Lincoln Casino - O depósito do jogador foi deduzido de seus ganhos.

Hello,

i have signed up on this casino and won 100 dollars on the free 15 dollars welcome bonus.

I did not break any terms and i went up to 120 dollars. Which i tried to withdraw.

The casino then sent me a mail to verify my account which i did and it was approved.

I then received a mail that the maximum withdrawal from free bonus was 100 so they canceled the 120 and asked me to withdraw 100, which i did.

Then a few days later, i received a mail again telling me that in order to make the withdrawal approved, i needed to make a deposit of 25 dollars. So i made the deposit and asked a withdrawal of 125 dollars.

Yesterday i received a mail telling me that i need to verify my account by sending same documents which were already approved.

I contacted the chat where the agent told me that mail was an error.

Today, i received a mail telling me that the withdrawal of 125 was declined and 25 dollars confiscated since the max winnings from free bonus is 100.

This is not right. They cannot take my deposit of 25 dollars like that and saying that the maximum cash out from free bonus is 100. In some other words, they considerated my 25 dollars deposit as it was a winning from the free welcome bonus, which is not. 100 is the winnings and the 25 is from the deposit i made.

They rather pay me 125 (100 from winnings and my 25 deposit), or pay me the 100 from winning and leave the 25 on my account so i can play them, since it is my deposit.

They are trying to steal me my deposit of 25 pretending it was winnings from free bonus.

I am making this complaint since i have been waiting and fooled since 22nd of December.

Dear mrmileena,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Bonus Terms of Lincoln Casino, and this is what I found:

Free bonuses

If you are lucky enough to receive a free bonus, a non-deposit bonus, a bonus that does not require you to make an associated purchase of casino credits, for any reason, including winnings from tournaments, please ensure you are aware of the following additional terms:

1. For account verification and fraud prevention purposes, all players must make at least one deposit of at least 20.00 ($, €), before any withdrawals can be processed.
2. All deposits must be wagered, in full, a minimum of one-time before a withdrawal may be requested.
3. Payouts from winnings generated from any non-deposit bonus, including tournament prizes awarded, are limited to five (5) times (X) the original bonus amount, or the minimum payable amount based on the chosen withdrawal method, whichever is the higher amount. For current amounts, please refer to the Banking page
4. The wagering of any portion of a non-deposit bonus on Roulette, Craps or Baccarat games is strictly forbidden.
5. All non-deposit bonuses have a Wagering Requirement of 40x unless otherwise stipulated.
6. Payments are processed in the currency that the account is registered in.
7. At Lincoln Casino we do place some limitations on the number of free bonus coupons you can redeem, based on your Lincoln Rewards level. For new players, who have not purchased a minimum of $25.00/€25.00 of real money credits at Lincoln Casino, the limit is ONE. Once you have enjoyed one free bonus offer, you will need to upgrade your account to at least the first level of Lincoln Rewards. For all other level limits, please visit your level rewards page for details, accessible from the home page of this website.

Please allow me to ask you a few questions to clarify your situation.

Did you wager your deposit before you submitted your withdrawal request?

When your withdrawal request was declined, did the casino return the $125 to your account, or have you received only $100 back?

When was the last time you communicated with the casino customer support and what was your communication about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika, thank you for your message.

I didn't wager the deposit once since they didn't ask me in the mail, they only asked to deposit and didn't precise i needed to wager it since it was a deposit for verification to be able to withdraw.

The withdrawal of 125 dollars which included the 25 deposit was declined and 100 dollars were back on my account. They confiscated the 25 dollars deposit stipulating the max cash out from non deposit bonus is 100.

I talked to the chat yesterday which told me they will look into the query but honestly they keep doing mistakes and didn't pay me since 22nd of December. Even it was a non deposit bonus, it's not normal to wait almost 3 weeks.

Do you want their last mail?

They redeposited the 25 usd in my account saying it was an error. This is like the 5th error since 22nd of December lol.

I am waiting now my withdrawal to be paid out. They put the deposit back on my account but didn't pay out the winnings at the same time.

Thank you for your replies. I'm glad to hear that the deposit has been returned to your casino account. Have you wagered the deposited money yet?

Also, what is the current status of your withdrawal request?

If you have any communication between you and the casino customer support that could be relevant to the investigation of your complaint, kindly forward it to me. My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Hello,

Yes, i wagered the deposit and lost it since they asked after making withdrawal.

However, today i received that mail and i asked support why but they couldn't answer me:

We are contacting you from Lincoln Casino Casino.

Your account has been reviewed, and the decision has been made to close your account, as it did not pass our security checks.

In the event that a new account is created under your name, it will be closed.

Regards,

I don't understand why i didn't pass the security check since my verification documents were approved weeks ago and they asked me to make a deposit. If there was a problem, it should have been detected during verification process. And not telling me everything is ok, make the deposit and then close it. In plus, when i asked refund of my deposit, they refused saying i wagered it. It's ridiculous knowing they asked me to wager it for withdrawal.

This casino is a fraud.

Thank you for the update. Did you receive your withdrawal of 100$, or did the casino close your account before your withdrawal was processed?

Hello Veronika,

No i didn't receive anything. They kept the 100 dollars and didn't want to refund my deposit since i wager it, knowing they asked me to wager it to be able to withdraw. They closed my account and i received no money.

Thank you very much, mrmileena, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you mrmileena for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lincoln Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Peter,

Thank you for your time caring this complaint.

Yes, let's wait what they will say.

mrmileena, I was in contact with the casino representative and I was told you went around restrictions imposed on your information by using different emails and names. The casino will return your deposit and afterwards, we will reject your complaint. We strongly advise against such behaviour as it can lead to similar situations in the future. Let us know when you receive the deposit, thank you in advance!

Hello,

I didn't use different names. I tried to create an account with my actual mail address but it didn't work. So i tried to recover the password to check if i already had an account by them but it said email do not exist and i didn't receive any email from them. So i created an account using my 2nd email address and it worked. I put my real names and true informations as always. I didn't use other names as they mentioned.

Maybe i created an account like 10 years ago when i started playing casino but i don't remember. Although if it was the case, it should have been noticed during verification process but they approved my documents. So to me everything was fine.

I'm waiting my deposit back, I'll tell you when it's the case.

Hello,

I have received the refund of my deposit back.

You can close this complaint.

Thank you once again for your investment.

Thank you for the update mrmileena, I'm glad to hear you have received the deposit. As explained earlier we will be rejecting your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter