I have previously played on this site depositing 100 at a time and withdrew around 4300 playing chilli pop at 2.50 a spin. They have a bonus feature 10 spins for 122.50 so once I see my money go up I have a shot at that.

since a successful withdrawal I have tried my luck again depositing 100 and winning 1700 playing in the same way. The next day I deposited 7 100 euro deposits and won again so I merged the two withdrawals together cancelling the 1700 one and adding the other to total 4990.

ive since received an email saying I have played unfairly and more than 30% of my deposit in a bet so all my winnings and money have gone!! I was so upset. I’ve been spoken to very patronisingly saying if I played by rules I would of been paid but I did not. I did!! I played the exact same way I did 3/4 weeks previously. 122.50 feature is for 10 spins therefor 12.50 a spin but even at that I deposited almost 800 euro to win the 4990.

I’m waiting to hear back but they haven’t been any help on live chat.

Dear Rebecca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found: 

"Betting rules

You must bet according to the specific rules of the game you are playing.

We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

"Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play.

Buying an in-game special feature (including but not limited to free spins) for a purchase/buy-in cost equal to or over the 30% of the current deposit in play."

I would like to emphasize that according to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos

'Fair and safe casinos' are those that meet all criteria for 'fair casinos' and have also implemented measures that prevent players from accidentally doing something against the rules or their own best interests.

'Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts. 

Rebecca, could you please advise how much was your last deposit prior to purchasing a bonus feature 10 spins? We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you.

Best regards,

Petronela 

Dear Rebecca,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi

sorry for the delay. I deposited ￡100 then I deposited 6 further ￡100 transactions. I tried to say the feature is for 10 spins therefor only 12 a spin so less than 30%. I had no clue about this in their terms and conditions or no way would I of played. The fact I done it before and managed to withdraw successfully I thought I was playing fair.

Thank you very much Rebecca 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.

Hello Rebecca,

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. Please, can you specify what rule exactly the player broke? I will set the timer to another 7 days so that the Casino can give some expression.

They will come back and say I bet more than 30% as I done 100 deposits at a time and used a 122.50 feature.

i can’t stress enough that I wasn’t aware this was deemed as ‘unfair play’ I have played the same way on a similar site on the same game and had no issues and I even played on lord of the spins using the feature and withdrew no problem! It is a feature for 10 spins therefor 12.50 a spin, this is less than 30% of my 100 euro deposit so it’s fair as far as I see. I can understand completely if I had received a bonus but I never ever accept a bonus or enter a code as I like to play fairly with my own money without wagering requirements.

We can confirm that the winnings were confiscated due to irregular play.

The deposits involved are:

Deposit - 2184515 - 05-May - 100.00

Deposit - 2187230 - 06-May - 100.00

Significant bets over the limit are placed on the game of Chilli Pop and these are the reason why the winnings are confiscated.

We understand that you do not agree with the cut however you accepted the casino t&c's when you created the account. The max bet limits are clearly outlined in the terms and conditions to avoid these types of issues.

ok well can you give some clarity on what is meant by this email? You say here that you were aware I mentioned I had a gambling problem however you let me back on your site to play? Surely this is against regulations therefor my money should be returned to me.

The email is clear and there is no need to provide further interpretations into it. As it states:

"Hello Rebecca,

Following your request to close your account, I want to inform you that your account has now been closed.

Self-Exclusion: If you chose this option, your account will be blocked for the time you specify....."

It is a confirmation that your account is closed as requested on 19th May 2020. Here is your request:

You have not chose the option of self-exclusion, therefore, it does not apply to the closure of your account.

We find it preposterous to claim now that you have gambling issues when you had ample opportunity to informed the casino, yet not once you ever mentioned that you have a gambling problem.

The casino has not allowed you to play after the closure of your account as requested on 19th May and the account remains closed to date.

I did inform, you didn’t provide enough support to ensure I didn’t reopen my account.

do you know what, I can’t even be bothered I just want to move on and never gamble again. I’ll make sure no one I know ever uses your site. Along with you’re crazy terms and conditions, you haven’t provided the correct support, greed comes to mind.

