Lord of the Spins Casino - Player’s winnings have been cancelled.

Hi

I deposited 45 and 35 euro and luckily won I withdraw some money leaving a smaller balance to which I continued to use and won in excess of 4000

So I requested a withdrawal of 3000. Today they have said I have breached rules which I clearly haven't and have therefore withdrawn all winnings which is nearly 5000

Dear Mark,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I see that you had a very similar complaint in the past (here).

Do I understand correctly that this complaint is about a new problem? Has the casino clarified which rule was breached?

Thank you very much in advance for your reply.

Best regards,

Kristina

This is a new one they said I had breached play rules which I don't think I have.

How can they offer jackpot in excess of 10000 and not pay out on a 3000 ???

Thank you for your reply, Chaplin429. Did the casino specify the rule? Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

There was no active bonus the response I ha e received says that a bet higher then 30% was placed which was a bonus I bought however the winnings from that were not the overall balance I accumulated.

2.5k if not more was accumulated with the gambling ruled they set out so to withdraw all winning from a bet which doesn't reflect the account is a joke.

I have since won more on the site but to look at this one bet and deny at least 3k of pure winnings is a joke to say the least and needs to be investigated

I checked the General T&Cs and I found this:

"9.3. "Irregular play" includes, inter alia:

9.3.1. Placing bets or Purchasing in-game features including but not limited to free spins equal with the "total value" greater than or equal to 30% (thirty percent) of the smallest deposit in play."

Could you please forward your game history to kristina.s@casino.guru?

I don't have my game history this gets deleted on a regular basis by the casino.

There was a purchase which appears to ha e breached the tc of 270 however the rest of the money won was within the terms and conditions if they wish to deny any winning relayed to the breach then fine but the rest of the balance which actually was £3000 was within the terms of play

Thank you very much Chaplin429 for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

I await the update like I said there was one bet placed over the threshold however the total winnings on account was not a reflection of this bet. I won 2300 on a 7.50 bet which shouldn't be cancelled off it is simply stupid

Hello Chaplin429.

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

I have contested with them so much regarding this and they are stating because one bet was placed outside of the terms and conditions the whole balance was removed I had over 4.5k on account pretty much all legitimate betting bar one bet. Its a joke they withdrawn all winnings even though they can see I didn't win a lot with the one outside so I requested that 2300 be paid as was one within the terms this was again denied. I hope you have better luck as this isn't the first time

Dear All,

We understand that Mark has made a complaint regarding the decision made by the Casino to void Mark's winnings owing to irregular play.

Be aware that the Casino expects all players to read all the terms and conditions prior to their registration to make sure the rules fit them. 

Before we shed light on this case, we must disagree with Mark's allegation that the casino is deleting the player's game history.

Be informed, that all of the gameplay is recorded and can be found on the player's account settings. 

As for Mark's winnings, they were voided for breaking the 30% Rule.

In this case, the deposit in play is deposit ID 3455355 of 45 Euros. Therefore, according to the Terms and Conditions of the Casino mark is prohibited to bet more than or equal to 13.5 Euros.

According to Mark's game-play, he has made more than 8 over-bets between 60 Euros and 270 Euros on the games "Jack and the mighty Beanstalk" and "Thai Blossoms" - this is the reason why Mark's winnings were voided.

Please be advised that we view "over-betting" as a violation of the service we provide, and an attempt to deal unfairly with us. If a player attempts that, confiscation of the winnings accrued is in order. 

The casino support staff had let know Mark about his breach multiple times and he was well informed that his withdrawal will be canceled. 

Given that Mark had been playing with the casino since 20/03/2020, we have cause to conclude that he had ample time to become acquainted with the casino's terms and conditions.

We'd like to assure you that the casino is honest with its customers, as evidenced by the following:

Mark had been consistently winning and cashing out dollars from the casino; in fact, he had 28 successful withdrawals.

In view of the foregoing, the casino acted in compliance with its terms and conditions when it chose to reduce its gains due to irregular play.

This case is now marked as resolved.

Kind regards,

Lord of The Spins Casino

I'm not denying the fact that an irregular bey was made but the majority of the winnings were made within the terms yet they have deleted all winnings.

Yea I have successfully withdrawn money from the site. But to deny thousands of winnings just because one bet was places outside of the terms seems a bit stupid. But they are happy to take deposits all day

Dear Chaplin429,

please, could you confirm that you did not play with an active bonus?

Hi

I can assure you no active bonus was in play all played with my own money. The majority of the winnings were won on 7.50 bets well within the terms and conditions but because one bet was outside of this they withdrawn all winnings irrelevant if won inside the terms.

I never really play with bonuses unless they send me a lost deposit bonus

I repeat NO ACTIVE BONUS IN PLAY

Dear Lord of the Spins Casino team.

Thank you very much for your cooperation. Unfortunately, in casino.guru, we do not consider using such a condition. It has no sense to limit the bets with real money play, it is not standard and if you do, it should be at least enforced by the system, so the player is not allowed to breach the condition. The player has not gained any advantage, and we certainly do not consider it justified. Is there any possibility that you can reevaluate your position, or is this your final decision?

The disputed withdrawal of 3000 wasn't the only amount they withdrew I also had an active balance on account of 1700 they deleted this also

Hello,

We would like to let you know that this is the casino's final decision.

As mentioned in our previous correspondence, we expect all of the players to read all the terms and conditions prior to their registration to make sure the rules fit them. 

Best regards,

Lord of the Spins Casino

Since the casino team is not open to reconsidering their decision, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Chaplin429,

I am very sorry about the whole situation, we consider maximal bet for real money play as completely irrelevant. The Lord of the Spins Casino is an unlicensed operator with a very bad reputation on our site. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success.

Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru