Lord of the Spins Casino - Os ganhos de bônus do jogador foram anulados.

With a deposit of €25 + 200% bonus, the profit was €2950. Was played until the minimum amount wg. Bonierhalt was implemented, here I always asked in the live chat how much still needs to be implemented. Finally I was allowed to pay out. Now I get the information that I am denied the win because it is forbidden to place single bets that are equal to or greater than 30% of the value of the deposit currently in play.

Bei einer Anzahlung von 25€ + 200% Bonus, betrug der Gewinn 2950€. Gespielt wurde solange bis der Mindestbetrag wg. Bonierhalt umgesetzt wurde, hier habe ich im Livechat immer nachgefragt wie viel noch umgesetzt werden muss. Schließlich durfte ich auszahlen. Nun erreicht mich die Information das mir der Gewinn verweigert wird, da es verboten ist Einzeleinsätze zu platzieren die gleich oder größer als 30% des Wertes der aktuell im Spiel befindlichen Einzahlung ist.

Dear BSA,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, and this is what I found (here):

„Lord Of The Spins Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, inter alia:

14.1 Placing single bets equal to or greater than 30% from the value of the Bonus, deposit or Comp Points value credited to the player account.

14.2 Using the double-up feature to increase bet values.

14.3 Placing bets equal, zero, low margin bets or hedge betting, shall all be considered irregular gaming for Bonus play-through requirement purposes."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hello,

How do I find out the competent supervisory authority of the online casino? I have read the General T&C. There was also a link to the Bonus T&C which I clicked on. However, there was no forwarding there. I have tried and documented this several times and recorded it on video.

Hallo,

wie kriege ich die zuständige Aufsichtsbehörde des Online Casinos raus ? Ich habe die General T&C gelesen. Dort war auch ein Link zu den Bonus T&C, wo ich draufgeklickt habe. Allerdings gab es keine Weiterleitung dorthin. Dies habe ich mehrmals versucht und dokumentiert sowie als Video aufgenommen.

I'm afraid, BSA, that this casino operates without a valid license and there is no Licensing Authority that I could recommend.

Could you please advise if you are aware of placing bets greater than the allowed ones?

Dear BSA,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.