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

Hello,

On the 7th November 2020 I won €2000 on lordofthespins, I withdrew it then had to send the relevant documents to prove who I was.

In the past 11 days I have messaged them on the chat and received 3 phone calls. Until the last phone call it was a case of them saying that they are waiting for finance to release the funds but on the last phone call an agent called James spoke to me. He congratulated me on the win and said that the finance department will release the fund by Wednesday. The money is still sitting in my lordofthespins account. I get the feeling that something isn't right. Please advise.

Many thanks

Dear Chris558,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which payment method you have opted for and if it were first withdrawal in this casino?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

It was my first withdrawal and I choose to have it paid in my UK bank account.

All verification has been approved and confirmed via a phone call.

The reason why I put the complaint through you was because even though I have had a phone call confirmation saying that I am getting it paid, I haven't had email confirmation which I find very strange, also the money is still pending in my lordofthespins account.

I have been intouch with them twice today. Again I got that my withdrawal has been authorised and just waiting on the finance team.

However, I have just received an email asking for more documentation as 2 of the pictures I sent didn't have the corners showing....they did because I scanned it from my phone.

They are definitely stalling on paying me this money!!!!!!

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

Have received another email from them asking for photo id as my driving licence has ran out. It hasn't as DVLA have given an 11 moth extension on all licences that have ran.out due the the global pandemic.

So, I have sent them a copy of my passport now...front and back. They definitely do not want to pay out.

Hello Chris,

I looked at your complaint and will do my best to help you. I would like to invite Lord of the Spins Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

I applied to withdrawal the monies on the 07/11/20. I sent off the necessary documentation to validate who I am. After several conversations via I the live chat and 2 conversations on the phone with someone called James, they tried to reassure me that the money is on its way and he even congregated me on winning the money. However, it was still sitting with finance.

In the past few days I have received 2 emails from finance. The first one asking for more documentation as the corners weren't visible on the ones I sent, they were because I scanned them and the second email stating that my drivers licence was out of date. DVLA has extended all UK licences by 11 months from when they have ran out, this is because of the Global pandemic.

I just get this feeling that they are either stalling on paying me my winnings or trying to find something wrong so that they won't pay me.

It has been over 2 weeks now, I have never had this problem with other Casino sites before.

Received another phone @ 1552 hrs from 'James'. Again congratulating me on the win and that it has been authorised but 'Finance ' require further documentation. I stopped him in his tracks and informed him that I received 2 emails over the weekend and i replied to both of them. He was unaware of this and then miraculously found the email with the documentation attached to it. Found it a bit weird as 'James' doesn't work in Finance apparently but yet he was able to see the email that I replied to from finance@lordofthespins.com!!!! He did look at the document I sent and confirmed that everything was clear and I should have no problem getting paid now!!!

Anyway, he told me about HIS frustration in this matter and how he will speak to Finance and the manager and get my payment fast tracked. I'm not holding my breathe but let's see what 'James' pulls out of the bag this time!!!

We can confirm that the identification was checked and verified on the 24th of November 2020 and payment request was sent to the payment processors.

For additional update, kindly contact the casino Live Chat Support.

Cheers

I can also confirm this. However, it has taken 16 days and a few email and another of negative chats to get to this stage. Your customer service skills are terrible and it reflects with the score that casino guru has given you.

I will inform casino guru once I have received the money into my account, hopefully it will be the right amount.

Casino guru,

Money received. Thank you so much for your help.

Lordofthespins,

I think with the amount of complaints and the score that you have with Casino Guru, something needs to change drastically.

I totally understand that you procedures to follow however, your customer service/relations is absolutely terrible.

Take heed and change, until then I will never recommend your site to no one.

Dear Chris,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru