Lincoln Casino - Player has an issue with Lincoln Casino's bonus regulations and withdrawal limits.

First of all I have to say thank you for allowing the players a platform to voice such matters. I am not one to place the blame because we all make mistakes. Which is why I'm inclined to voice a formal complaint on Lincoln casino. After winning a $10,000 win I submitted all my forms and documents and everything went fine. There was a $5,000 a week threshold on bitcoin withdrawals which I understood and after receiving my first $2,500 I submitted another only to find out they only allow $2,500 per week on bitcoin withdrawals which was not stated in the banking. Although I was perplexed I went ahead and waited to submit another withdrawal. In the meanwhile I had won up to 24,000 and decided to play on that for a while. When I got down to $12,500 I submitted the final three withdrawals making a total of five withdrawals. I attempted to deposit funds so I could continue playing but it would not let me I had no choice but to redeposit $50 twice into my account so I could keep playing out of my withdrawal. There was a notice saying you cannot deposit more funds while you have an active withdrawal so I complied. After my second withdrawal had been successfully redeemed I went ahead and made three subsequent withdrawals when I checked on them all three of them said they were redeposited which they were not I had a balance of zero so when I asked about them I was informed that I did not follow the bonus guidelines etc when I questioned support asking for a transaction history of my bonuses I was told that there wasn't any transaction history to be made available to me. Basically telling me that's just how it is and they had no proof and I couldn't object. I deposited more money and thought about this for a few days and I reinstated the question to support again what happened to my money. Suddenly they were able to have a transaction history of bonuses they didn't go into detail about what bonuses were active when I won two times one of 10,000 and one of another 8,000 ish but they had that history there and I was in the wrong and I wasn't getting any money and that's all there is to it. I would be receiving an email concerning their decision is what Jayden said. I did not receive any emails I did not receive any notification of any transactions. I just had to live with the decision. At that point I obviously made it very clear to follow every detail of any bonuses including reaching out to support to clarify before I tried to get any other bonuses. A bonus in particular was for free spins and 100% match. When I reached out to support Kyle stated there was no such bonus it did not exist I offered to show them a screenshot of the bonus and wanted to know the stipulations. I was given two or three different percentages for the wagering requirements above 100%. I had to specify again well what if it was 100% match well he finally inform me of the 20% wagering requirements. When I went back to obtain the bonus I was logged out I tried to log back in and I wasn't able to so I had to contact support again support again told me that bonus didn't exist and if I did claim the bonus I had to deposit a certain amount which is not stated. Basically the people that work for support do not know what promotions are going on and quickly decide that I have made a mistake concerning the promotions and bonuses that they offer in hopes that I will not question the regulations. I sincerely feel this is the case when it comes to the withdrawals that were taken from me $7,400 to be exact after they issued partial withdrawals and didn't comply with their own weekly standards and when I inquire about such standards all the sudden my money gets taken back redeposited but it wasn't there in my account etc. I just have a hard time believing that they would issue partial of my money that I won if I had not followed the guidelines. It should have been the first thing they reviewed instead of waiting until I made the consecutive withdrawal request because in their very own email they sent to me if there was more money owed to me I would be getting it. I have numerous screenshots supporting everything this platform will not allow me to upload everyone of them so I'm going to upload what I feel are the most important but I do have more I would really appreciate someone getting back with me that's a lot of money to me and I love playing at the casino. I have subsequently been very cordial and professional including depositing more funds in hopes that my account will not be closed so I can have a line of communication I have read numerous accounts of casinos closing the accounts of people that are complaining because they're not getting the winnings they are due.

Dear Rock2nit,

Thank you very much for submitting your complaint. I'm sorry to hear about the issues you've encountered with Lincoln Casino.

To better assist you, could you please provide some additional details regarding your experience? Specifically, we would like to understand:

• Do you have any documentation, such as screenshots or emails, that could help us understand the situation better?
• Have you been advised which criteria weren't allegedly followed from your side?
• Could you specify which bonuses you claimed and the terms and conditions associated with each of them? Ideally, you can forward the exact link or a screenshot of the bonus.

Your cooperation in providing these details will help us investigate and work towards a resolution. Additionally, you can forward any relevant communication and supporting evidence to petronela.k@casino.guru for further review.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thanks for your quick response.

This is from the winners circle section of the site showing my big win of $10,00

Same section my other big win later the same week of $8478.

