I have deposited an accumulated amount of ￡600. My last deposit was for ￡100 and I managed to win €1600 playing blackjack then roulette. 

The casino has made me aware of one of there terms and conditions that I'm not allowed to stake more than 30% of my initial deposit ammount (￡100) witch would be ￡30 per hand or roullette spin. No casino in the U.K. that I'm aware of operate in this manner so I'm unfamiliar with this rule. The casino have told me that I will not receive the money and they'll basically be voided. Where do I stand on this matter? If they dont honer it can I requested all my deposited funds back from my bank as I feel I've not received what I thought from playin at casino and feel ripped off.

Dear Ross,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots including your game history. I’m sorry to hear about your issue. I have checked the T&Cs, and this is what I found: 

"Irregular play" includes, inter alia:

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

Using Martingale, double-up and similar systems and strategies.

"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."

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. Specifically, 'fair and safe casinos' should:

Enforce maximum bet sizes, restricted games and other bonus conditions.

Please, could you confirm that you were playing without a bonus? We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you.

Best regards,

Petronela

No bonus money was used.

Thanks for the quick response

I also sent this to there complaints team.

I deposited a total of €580 in the last 30 days. My last deposit was for €100, through playing blackjack and roulette I increased my balance to €1600. I attempted to withdraw that funds and they were declined. After a call from one of your agents he stated the reason for delining this was your terms and conditions 16.3.

After a conversation I recorded on the phone with "Allan" the Vip manager, he informed me the finance team overlook 16.3 if its only happened 1-10 times or your a highly regarded Vip player. So you dont follow your own terms and conditions its either you let it happen or you dont. I feel cheated and feel your using preditory tactics for financial gain.

I want a resolution to this or I will be taking this further.

As far as I'm aware no UK land based or online casino operate these terms and I feel cheated. I'm requesting full payment on the €1600 euros that you declined. I look forward to your response.

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

Hi Ross, 

I'm taking over your complaint. I completely understand your frustration. We strongly disapprove of enforcement of this rule and find it predatory. I'm sure it will be a tough one, but I will contact the casino and see what can be done. 
We would like Lord of the Spins Casino to reply to this complaint and to reconsider enforcing this rule upon your VIP player. 

For your information I'm not a Vip player. 

I also got the below response from them when I've got in touch with the complaints team.

Dear Ross,

Please be advised that the decision to decline your winnings in accordance to the terms and condition of the casino remains the same.

Please note that your none lost deposit of €100 has been returned to your casino account to try and win again within the rules of the casino or you may claim it back as a refund.

Kind Regards

Lord of the Spins Support

We appreciate you bringing this matter to our attention.

We do empathize but we cannot overlook our financial and the complaints team findings when there is a violation of the terms and conditions found within your gameplay. They are clearly outlined in the terms and conditions to avoid these types of issues.

We're afraid there is nothing more we are able to do for you due to the nature of the terms and conditions breach. 

Kind regards

LOTS CASINO

I also recieved this response after I told them I was going to take things further:

Hi Ross
 

We have dealt with your concerns on the previous emails, however, we must reiterate to you the terms and conditions of the Casino.
 

When you create an account at the Casino you are entering into a legally binding contract which means you are agreeing to all the terms and conditions at the Casino. The Casino also expects all potential players to read all the terms and conditions. Some feel that our terms do not fit their play and decide not to play.
 

In your case, you made an active choice to play at the casino and therefore your gameplay was verified against the terms.
 

We see that the finance team have refunded your non-lost deposit back to the source.
 

Kind regards
 

Lord of the Spins Casino
 

Thats my response:

Good afternoon, 

What I want to know is after a conversation I recorded on the phone with "Allan" the Vip manager, he informed me the finance team overlook 16.3 if its only happened 1-10 times or your a highly regarded Vip player. So you dont follow your own terms and conditions its either you let it happen or you dont. I feel cheated and feel your using preditory tactics for financial gain.

Why is this rule not always enforced if its in your term and conditions?

Regards Ross

 

After checking my bank account today I've noticed they have refunded my €100 deposit. I never asked to withdraw the funds as thats not what my dispute is about, its about €1600 that I won, got the withdrawel rejected and my winning confiscated.

It seems to me like they're trying to distance themselves as much as possible from this as  they know what they're doing is wrong.

Hi Ross,

I'm afraid, there is not much I can do to help you. We don't have the authority to force casinos to pay winnings to players. Casinos can form their own T&Cs and set their own rules for the game play. However, in this case, the rules are not compatible with our fair gambling codex and not very player-friendly. The only thing I can do is to mark the complaint as unresolved. This will affect the overall rating of the casino. I understand, this isn't a satisfactory solution to your issue. However, the decrease of rating caused by unresolved complaints could change the casino's approach. I really wish I was of more help.

Best regards,

Peter