The player from Austria has been trying to close his account for a long period of time. Later, when the player has accumulated some winnings, casino refused to honor them due to unverified phone number. The issue was successfully resolved. The player's phone number was verified and the player received his winnings.
Lord of the Spins Casino - Player’s experiencing difficulties receiving his withdrawal due to unverified phone number.
Amount: €700
Lord of the Spins Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hello everybody!
I also join the many complaints that the Casino LordoftheSpins already has! After vehemently refusing to close my account for years, I made a deposit two weeks ago and won a few hundred euros! Unfortunately there are problems in this case too! The payment was not made at first, then canceled! This delay tactic has been going on for two weeks now! The reason for the non-payment is supposedly the missing verification of my phone number! Apart from the fact that the phone number may be of little relevance for a payout, the verification was refused by the casino! In the chat you refer to the support via email, the email support ignores the transmission of my phone number and refers me to the chat! Here you try to rip off customers!
Why don't you finally ensure that such corrupt casinos are revoked! There are tons of complaints! The casino's reputation has become bad! Why are these scams watched for so long without finally having painful consequences for the casino?
And in this case it is again a casino with a Curacao license! The whole authority is finally to be held accountable! Such conditions do not exist with Malta licenses (or by far not to this extent)
Dear CasinoGuru team, thank you for the help you give us players again and again when we come to a casino for which the legal basis does not apply!
LG
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4 years ago
Dear Rene,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their assistance, but, before we do that, please could you advise if you have withdrawn any funds successfully in the past? Additionally, please could you forward any relevant communication related to the attempts to close your account? My email address is petronela.k@casino.guru. I hope we will be able to help you to receive your winnings as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
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Hello! I will send screenshots of the closure requests and further information as requested by email! Thanks and LG
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4 years ago
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I asked for a self-exclusion at the casino, because I don't want to play at casinos that don't comply with legal requirements! Self-exclusion must not be refused and I therefore force the casino to close! The casino refused to close it! My account will only be closed if I cancel my payment! This casino is anything but serious! The screenshot of it has already been sent to CasinoGuru! Thanks and LG
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4 years ago
Thank you very much Rene for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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4 years ago
Hi Rene,
I've examined your case and read the emails you forwarded. Let me ask you a question. Since you had to submit your phone number in the registration form when you opened your account in the casino, is there perhaps an option to verify it directly in your profile?
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4 years ago
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Hi Peter! No, there is no possibility! In this casino you have no way to access your profile and personal data! The phone number I gave when registering is no longer up to date! As you can see on the screenshots I sent you, the casino was given my new phone number! Thanks and Lg Rene
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4 years ago
Hi Rene, I just tested the account settings myself. When you login, go to "Mein Zugangskonto" - "Angaben zur Person" - "Mobil" , change your phone number and then click on "DATEN AKTUALISIEREN". Let me know if it worked.
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4 years ago
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Hi Peter! As you can see from my screenshot, this is not possible from my account! The point of my access account does not exist with me! Lg
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4 years ago
I see, so you only play on your phone? Can you access the casino on your computer?
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4 years ago
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Hi Peter! Yes, I only play on my cell phone! Pastime for in between, so to speak! Cannot access computers at this time due to Corona exit restrictions! Computer is in the second home! But I managed to switch the phone to desktop version and be able to enter the data! An answer or opinion from the casino would be interesting here! The casino should be aware that the phone number verification is not sufficient to refuse a withdrawal! The casino must also be aware that the denial of self-exclusion is not legally possible! And even more objectionable is the attempt at coercion! Account will only be permanently blocked if I cancel my payment (you then no longer have access)! Screenshots that prove this corrupt procedure have already been transmitted! Thanks and Lg
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4 years ago
Hi Rene,
Let's take one step at a time. Let's try to get your winnings first and then we can get the casino to self-exclude you. Has your phone number been verified?
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4 years ago
Translation
No! Self-exclusion is not the problem! I only do it so that the casino pays the money! An account that is permanently closed must be paid out yes! But nonetheless it is a cheek to refuse to block! Now for the phone number: it was sent to the casino by email! It was changed in the profile! The casino has so far refused to verify them!
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4 years ago
Alright Rene, I will contact the casino and see what can be done. I would like to ask Lord of the Spins Casino to reply to this complaint.
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4 years ago
We can confirm that the account and phone is now verified. The withdrawal request will continue as per the terms.
We must note that you have an access to the casino Live Chat and could have provided your correct phone number.
On self-exclusion issue - Self exclusion is a tool for players who are suffering or think that they have gambling issues. It is not a tool to be use to force a casino to pay your winnings.
Withdrawals are being processed and paid under the terms... if the player fails to complete the verification on the account, then the casino has no choice but to decline the withdrawal until the verification is completed.
For further assistance, please contact the casino Live Chat Support.
Regards
LOTS CASINO
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4 years ago
Translation
I also take the liberty to comment here: regarding telephone number and chat: the number was already sent to you two weeks ago! Screenshots have been sent to CasinoGuru! The last time I was in chat, the chat com support ended when I said I contacted the Casino Guru Complaints Office!
And now the Lordofthespins has denied himself! It is correct that self-exclusion is not used to receive the refused payment! It is actually used to lock your account if you notice problems with your gaming behavior! The reason did not emerge from my application for self-exclusion! Therefore, he should never have been ignored and denied! Dear Lordofthespins team, have you ever looked at their ratings on casino platforms and their reputation? Maybe they should stand by their mistakes and not sell people for stupid! There are innumerable complaints about your company and they seriously try to convey that the customer is to blame every time ?? Insight is the first way to get better! If you go on like this you will soon have more of my customers! Lg
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4 years ago
I would like to thank the Lord of the Spins Casino for the statement. Rene, it is not a standard approach to self-exclude yourself from a casino to get paid, but you are right, the casino should immediately do so, especially if a gambling problem is mentioned. Please let me know if you received your winnings.
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