Support said I had used a bonus when I won without depositing any money I made three deposits on the 2nd of March

I made my first withdrawal request on March 2nd of $2,500 the cash was issued on March the 6th after verification and processing my second withdrawal request was on March 6th for $2,500 I contacted support around March the 9th because I hadn't received my money yet that's when I found out that it is a week between withdrawals of only 2,500 Max each instead of 48 hours and $5,000 weekly limit as stated in their terms I received my money on March 13th of 2,500 that was my second withdraw request fulfilled

On March 9th I requested another withdrawal of $2,500 and continue to play from winnings in between on March 12th I requested another withdrawal of 2500 twice on the 1st withdrawal that I made on the 12th I redeposited $50 twice from my winnings to continue playing on making that deposit request $2, 400. The total withdrawal request were 7,400 as of March 13th when they issued my cash from the request I made on the 6th

I checked on my withdrawal report on the 13th I saw where even before they issued my cash that day they had "redeposited " my withdraw from the 9th of March on the 12th and also the two requests from the 12th on the 13th. " redeposited" where? The money wasn't reflected in my account or anywhere else I had a zero balance and wasn't owed any money as stated on my withdrawal report. I had only requested $12,400 after playing down from $24,000 at one point because I didn't want to lose everything so I withdrew the rest after receiving my first cash issued. I have only received two installments of $2,500 each totaling $5,000 from the $12,400 that I was owed

Hi Rock2nit,

Thank you for responding. Unfortunately, the screenshots provided are too blurry for our review. Could you please send clearer versions to petronela.k@casino.guru? Additionally, I kindly request that you also forward screenshots of your bonus and cashier history.

Looking forward to hearing from you.

Sure I will email you the screenshots and cashier history. Unfortunately there's no way to get a transaction history for bonuses. I asked support and was told there was no bonus history transcript available. I thought that was odd obviously there's some system to calculate the wagering requirements. I will send what I have in regards to this.

Thanks for your diligence.

Hi Rock2nit,

Could you possibly request a game history from the casino to prove whether your winnings were accumulated from your last real-money deposit made on March 2nd or from any free bonus that may have been activated after the loss of that last deposit?

Thank you.

I have not received any response from Lincoln casino. I still haven't received the email that support claimed they were supposed to send me informing me of their decision to "redeposit" my withdrawals. Support stated the "redeposits" were for me to enjoy the games longer when in reality the three "redeposits" were never credited to my account. They were gone, without any explanation. You would assume the casino would examine the details of gameplay etc for any wagering requirements or conditions before issuing the first withdraw. Instead of after releasing the second request. It wasn't until I submitted three withdrawal requests consecutively because I didn't want to play all of my remaining money. I already played a large amount of my winnings immediately prior to my last withdrawal requests. They issued my second withdrawal funds after they cancelled my requests. I think they realized I wasn't going to chance playing my winnings away due to the low weekly limits for withdraws . I appreciate your help. I'm glad I can explain my situation and actually have someone representing me. 👍

Thank you very much, Rock2nit, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 in the near future.  

Again many thanks

I am still waiting for a response from Lincoln casino regarding my gameplay history. I don't know what to do from here. I'll continue to check my email for any correspondence from Lincoln and casino guru for further information as I haven't received anything. I've seen cases closed due to not responding in a certain time frame and I see it's been 6 days since the latest reply from me. I'm waiting for casino guru to reply but I decided to inquire anyway in case of technicalities.

Thanks for your help. Hope to hear back soon.

Hello, Rock2nit,

I am sorry for the delay (vacation/days off, out of the office). I will further assist you with your complaint.

From Monday, I will be fully available in the office. I will go through the case and inform you how we will proceed.

Thank you for your patience and understanding.

Alright, Rock2nit. Now let's ask the casino for the details.

Dear Lincoln Casino team,

Could you please provide us with an explanation of the player's situation in more detail and put it all into perspective?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

It would be great if we could check the user's complete game logs (with the important moments highlighted), transaction history and bonus history.

Thank you in advance for providing the information.

Dear Rock2nit,

Just letting you know that there is ongoing communication between me and the casino outside of the thread, and I am waiting for additional details/evidence regarding the matter. Therefore, now I am extending the timer for the casino.

Once I have all the necessary details/evidence, I will let you know how we will proceed.

Thank you for your patience and understanding.

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’ which may negatively affect its rating.

Thanks for all of your persistence with Lincoln casino about this discrepancy. I am aware that you have attempted to get a response from them three times to no avail. Apparently they're not concerned about their reputation. That's unfortunate because it's a great casino to play. I wish things were different.

Dear Rock2nit,

Although the casino representative replied regularly before, I have not received a response for a significant time for some reason, so I contacted them again and reminded the case. I am extending the timer once again and waiting for the casino's response. However, if no one replies or provides me with the requested details/evidence, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Thanks again for your diligence. Hopefully we'll hear from them soon.