The player from Germany had his winnings confiscated. The casino returned the deposit, however he is not able to withdraw it. The complaint was rejected as the player did not respond to us anymore.
Lord of the Spins Casino - Player’s winnings were confiscated.
Amount: €300
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I requested a withdrawal that was canceled and my profit of 150 euros was retained, and the deposit of 150 euros was first credited back to the account but not paid out.
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2 years ago
Dear premium1956,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind to provide more information about what happened? Did the casino specify any reason as to why your winnings were confiscated? Please, could you advise if you have accumulated your winnings with or without an active bonus?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello Gernold,
As part of our regular payout review, we have identified a breach of our terms and conditions regarding irregular and systemic wagering.
Our terms and conditions prohibit placing single bets that are at least 30% of the value of the deposit.
We have therefore canceled your withdrawal request and removed the winnings accordingly.
Your last deposit has now been restored; You can find these in your casino balance. Your current account balance is: 150 EUR.
If you have any questions, please contact our customer support via the live chat on our site.
That is what I got, I did not claim a bonus. I am now trying to withdraw the 150 euros, which means that I will not invest a cent more here, but nothing is happening at the moment. I just hope that you can 150 euros does not want to withhold somehow and something invents that the payout is not approved.
Kind regards
Verification team
Casino Lord of the spins
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2 years ago
Thank you for your reply. I checked the 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.
9.3.2. Placing total bets equal to or greater than 30% of the sum of the comp-points in play.
9.3.3. Using Martingale, double-up, one number betting,hedge betting, Zero Betting, low margin bets and similar systems and strategies and/or abusing the in-game bonus features included but not limited to advantage play on progressive slots."
I would like to emphasize that we consider the maximum limits on bets to be predatory when applied to a real money game.
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.
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2 years ago
Hello premium1956,
I'm Nick and I'll be assisting you from now on. I would like to ask Lord of the Spins Casino to join us and help us resolve the player's issue.
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2 years ago
Dear all,
Thank you for bringing this matter up.
Please be informed that the player’s withdrawal of 150.00 Euros will be paid today to the client’s banking account we have in our file.
As a guide, once the casino pays the withdrawals it goes through an intermediary bank(s) and it can take up to 5 business days or in some cases even longer, for the funds to be available in the recipient’s account. This processing time is out of the casino’s control – these are 3rd party timelines.
Thank you for your cooperation and should you need further assistance or have any questions, reply here.
Regards,
Lord of the Spins Casino
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2 years ago
Translation
As part of our regular review of payouts, we should have found a violation of our terms and conditions regarding irregular and systemic wagers.
Our terms and conditions prohibit placing single bets that are at least 30% of the value of the deposit.
We have therefore canceled your withdrawal request and removed the winnings accordingly.
Hello again, I unfortunately can't do anything with these terms and conditions with single bets, so I open a game and bet an amount that I get offered from (for example) 0.20 cents to 1.00 euros and gradually increases The profit to 150 euros where is the problem then. I want to have this 150 euros paid out and what happens then you simply remove the profit because some individual bets were placed incorrectly, I do not accept that.
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2 years ago
Dear premium1956,
Based on the casino's last respond, your money should arrive within the next week. Will set the timer back to you and please inform us if they wouldn't arrive until the end of the next week.
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2 years ago
Translation
In the live chat you write to me that a payout takes 5-7 days, today is the 8th day and nothing has arrived yet. How is it possible nowadays that you have to wait so long for a payout until it arrives on the account . There are even real-time transfers and that's why it is so unbelievable what this casino is saying. This delay is purely tactic. You want to delay the payouts until the player cancels the payout and continues to play in order to lose the balance after all .
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2 years ago
Dear premium1956,
The 5-7 days limit which the casino states are working days so weekends excluded. Could you please advise the exact date when the casino said it will be paid out in 5-7 days?
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