Lord of the Spins Casino - Player is suggesting that her country should have been listed between restricted ones.

Hello, I will tell you, I entered the casino lord of the spins 222 euros, then I wanted to re-enter but I saw that it did not have a Spanish safe gambling stamp and I asked them to return my deposits, they cannot accept players from Spain, they made me dizzy for a week, and then give me a cash back of 10%, I wanted to fix it with them, or they would give me back the money or a cash back, they didn't say anything, just wait for my request, emails and promises the day after tomorrow to the other will be the casino's decision, I'm still waiting, the bonus of 22 euros has been given to me by a chat advisor. That's my complaint. Bad customer service, they don't answer emails, they ask for documents, I send them and nothing, can you help me?

Dear Binguillo,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found https://www.lordofthespins.com/general-terms-conditions/?lang=en:

"Registration is prohibited for US, Turkey, Israel, and Singapore residents as well as for residents of any other country where local laws prohibit. It is your responsibility to know whether your jurisdiction allows the registration or use of an Account. We are not obligated to refund any funds that you may have wagered or earned from such an account. Further, We reserve the right to refuse any person from any jurisdiction to open an account with us."

Could you please advise why do you believe that Spain should have been listed between restricted countries? Meanwhile, I have sent an email to the casino support requesting an information regarding restricted territories but didn’t receive an answer yet.

If there’s any relevant communication, please forward it to petronela.k@casino.guru. Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

Hello, I believe that because in my country gambling cannot be offered to people residing in Spain according to the DGOJ that cites this "In particular, the development and commercialization of online gambling in Spain through a .com domain, or by a company that has not obtained the corresponding license in Spain, they are behaviors considered as "illegal gambling", in accordance with the provisions of Law 13/2011, of May 27, regulating gambling and, therefore, they are reportable facts.

I have informed you of this fact since 11/9/2020 to your email and chat, the emails and the customer service chat being ignored, giving me long or promising answers that never arrive. A greeting and thanks Guru.

I also have a request to close an account that never arrives, I have the emails and conversations with the chat saved, if you need them I will send them to you, where you can check how an agent says one thing and another, they even ask me to send a card and ID , (to send obviously)

Thanks a lot

Hello again, according to even you, they do not accept players from Spain. A greeting I hope with your help to fix this matter and the return of my deposits.

Thank you, Binguillo, for your reply. If there’s any relevant communication regarding a request to close your account, please forward it to petronela.k@casino.guru.

Hello, thank you, I have answered you privately, I hope you hear from the casino, my account is still open and without an answer to my request, neither the return nor the closure.

Thank you very much, Binguillo, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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 Binguillo.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thanks a lot

Hello casino guru, I inform you that I have reached an agreement with the lord of the spins casino and the matter has been resolved satisfactorily.

Thank you very much greetings.

Hello Binguillo.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru