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LesA - Casinos do not want to pay!

Ruling

Found for the Player - LesA casino appear to have confiscated winnings from this player based on the way they bet and despite there being no clear rules prohibiting what they did. This would be a considered a 'Spirit of the Bonus' confiscation and is ethically unacceptable.

Read our LesA Casino Review.

Player's Complaint

I took no deposit bonus € 5, successfully complied with the conditions and I turned the balance of 200 euros. Then I sent the documents to verify the account. My account has been successfully verified.

According to the rules of the casino, I made a minimum deposit of 10 euros with Skrill. And he made cashing in the amount of 210 euros, 200 is the maximum amount for cashing bonus + 10 euros my deposit. I thought it would be all right. Because I did not break any rules, I'll stand on this until the end. Because I am confident in his words and actions! And now, 3 days, I go to my email and see that LesA casino returned my deposit of 10, and the gain was written off.

I was surprised and naturally went to the online chat for explanations, nothing coherent to me there was not told. On this basis, I believe that the casinos do not want to pay a well-earned win! I ask you to help me if possible.

Just for your email I sent correspondence with customer support and screenshots as well.

Read the casino review

3 Responses

ThePOGG
February 20, 2015

Hi Zatroil - welcome to ThePOGG.com!

I have reviewed your emails and can say with certainty that LesA are accusing you of being involved in the operation of multiple accounts, be that running accounts under different names or playing as part of a syndicate, or playing in a fashion that would give you an advantage over the house.

To be clear from the start I would support the casino in any case of multi-accounting/syndicate play and I'd support you if this was just a case of playing style.

Before I can do anything to help you I need you to provide me with the username and email address you use at LesA casino.

Thanks,

ThePOGG

ThePOGG
February 27, 2015

Hi Zatroil,

As stated above - I can't do anything to help you if you don't provide me with your username and email address. Please forward these on asap.

Thanks,

ThePOGG

ThePOGG
March 9, 2015

Hi Zatroil,

I've heard back from LesA casino. In their opinion you're in breach of the following term;

13.2 In the event that LESACASINO.COM believes a user is abusing or attempting to abuse a bonus or other promotion using different systems or strategies including but not limited to, playing as part of a syndicate or in collusion with other players, or is identified as playing in a way designed solely to exploit bonus awards, or is taking advantage of any software or system bug or failure or is likely to benefit through any form of abuse, then LESACASINO.COM may, at its sole discretion, block, deny, suspend, withhold or withdraw any user from any bonus or promotion and revoke any associated loyalty points in such manner we deem fit and/or withhold the pay out of the proceeds of such abuse to the player in question. Where LESACASINO.COM shall act in good faith to determine if there was actual or attempted abuse, including but not limited to more than one promotional claim per household (as per Section 13.5 below) , attempts to tamper with the entry process, the operation of the promotion, or violation of the rules for the promotion.

The above term covers a lot of things and as such I have pursued further information about what exactly has happened. LesA are not willing to discuss complaints openly which is unfortunate, but from what I've gathered the particulars of this issue does not relate to fraud or collusion but rather that the casino are unhappy with the way your played. In other words they believe that you were specifically using betting strategies that would give you an advantage over the house, but which are not explicitly prohibited, instead falling under the general category of "abuse".

I've pointed out that without a clear definition of what they consider to be abusive behaviour, expecting everyone to know what their standards are is not reasonable.

LesA are not open to further discussion of this issue and as such this complaint is going to be closed as 'Found for the Player'.

I'm sorry I could not be of any further help.

I would recommend contacting the Gibraltar Gambling Commission (contact details can be found here - http://thepogg.com/regulator/gibraltar-regulatory-authority/) who are LesA's regulatory authority.

ThePOGG

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Zatroil consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

February 20, 2015

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.