Dear Ovidiu,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked bonus terms and conditions, and this is what I found:

"The casino reserves the right to remove winnings and withhold withdrawals where irregular play is evident. Irregular play is defined by the casino as one of the following. i. Using double up strategies like Martingale etc. ii. Placing zero, low margin or hedge betting are all defined as irregular betting for bonus play through requirements.

Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met."

Please could you indicate how much you have deposited when activating a bonus? Unfortunately, I have to say that if the casino shares all the relevant information on its website and none of the important rules are hidden, there is not much I can do for you in this matter. I understand that it would be easier for the players if the maximum bets were controlled and enforced by the casino during the bonus play, but, unfortunately, that is not a common practice. Please understand that breaching the terms leads to confiscating the bonus winnings and it is an irreversible process. Let me know if there is any additional information that I have overlooked. Thank you in advance for your reply.

Best regards,

Petronela

I did  a mistake  when I explained  my situation, I just speak with  customer  support  and they  said the financial  team did a mistake.  Is not irregular  play becouse, my bet was 8€,  the game that I played  have the option to buy the bonus straight  away. The bonus on 8€ bet is 720€,  they didn't  check  that I buy the bonus, my bet was 8￡ not 720, I just buy the bonus. I am 100% sure I am allow to do that l, if you allow me I can add print  screens. And if you can leave the case open until they verify  the mistake, I can put all the print screens  that I have from my game history. If you allow this.  

 Iregular play  doesn't mean i don t have the right  to buy I fueture  bonus. They did a misktake  because  they didn't  check that, I hope the financial  team will check  and see where  is they're  mistake.

Dear Ovidiu,

You can forward all the relevant screenshots to [email protected]. Thank you in advance.

Already  sent

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

Even though we dislike the 30% rule, we accept this rule when t comes to bonus play. In your case, game history could be handy. If you didn't make any bet higher than €10, then you didn't violate the 30% rule.

About the FruitBetCrazy slot: I didn't find anything which confirms that buying the bonus is prohibited. I believe that the RTP of this slot was calculated with all the in-game features. Restricting you from using all in-game features which slot has doesn't make a sense.

I would like to ask Lord Of the Spins Casino representatives to explain to us what happened.

We can confirm that the player's gameplay was reviewed and we see that that bet over the limit is indeed a bonus buy feature. 

Thus, the player was called immediately to informed that the initial audit of his gameplay was incorrect and his winnings were reinstated. 

We must note that KYC is not completed on the account. @Ovidiu please provide all the required documents within the timeframe to complete the KYC.

Further, we must note that the player accusation that his game history was deleted is preposterous and baseless.  The casino has no ability to remove or delete any results.

We hope this is clear.

Regards

LOTS Casino

Thanks, Lord of the Spins Casino representatives for a quick answer.  

Ovidiu, please confirm that your winnings are back in your account, and we can close the case.

Yes, the winnings  are back in my account, I just wanna point  that the casino never contact me when they cancel the withdrawal  request at the begin. I found  out by myself  speaking with one of the live agent.  Anyway thx for your help Casino GURU, the best team. I am still waiting for them to verify  my papers.   Rrly rrly slow. It s been already 8 days since everything  was fix and I did a withdrawal  request. Too slow.     

 Thanks  Casino GURU for your help.

Thanks, Ovidiu and Lord of Spins casino representatives for using our complaint resolution center.  

I am glad  that  Ovidiu complaint is now resolved (In case of any other troubles you can reopen the complaint anytime)

Please Ovidiu also considers the COVID crisis and holidays  - this may also affect the slow response times.  

I am now closing the complaint as "resolved".