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

Hi I have played for a awhile and I never won a thing I must have lost thousands over the year with them.

They are saying that I preached There terms What happened was I was playing a game and it crashed but not on my side then I went back on it but it upped my bet from €1.20 to €16.75 never won on that after realising only a few spins I have never in my life bet as high as that. They are trying so hard not to pay out please help as it’s feels like it’s a fix

Dear Jamienorthridge,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Could you please indicate whether you were playing with an active bonus or not? Would you be so kind and forward me your game history? My email address is kristina.s@casino.guru. If there is any relevant communication between you and the casino, please send it as well.

Additionally, I would like to know, how you found out, that the game crash was the casino’s mistake. Situations like this often occurs when the player’s internet connection was lost, for example, and it is very hard for us to evaluate such situations.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Jamienorthridge,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi much appreciated for helping me out they have got back to me saying they can pay me €500 it’s better then nothing so I’m happy thank you again

Jamienorthridge, thank you for letting us know. Do I have your permission to close this complaint, or is there anything else we could help you with?

Hi I’m really have trouble now collecting they said they will give me €500 in instead they wanted bank card and Id. I sent them then they wanted bank details gave them not good enough then they wanted my back card from 6 months ago which I lost I found a copy on my phone then sent that not good enough now they want deposits from my back with address and name which I rang the bank they said sorry but can’t do that so what do I do please help

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

Thank you very much Jamienorthridge for your email. I will now transfer your complaint to my colleague Nick 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 would like to ask Lord of the Spins Casino to join us and help us resolve the player's issue.

Thank you for contacting us.

The delays for withdrawal payment was due to the incomplete KYC on the account. The missing document was received on the 15th of December 2020 and the payment request was sent to the processor.

Once the payment request was sent to the processor it is out of the casino's control when the funds will be released to the receiver's account by the intermediary bank.

Kindly update us when funds are received. Thanks

Dear Jamienorthridge,

As the payment seems to be processed or will be processed soon, please let us know if they would appear on your bank account in the following days.

Dear Jamienorthridge,

We haven't receive any respond from you. Please note, if we won't hear from you within the next 10 days, the complaint will be rejected.

The complaint will now be rejected as the player stopped responding.