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

I deposited and won a large amount, they are saying they won’t pay me because my wager was too high. I only deposited 120 in total. They have taken my winnings. Can this be legal?

Dear Rebecca,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the T&Cs (https://www.lordofthespins.com/general-terms-conditions/?lang=en), and this is what I found:

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

Placing total bets equal to or greater than 30% of the value of the deposit currently in play."

Could you tell me if you are able to reach your game history (please forward it to kristina.s@casino.guru) together with any relevant communication between you and the casino? Additionally, could you confirm that you didn’t activate any bonus while depositing? 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,

Kristina

They have wiped my game and transaction history. Please see attached. If the rule they have is real then even so I won lots of cash before I put my stake up to over the 30% mark.

Thank you very much Rebecca for your reply. I will now transfer your complaint to my colleague Jozef 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.

Hello Rebecca.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

We see that the confiscated winnings came from the following source:

·        bonus ID 2296067 - 01-Jul - 60.00

·        Deposit ID  2296058 - 01-Jul - 60.00

The following bonus terms and conditions were applied to the gameplay.

https://www.lordofthespins.com/bonus-terms-conditions/?lang=en

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. i. Using double up strategies like Martingale etc. ii. Placing zero, low margin or hedge betting are all defined as irregular betting for bonus play through requirements.

Irregular play may include, inter alia:

·        Placing bets equal to or greater than 30% of the value of the smallest deposit (or free bonus or cashback) credited to the player account.

·        Buying an in-game bonus feature ( including but not limited to free spins) for a purchase/buy-in cost equal to or over the 30% of the current deposit in play.

We can confirm that you have placed a total number of 669 overbets of 30 Euro on the game Under the Bed, this is the reason why your winnings were voided.

We strongly refute the allegations that the casino has wiped out your game history. The casino has no ability to change or alter any game results. Further, all game results are also recorded on the machine/game platform of the 3rd party game providers. You have full access to your account history, if you have issues accessing them, please contact the casino Live Chat Support.

@Jozef, can you please advise us your email address so we can provide evidence to support our claims.

Dear Lord of the Spins Casino team.

Please, forward it to my email address (jozef.k@casino.guru). Thank you for your cooperation.

Dear Rebecca. 

Please, be aware that every bonus includes special bonus conditions like wagering requirements, maximal cash-out, maximal allowed bet etc. If you have clearly breached the maximal bet rule then there is nothing much we can do. Of course, I agree it should be enforced by the casino software, however, it is the industry standard nowadays.

Dear Lord of the Spins.

I have no received any email, please, have you forwarded me the evidence? 

Dear Rebecca. 

I am sorry but the casino has provided us with proofs and it is clear that you have breached the bonus T&Cs. I highly recommend you to read bonus conditions when you claim the bonus. Unfortunately, we’re forced to reject this case because we believe the casino behaviour was justified.

However, if you do not agree with our decision, you can always file an official complaint at the licensing authority of the casino (Curacao). Please, contact me if you require assistance with it.

Best regards, Jozef

Casino.Guru