I deposited 45 euro into my account and won 1500, which I sent for withdrawal. Two days later the withdrawal is not pending anymore, but my original deposit amount has been sent back to my playing account.

the casino are are very hard to get in touch with. But when I finally did, they said they had confiscated my withdrawal because my bets We’re more than 30% Of total deposit. Surely this is wrong. what Can I do now?

Dear Waldo,

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

"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 deposit currently in play.

"Total bets" is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the "spin" or "play" or equivalent button."

We will contact the casino and ask for their standpoint, but, before we do so, please could you tell me if you are able to reach your game history (please forward it to [email protected])? Additionally, could you confirm that you didn’t activate any bonus while depositing? I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you. 

Best regards,

Petronela

Hi, I will forward my game activity as soon as I can, and no bonuses were active.

thanks

Thank you very much Waldo for your quick reply. I will now transfer 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. You can forward your gaming history to [email protected]. 

Hello Waldo2988.

Please forward your game history to [email protected], and I will check it.

Dear Waldo2988,

We are extending the timer by 7 days. So far, I didn't receive any message from you. To be able to help you, we need at least something what we can use in an investigation. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

We have already received an email from the player. I would like to ask Lord of the Spins Casino to give me a hand in this case.

Thank you for bringing this matter to our attention.

We see that the winnings were voided under the following bonus terms:

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
• Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus. This max bet limit applies to all players even if no bonus is received, or if the Total Wager Requirement has been cleared

The withdrawal source are as follows:

Bonus - 5 EUR

Deposit - 45 EUR

The gameplay shows that significant bets were placed over the limit. We see that the withdrawal amount changes but the source stays the same.

Details to support our claims were provided by email to casino guru.

Regards

LOTS CASINO

Hello Waldo2988.

We received evidence from the casino, and it seems that indeed your winnings were reached while bonus was still active. While you were depositing €45, you had still an active bonus on your account. With this bonus funds on your account you multiple times breached the rules: you played table games, and you violated maximum bet rule.

I am very sorry, but the casino has the right to void your winnings.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions and casino explained the situation which we consider as legitimate.

The player can reopen this complaint anytime.