kind regards,

Adam

Hello jfaye1126,

Regarding the max bet rule, it is understandable that it could easily be misunderstood due to the way the bet amount in the game is displayed. Also, the bet amount in the game in question appears to be set to the maximum possible upon opening the game, so it would be easy to break this rule accidentally.

Consequently, we believe you should receive your winnings in this case.

Unfortunately, there has been no further response from the casino, so the complaint will now be closed as 'unresolved'.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam

This complaint has been reopened at the request of the casino.

Dear jfaye1126,

The casino has contacted me and stated that they are going to reinstate your winnings on this occasion. There is a bonus on your account that will be removed so that you will be able to withdraw the balance.

Please check your account and let us know if you have received the funds.

Kind regards,

Adam

Thank u so much I just requested a withdrawal. Usually takes about 2 to 3 days. I'll let u know when I receive it . I wish they could expedite it.

So this is all so weird. I was just on their site to see about a bonus I usually get for bday and I couldn't even sign in. Like my account had been closed. Idk. So getting this after that is just weird

Great buy weird.

Did they say why they changed their mind? Wow what a great way to start the new year.

Thanks so much for all your help. I really appreciate it!!!

Hello jfaye1126,

The casino stated that the case had been discussed with the casino manager and that it had been decided to reinstate your winnings.

Please let us know when you have received the payment, and we will close this complaint as 'resolved'.

Kind regards,

Adam

Hello jfaye1126,

Can I ask you if you have now received the payment?

Kind regards,

Adam

Yes I'm so sorry I did receive it. Thank you so much for all your help!!!!

Hello jfaye1126,

Thank you for the update. I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam