Hi. i deposited 20 euro and played a slot game Gem 777. I won 300 euro total and requested a withdrawal.

The next day i deposited a further 20 euro and this day i won 500 euro when i requested the withdrawal it advised me i was unable to have 2 withdrawals at one time. Therefore i cancelled the 300 euro withdrawal from the previous day which meant i now had 800 euro in my bank and requested to withdraw it together in one withdrawal.

The next day i received the following email:

Dear Jasmine

As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met.

Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit.

We have therefore cancelled your withdrawal request and removed the winnings.

Obviously i was shocked as i believed i had played fairly. I went on to speak to several people on live chat and asked them to explain to me what i had done to not follow the rules. They basically informed me that as i deposited 20 euro the max bet i am able to place is 30% of 20 euro being 6 euro per bet. They informed me i had placed bets as high as 12.5 euro and this is why my withdrawal was declined.

However this was not the case for both deposits. Yes on my 2nd deposit of 20 euro i did bet 12.5 euro therefore as much as i feel these terms are ridiculous i have accepted the fact my winnings of 500 euro have been for fitted.

However the previous day when i deposited 20 euro i did not at any point place a bet higher than 5 euro and i won 300 euro.

I have screen shots from all my game play and timings and it clearly shows the two lots of money relate to separate deposits and separate bets also on separate days.

The only reason the two amounts of winnings were joint together was because the site will only allow one withdrawal.

Therefore i can not see any reason why i am not entitled to the 300 euro that i won without breaching any casino rules the previous day.

I have attached pictures to prove all my game play and proves on 30th June i did not at any point place a bet higher that 5 euro. The pictures show that yes on the 1st of July i did place a bet higher than the allowed amount however this was on a different day and was with a completely new deposit.

The casino is refusing to pay me what i am owed and when i ring there "uk number" the man answers and claims he is not lord of the spins casino and that the casino is unlawfully using his number.

When i speak to someone on live chat they just keep sending me the terms and conditions and saying they can not help me. They are not looking into my account and seeing these transactions and game

plays were on two different days and do not relate to the one deposit.

It has been awful and no one seems to want to help me.

Dear Jasmine,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the T&Cs (https://www.lordofthespins.com/general-terms-conditions/?lang=en), and this is what I found:

" 16.3 .  "Irregular play" includes, inter alia:

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

Could you please forward me your whole game history 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,

Kristina

Hi Kristina, I have emailed you my full game history and images to show the two separate deposits.

I hope you can help

Many Thanks

Jasmine

Thank you very much Jasmine166 for your reply and emails. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

This is the last response have received from the casino:

Hi Jasmine

Thank you for your email.

We understand that you are contesting the casino's decision to void your winnings as you have broken the terms and conditions of the casino.

We have seen that you have had cancelled your withdrawal of 300 Euro and you combined it with your winnings of 500 Euro. Unfortunately, once you cancelled a previous withdrawal and combined it with other winnings, they become one entity. They are being audited as one withdrawal and not separately.

It is very unfortunate that you have had cancelled the previous withdrawal, however, the casino's decision to confiscate the winnings are correct under the terms.

If you have any further questions, please let us know.

Kind regards

LOTS Casino

However i have read through all the casinos terms and conditions and i can see nothing in there to support this and still can not understand why i am not due the 300 euro i fairly won.

Many Thanks

jasmine

I have replied to the Casino's email and stated how there is nothing in there withdrawal policy that states this. Also nothing in the term s and conditions that states the below statement.

"once you cancelled a previous withdrawal and combined it with other winnings, they become one entity. They are being audited as one withdrawal and not separately".

The Rule " 16.3 . "Irregular play" includes, inter alia:

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

Clearly states it relates to the deposit that is IN PLAY. I have accepted due to this rule the deposit in play on the 1st July which was 20 euro i did place a bet higher than 30% therefore the 500 euro is now void.

However the 300 euro i won on the 30th June relates to the 20 euro deposit on a separate day - at no point on that day did i breach any casino rules?

baring in mind the only reason i combined the two winnings from separate days is because the casino only allows one withdrawal at once. I went to withdraw the 500 separate and it said i could not as the 300 euro was pending that is the only reason i cancelled the 300 euro so i could withdraw the full 800 at once.

If there is no where in there terms and conditions stating this rule about combined withdrawals being audited as one even though they relate to separate deposits how can they withhold the money from me?

They are now not replying to my emails when i am asking them to show me where this is covered in there terms and conditions.

I really hope you can help

many thanks

jasmine

Hello Jasmine,

I looked at your complaint and will do my best to help you. Before we can move further with this case, could you confirm that you didn’t activate any bonus while depositing? Thank you in advance.

Hi there. I did not activate any bonus's.

Many Thanks

Jasmine

Hello Jasmine,

In this case applying such a rule we consider as highly unfair and predatory. In other words, if you played with the bonus, then the casino can use some special rules (and they should be clearly visible) but for real money play the game should be clear - and no such rules as 30% of the last deposit should be applied (why should I remember how much was my previous deposit and thinking on 30% from that all the time when I want to have fun, right?) 

Sad is that there is a group of casinos which still use this terms (even after we explained multiple times why we consider them as predatory, probably it depends on their platform, so it is not easy for them to change it) In the past, they confiscated lots of winnings based on this rule. As the defence they use: you agreed with our terms.

We already penalised these casinos - and as you can see, they don't have a good rating here. 

The good is that they are very active here, so I hope they will give us some official statement here. (but I am afraid that they will refuse to pay you)

Thank you for reaching out to us.

We have checked the gameplay involved and as we can see the withdrawal of 300 Euro was cancelled and a new pending withdrawal of 800 Euro was requested.

The source of Withdrawal ID  2295164 of 800 euro are as follows:

Deposit - 2295162 of 20.00 Euro

Deposit - 2294705 of 20.00 Euro

The gameplay was audited and we can confirm that bets over the limit were made.

We understand that you do not agree with the casino's implementation of the 30% betting rules, however, it is clearly stated in casinos terms and conditions.

We would like to ask Lord Of The Spins Casino for their final statement regarding this case. Thank you for your cooperation, and Jasmine, we thank you for your patience. 

I have now cancelled my account with Lord of the spins and reported them to the gambling commission. Awful company and from what i have been told they are going to be shut down very soon. Thanks for your help Casino Guru. As for Lord of the spins i wouldn't even give them the time of day.

Dear Jasmine,

I completely understand your feelings. Just I think UKGC won't be able to help you - this casino operates under Curacao License - you should complain there, but don't expect some miracles. They are well known for their passivity.

Since we haven’t reached a satisfactory agreement, we’re closing this complaint as 'unresolved'. 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,

Juli