Complaint #8 Lord of the Spins Casino

Unfairly Declined €5,000 Payment

By JAN ERIK A.

7 years ago

Hi. 08th of january i was offered a great bonus. My deposit was 50 euros and my bonus was € 244.
after two days I had a withdrawal on 5000 euros.

Today (after 2 weeks with email after email (no response) and chatting with support) I received an email: "We regret to inform you of the non-validation of your request for withdrawal due to a violation of the terms and conditions of the casino.The gains made were a result of a bonus. We remind you that it is forbidden to place bets greater than or equal to 30% of the value of the free bonus. I asked them what I did wrong and they said: "You did Illegal bet , more than 15 euros " (also over 30% of the value)

1) I did NOT play with 15 euro bet. I am 100% sure.
2) I ve gone thrue all rounds 08,09 and 10 january (total 11 649 rounds): 99% had a bet between 2 and 5 euros. ca 1% with 6 and 7,50 euros

I do have all round history in excell (if you want a copy?) and "tons" of copies from chat and other emails I ve sent

Disputed Casino Lord of the Spins Casino

Reason Bonus terms violation

Amount €50

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Lord of the Spins Casino management in regards of this complaint to confirm and justify the casino actions. The player placed higher bet then allowed, and breached Bonus Terms and Condition, term #12:

12.Lord of the Spins reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, inter alia:

*Placing bets equal to or greater than 30% of the value of the deposit (or free bonus or cashback) credited to the player account.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

AskGamblers

• Support Team

7 years ago

Dear Lord of the Spins Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the matter along with evidence/s where it is clearly visible that the player placed higher bets then allowed. Please make sure to quote the terms which have been breached.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or send to the third party. Please send required evidences directly to support@askgamblers.com.

Thank you for your cooperation

JEA

• Norway

7 years ago

You should learn the meaning of FAIR PLAY!

JEA

• Norway

7 years ago

If this is final?
This is not how you treat your custumers.
I had understood if I had played regularly with higher bet, That I had deliberately tried to trick your casino. But that`s not the case here. It is one over-high bet (av allmost 12 000 rounds) And I cant even remember this round. Maybe this is something that you arranged? I dont know.....? Anyhow Common sence is the keyword. One 1 click out of 12 000