Let me explain to you what is the difference between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if she is unhappy in the casino: Close the account or self-exclude herself, that's the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agree not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

In your case, you asked the casino to close your account and they did. Casino states that the winnings were confiscated due to irregular play.

Dear Rebecca,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have self excluded on GameStop for 5 years and have emails to prove this. I also have self excluded on bronze casino, crazyno and another sister site which I also have emails for. I asked to self exclude through chat and don’t have screenshots of this. When you self exclude it’s meant to be across the board.

Dear Rebecca,

You stated few messages earlier (on 19.5.2020) that you "even played on lord of the spins using the feature and withdrew no problem!". I would like to ask if you received some info about change in rules because the part of T&Cs causing your winning to be confiscated is new. If you didn’t receive any information about this change we can try to confront Casino to pay your winnings.

No I was never noticed about a change in terms and conditions I can send dates of my previous withdrawal and then the one that was confiscated if that helps? Because I had played this way previously (and again never accepting any bonuses as I know there’s wagering requirements) I didn’t think I had done anything wrong at all.

please see attachment of previous withdrawal on the 8th April

I definitely didn’t receive any information on new terms and conditions not via email, live chat

or when depositing. When I told

them on live chat how I’ve played this way previously no problem and withdrew they basically said it must of slipped through the net. I might have screenshots of this.

Dear Lord of the Spins Casino,

In my opinion you should pay this player her winnings because she wasn’t notified about change in T&Cs regarding this rule: "Buying an in-game special feature (including but not limited to free spins) for a purchase/buy-in cost equal to or over the 30% of the current deposit in play". Rebecca proceeded as before and first she was able to withdraw her money as she mentioned "I even played on lord of the spins using the feature and withdrew no problem".

The terms and conditions of the casino was updated before the player's gameplay.

1.2. We reserve the right to suspend, add, end, amend and/or supplement these T&Cs from time to time as deemed appropriate. We are under no obligation to verify if all Clients use the Internet Site and/or the Software according to the updated rules of these T&Cs. The version posted on the Internet Site(s) is the effective version, and that which you should use as reference. It is your responsibility to inform yourself regarding the T&Cs, as well as being familiarized with the modifications that affect or will affect you.

Yes I’m aware they were updated as you’ve said many a time but you failed to notify me of this change. You can’t expect players to read through paragraphs of T&Cs before every deposit

I understand your point but please for one moment consider the player's situation.

Based on your rules, all players should check casino terms and conditions before they start to play. This is an absurd situation. Nobody wants to read so much text of the terms and conditions over and over and try to discover what's changed. If there were at least a date of the last change, it would be much more user friendly. And send a notice to all players after each change with highlighted changes is a nice business practice too.

In this case, the casino changed terms and players didn't even know about this. I understand that you can do that based on casino terms, but we consider this situation as unfair and predator from the side of the casino.

Please reconsider one more time the case and consider all our suggestions.

Thanks for your help.

Dear Lord of the Spins Casino,

I would like to ask you for final statement. Did you reconsidered this case, please?

I very much doubt they will. I cannot stress enough I understand if I accepted a bonus etc, I’d of been ok doing 20 euro spins but a feature allowing 10 spins for 122.50 (12.50 a spin) is prohibited? It’s crazy, and also the fact I played the exact same way before and had a successful withdrawal is even more frustrating.

We have provided our view on this case and the decision is final.

?? as I thought.

Dear Rebecca,

We have examined your case and decided to close this complaint as unresolved (against fair gambling codex). Lord of the Spins Casino has Curacao license and if you believe that further investigation helps you can write an email to Curacao licensing authority for free: (Here is the email - please use this complaint as a reference when you will write them) http://www.gaming-curacao.com/. I'm very sorry, but Casino’s decision is final and we couldn’t do more for you. Player can reopen the complaint anytime but must have some new information (for example a response from the gambling authority). If you need any help with contacting gambling authority, let us know.

Thank you for your help it’s much appreciated

Thanks for your cooperation, too. I am really sorry for bad experience with Lord of the Spins Casino. I will close this complaint as unresolved as was mentioned before.