Agent Spins Casino - Player believes that their withdrawal has been delayed.

I joined Agentspins casino last week and made two deposits of £20. Both deposits came with a bonus with 33 x wagering requirements. Upon completing the wagering requirements I attempted to withdraw my winnings of £1622.83

I have been asked to submit my documents, however have been informed that I will only receive 10 x my deposit and the remainder of my winnings will be cancelled. They informed me that I needed to make deposits totalling £200 before I am entitled to all my winnings. I have been informed that I will only receive £167.90 as the take payment in euros.

I have not submitted my documents yet as they have stated that once I do this the remainder of my winnings will be removed.

I have played on many casinos and have never come across this restricting your winnings to only 10 x your deposit. I did try to open the withdrawal policy link, however it does not open. Also the ad for this site advertises that you get bonuses an a wagering requirement of 33x.

If I had known this casino only lets you win 10x your deposit I would not have joined and the ad is misleading. I have not submitted my documents yet as I do not want the remainder of my winnings to disappear. I do not know the legal requirements regarding winnings, however restricting payouts to only 10 x your deposits surely can not be legal. Please help.

Dear shazza6089,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear shazza6089,

Have you received your withdrawal from the casino yet?

Hi, the casino refuses to pay out they are saying that you are only allowed to win 10 x your origional deposit. I won £1622 from a £20 deposit. They day it’s in the terms and conditions however the terms and conditions does not open. However a casino can not take 90% of your winnings and keep it and they only would give me £167.

Thank you for your reply, shazza6089. I would like to emphasize, that according to our Fair Gambling Codex, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. Do I understand correctly based on your initial message that you accumulated your winnings with an active bonus?

Dear shazza6089,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Have been told I will not get the money I won as I had not as yet deposited £200. Apparently in there terms and conditions which you cannot access as the link will not open states that you can only win 10 x your original deposit. So if you deposited £10 and won a jackpot they would only let you keep £100!! Never heard of such a ridiculous rule the whole point of gambling is the chance of winning big. Surely someone can challenge their terms and conditions.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear shazza6089,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.