Lord of the Spins Casino - Player’s winnings from bonus have been cancelled due to irregular play.

I received a bonus amount of €50, I then spent around 6 hours on slot machines and gradually won more and more. In the end I requested a withdrawal amount of €39950 - since then I have realised that you can only withdraw €5000 in any 30 day period. But the casino has rejected my withdrawal and confiscated all of my winning telling me I have broken the t&cs by wagering more than 30% of my last deposit. 
I have spent nearly £1000 over 7 days and as soon as I have a good win they find some excuse not to pay out. It’s crazy and a complete scam. If I’d have known that I couldn’t wager more than 30% of my last deposit I would have cashed out long ago and would still have a decent win. Also I would like to add that I deposited a lot of money on small amounts fairly successively. It’s ridiculous. 

Dear Matthew,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked promotional terms and conditions, and this is what I found:

"The casino reserves the right to remove winnings and withhold withdrawals where irregular play is evident. Irregular play is defined by the casino as one of the following:

Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met

Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus. This max bet limit applies to all players even if no bonus is received, or if the Total Wager Requirement has been cleared."

Please, could you tell me if you are able to reach your game history (forward it to petronela.k@casino.guru) and indicate how much was your last deposit? Are you aware of placing bet greater than 30% of your last deposit? Additionally, could you forward me a link of the specific bonus that you have redeemed? I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you. 

Best regards,

Petronela

Hi, thank you for your response. 
I spoke to one of the chat representatives online and they made me aware of the t&cs. 
I think it’s ridiculous that they impose a limit on the value you can wager. But I understand that this is the reason I cannot withdraw. I do not deny the fact that I have wagered more than 30% on my last deposit as I generally deposit a lot of small amounts such as 5 lots of €100 on a given day. 
But this being said, any average gambler will always increase bets as they start to accumulate wins as to increase the chances

of winning bigger. 
I truly believe this clause is only implemented to stop gamblers from winning and withdrawing their winnings. Which I think is a breach of trust between the casino and me. I spent roughly 6 hours gambling anywhere between €1 and €200‘s a spin. But this was after accumulating a higher balance due to winning. 
The fact that the games allow me to wager these amounts even though it would put me in breach of the t&cs is crazy and shows that they want the gambler to easily be able to lose all of the winnings due to technical faults. Further to credit my balance with a total win of €39,950 and then to allow me to request a cash out only to then reject it when looked at by a physical person shows that this is a scam. They basically want you to do this so they don’t have to pay out. 
I still have access to my gaming history but it is excessive as I was gambling for hours, they do not make it easy to retrieve this information and I would be required to wait for each line of information to download and then copy and paste into a separate document to forward it to you. To put that into perspective, there will be over 1000 lines of information to retrieve. 
I was only aware of the t&cs after I went to cash out.. and another point is the fact that they asked me for my personal details such as photos of proof of address, bank statements, driving licence, bank card when they clearly had no intention of paying out what is owed.

The bonus given was €50, there is no link as it’s a pop up chat box that offers you a bonus if you enter the word CASH, it then puts you through to a chat rep that adds €50 to your account. 


thank you for looking into this for me, I hold very little hope in retrieving what is owed as I had great luck on the website and won a substantial amount. 

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

Every casino has some rules regarding a bonus play. Most common rules are €5 maximum bet allowed, but some casinos use instead of fixing value percents value or combination of these two. In your case, it doesn't matter if the amount was fixed or 30%. You made a mistake when you didn't withdraw your winnings after you finished the wagering requirements. To be honest, we dislike this 30% rule much because it not only affects the players during bonus play but also with real money play. Because what happened to you was during a bonus play, we cannot blame a casino for enforcing such a rule against you. If it is possible, you can send me your game history to matej@casino.guru, and I can check it, but from what you already wrote, I believe the casino has right. The same situation as happened here might happen in 98% casinos. Only casinos which are enforcing rules such as max bet are safe, and you are not able to breach T&C's there. We are marking these casinos with "SAFE badge."

I am sorry for the bad news.

Thank your for your reply. 
 

As previously said, I accept the judgement from the Casino, I just think it’s extremely unfair to confiscate all winnings especially when it’s such a high value win. It’s distressing to learn that a Casino can simply take away all winnings without any redress, but I accept this as the outcome and will avoid these Casinos on the future. 
 

I would have hoped that the Casino in question would have allowed some winnings to be withdrawn but this doesn’t seem to be the case as they are within there rights to refuse - however immoral it may be. 
 

Thank you for looking into this for me but I will have to accept the fact that I’ve lost nearly €40,000 due to a technical error. 
 

I hope other people will see this and READ THE T&Cs very carefully. 

 

Kind Regards,

Matthew ********.  

Before I close the complaint as "rejected", I would like to say that the same situation would happen in any other casino.

All the bonuses have specific rules which players need to follow.  As Matthew wrote:

"I hope other people will see this and READ THE T&Cs very carefully." I strictly recommend to all players carefully read bonus terms and conditions and casino terms and conditions as well before the deposit.

We have lots of educational materials on our website too, if somebody is not sure about something, I recommend to check these materials or ask us, we are here and happy to help you.