Complaint #2
Lavadome Casino
Unjustified confiscation of winnings and accusations of duplicate accounts
7 years ago
Hello, Askgamblers team.
Such situation:
On August 20 I registered into the casino and made my first deposit, got a bonus and lost everything.
Yesterday September 8, I received an email from the casino, offering 70% bonus + 70 free spins.
Wrote to chat, I was confirmed that the bonus is available.
I made a deposit of 2300 rubles and received a bonus of 1610 rubles.
I played for a long time, and when I fulfilled the requirements of the wager on the balance sheet it was 15,034 rubles.
I made an application for the payment of 15,000 rubles, and uploaded all the documents for verification.
This morning I found a letter on the email:
"Dear Anton,
We are compelled to inform you that your winnings from the bonus on the second deposit will be confiscated, due to the violation of the following rule:
"All offers of bonuses are strictly limited one by one to: a person and his family, home address, e-mail address, IP-address, phone number, one electronic device (computer, mobile phone, tablet, etc.), unless otherwise specified."
https://www.lavadome.com/en/bonus-terms
You can play for real money, but bonuses will not be available in our casino.
We hope that this news will not affect our further cooperation.
Regards,
Lavadome Casino Support Team"
I did not understand the essence of the claims and went to the chat casino.
I asked what the rule I had violated and received the following answer:
"According to our rules, each player can create only one user account. Creating multiple user accounts by the player will result in the termination of accounts and the confiscation of any winnings received. The player must register in person. The player must not grant access to his user account or authorize the use of the Site by any third party, including minors, but not limited to them.
https://www.lavadome.com/en/terms-and-conditions"
I said that this can not be, since I play only from my PC and iPhone.
For 10 years of playing online, this is the first charge of duplicate accounts.
"Sorry, but our security system has detected duplicates in your account. Unfortunately, the creation of several accounts is a violation of the rules of our casino. The funds won with the bonus were confiscated. Bonuses are further inaccessible to you. Unfortunately these are final decisions and are not subject to revision. We are very sorry.
Can I help you any more, Anton?"
Now I do not understand what is happening, from such impudence simply shocked.
On my balance of 2300 rubles and after such unreasonable charges they think that I will continue to play there ?
If this is a casino error, I'm waiting for an apology and a payment of 15,000 rubles.
If this is a deliberate deception of the client, then for a casino with an MGA license this is simply outrageous.
I ask help Askgamblers, this is a very small amount, but to blame me for what I did not, I will not let!
Such situation:
On August 20 I registered into the casino and made my first deposit, got a bonus and lost everything.
Yesterday September 8, I received an email from the casino, offering 70% bonus + 70 free spins.
Wrote to chat, I was confirmed that the bonus is available.
I made a deposit of 2300 rubles and received a bonus of 1610 rubles.
I played for a long time, and when I fulfilled the requirements of the wager on the balance sheet it was 15,034 rubles.
I made an application for the payment of 15,000 rubles, and uploaded all the documents for verification.
This morning I found a letter on the email:
"Dear Anton,
We are compelled to inform you that your winnings from the bonus on the second deposit will be confiscated, due to the violation of the following rule:
"All offers of bonuses are strictly limited one by one to: a person and his family, home address, e-mail address, IP-address, phone number, one electronic device (computer, mobile phone, tablet, etc.), unless otherwise specified."
https://www.lavadome.com/en/bonus-terms
You can play for real money, but bonuses will not be available in our casino.
We hope that this news will not affect our further cooperation.
Regards,
Lavadome Casino Support Team"
I did not understand the essence of the claims and went to the chat casino.
I asked what the rule I had violated and received the following answer:
"According to our rules, each player can create only one user account. Creating multiple user accounts by the player will result in the termination of accounts and the confiscation of any winnings received. The player must register in person. The player must not grant access to his user account or authorize the use of the Site by any third party, including minors, but not limited to them.
https://www.lavadome.com/en/terms-and-conditions"
I said that this can not be, since I play only from my PC and iPhone.
For 10 years of playing online, this is the first charge of duplicate accounts.
"Sorry, but our security system has detected duplicates in your account. Unfortunately, the creation of several accounts is a violation of the rules of our casino. The funds won with the bonus were confiscated. Bonuses are further inaccessible to you. Unfortunately these are final decisions and are not subject to revision. We are very sorry.
Can I help you any more, Anton?"
Now I do not understand what is happening, from such impudence simply shocked.
On my balance of 2300 rubles and after such unreasonable charges they think that I will continue to play there ?
If this is a casino error, I'm waiting for an apology and a payment of 15,000 rubles.
If this is a deliberate deception of the client, then for a casino with an MGA license this is simply outrageous.
I ask help Askgamblers, this is a very small amount, but to blame me for what I did not, I will not let!
Screenshot
