Lord of the Spins Casino - Player’s withdrawal has been declined.

I first made my deposit and entered a deposit code they never gave me my bonus of €50. I had to dispute this on live chat and then they gave me €25. After fulfilling my playthrough I
made a withdrawl request of €380. I was asked the standard procedure to provide copies of  ID and proof of address, to which I promptly supplied a copy of my driving licence, a recent bank statement and bank card details.
 

I never received a response so a few days later I contacted live chat and I had to resubmit the documents. During this time they removed the winnings from my account and there was no trail in my account of the transactions leading up to my one.

I was told to wait for my documents to be approved after over a week and contacting the live cha becaus my emails were being ignored I was told my withdrawl was not being honoured with no explanation.

Dear Michelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their assistance, but, before we do that, please could you advise if your account has been blocked or you’re still able to access it? We will try our best to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I have had to take screen shots of some of the conversation as proof because all traces of my transactions did not seem to be showing up in my player history.  All that is showing is the initial deposit.

I have tried to comply with the casino terms and conditions and woukld like an explanation as to why the withdrawl was declined.  It just seems to have been a delay tactic which resulted in a negative outcome on my part.

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

I am very sorry to hear about your situation. We will now try to get in touch with the casino.

We see that the source of the contested winning is "bonus - 2003467 - NON DEPOSIT BONUS - 14-Mar - 20.00"

According to the bonus terms, the maximum cashout is "€70 can be cashed out (€50 in winnings plus €20 deposited). Any amount over the maximum cashout will be automatically removed upon cashout."

Since the deposited amount was already played, the approved winnings allowed is 50EUR.  

On 19 March 2020, the winnings were adjusted and the allowed withdrawable amount 50EUR was returned to the player’s account.  

We can confirm that the balance of 50EUR was played and lost and the account was closed.

Hello Michelle.  

Since the casino provided you with the different bonus then you should have received. Did you receive any information about new bonus conditions (for example the maximal cashout limitation...)?

Yes the cashier had told me the new bonus terms at the time x20 ,  i had won more but i played until it was below the €400. If I had thought it was max cashout €70 I would not have attempted to withdraw €380.

Michelle, were you fully aware of the new bonus conditions? Has the chat informed you about the lower maximal cashout (or was it visible anywhere in your account)? 

The cashier told me the maximum withdrawl at the time of giving me the bonus. When  i had won the money another person also told me the amount I could withdraw so  if those conditions had changed then I was not given the correct information.

Is it not possible to get a copy of the transcript?

I won that £380 fairly and to avoid paying me they are coming up with different excuses as to why I should not receive my winnings.

I clearly asked for a withdrawl so why was that not honoured regardless of the amount?

Dear Lord of the Spins team.

Could you provide us or at least the player with the mentioned copy of transcript, please? 

We can confirm that no information was provided regarding the maximum withdrawal amount attached to the bonus.The agent said the bonus provided is a free bonus.

[02:37:42] agent: No michelle

[02:38:09] player: What are you going to do?

[02:43:02] agent: Michelle i can give you 20 euro free bonus maximum this is all i can

[02:44:16] player: Ok i understand that is better than what [agent] offered under the circumstances

[02:44:21] agent: Done i have added it

[02:44:30] player: Thank you

[02:45:04] players: so do i have to go through live chat in future to get bonus codes

[02:45:55] agent: Yes Michelle

[02:46:07] agent: if you see that bonus is not activated you should ask it on live chat

@Josef - can you please provide us with an email address where we can send the gameplay and the transcript by email? Thanks

Regards

LOTS Casino

Dear Lord of the Spins team.

This is my email address: jozef.k@casino.guru . You may send me the documents so we may evaluate them and resolve the case.

Could you also meet Michelle's request, please? 

Dear Michelle

Please note that the promo started on the 14th of March 2020. The deposit you made is on the 13th of March 2020. You raised the issue on the live chat support and the casino rep had provided you the free deposit bonus on the 14th March 2020.

Source of the contested winnings is the no deposit bonus; under the bonus terms and conditions, the maximum cashout allowed is 50 EUR. This amount was added to your account balance for you to withdraw, yet you played it and lost.

We have provided all the details and explanation necessary for this case and there is nothing more we can add to make it clearer.

Kind regards

LOTS CASINO

Hello Michelle.

Lord of the Spins Casino has provided us with sufficient evidence to support their claim. Unfortunately, we are forced to reject this case since we believe that the casino behaviour was justified.

Best regards, Jozef

Casino.Guru