Agent Spins Casino - Player’s bonus winnings have been voided.

Ma petite histoire : j’ai fait un dépôt de 20 euros sur https://www.agentspins.com 1 ou j’ai cumule du cash sur mon compte VIP de 23h00 environ à 5hoo du matin. La ma balance tombe a zero(0). je demande donc les 100 euros sur mon compte VIP qui est du Cash. je joue et gagne des bonus qui me déclenche des gains et décide de passer à la vitesse supérieur de 20 euros par tours et la je monte à 2700 euros je demande donc un retrait. Après vérification de mes docs un opérateur du casino m’appelle en me disant que les inspecteurs des jeux ont décidés de ne pas me payer le gain car j’aurais dépassé les 30% de mes 20 euros de dépôt. Je lui explique donc que ce n’est pas sur mes 20 euros car cela son tombés à zéro(0) dans ma balance et que c’est avec les 100 euros de cash de mon compte VIP. donc 30% de 100 euros égale 33 euros. Mes tours a 20 euros sont donc valide. Il me dit qu’il vas vérifier et remonter l’info et qu’il peut y avoir une erreur du service financier mais ils ont annulés mes gains 2700 euros.

Dear Emmanuel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.agentspins.com/bonus-terms-conditions/?lang=en:

"Agentspins 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."

Could you please forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru?  I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello,

We are not talking about a deposit. These are with my vip points: 100 € in cash so as their article 14.1 indicates 30% I deserve my winnings since my biggest bet is 25 euros video proof supports it.

30% of 100 € I could therefore go up to 33€.

Rival casinos no longer want to pay their player it's simple.

Dear Emmanuel,

Could you please forward your game and bonus histories?

I send you my speudo and password by email, it's better and you will have all the information you need.

merci

Thank you, Emmanuel, for the information but no third party can access your account. Sharing your login information is forbidden in T&Cs and it may lead to an account closure if it’s accessed from different IP addresses. I strongly recommend against sharing this kind of information in the future.

I’ll be waiting patiently for the required information. Thank you in advance for your cooperation and understanding. 

I send you by email my casino account statements as well as the history of my games, not against it is strange nothing on the bonuses

Merci

I will be waiting for your email patiently.

it's done you were

Thank you, Emmanuel, for your email. Could you please indicate when the VIP cash of €100 has been added to your account? I see another two deposits after the €20 was exhausted.

Could you please forward your bonus history too? 

there is no bonus history, it's strange anyway for my VIP point no trace, for the deposit it is the deposit just before having fully played my 1900 euros in earnings that I made cancel and then I won 2700 euros with my VIP points

emmanuel

Thank you very much, Emmanuel, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Emmanuel.

I checked all your files, but unfortunately, the remaining balance is missing from your logs.

However, if you said that the money was from your VIP bonus/money and the mount was €100, then I believe that you fulfil the terms and conditions because your highest bet was €25.

I would like to invite the casino representative into the case. Maybe we can look more closely to the case and check why the 30% rule was applied.

Yes, I don't mind because I just had this morning, as if by chance, a casino operator who called me this morning to confuse me by explaining to me that in any case he would not pay me. because it is based on the deposit of 20 euros

Thank you for reaching out to us.

Can you please provide us with the player's details to be able to check his complaint?

You already know you called me yesterday with explanations that do not hold water. In addition you have blocked my account

thank you that's it

Dear casino representative, please let me know if you still have a problem identifying Emmanuel's account.

We see that the winnings were confiscated as the gameplay broke the bonus terms and conditions:

14.14. Agentspins 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. 

 https://www.agentspins.com/bonus-terms-conditions/?lang=en

On 26 December 2020, Emmanuel started his gaming session with a deposit of 20 euros and a bonus of 80 euros. At 1:45 PM (casino recorded time) he commenced his gameplay and placed bets on A Christmas Carol  - a slots game. He breached the 30% betting rules when he placed 196 bets with the amount of 7.5 Euros on the said slots game.

This is the reason why the withdrawal was declined and winnings were confiscated. Evidence to support our claims can be provided.

In addition to this, Emmanuel had a phone call with one of the casino operators where he has been explained about this case and in response to this Emmanuel requested to close his gaming account.

Dear casino representative: Emmanuel before wrote that he made a deposit and got a bonus, but his balance went to zero. Then he used VIP credit of €100, and from this credit, he won. We would like to check it.

Could you please provide us with Emmanuel's game logs? (matej@casino.guru)

So that's a great idea to check out. In addition on the phone they told me that the money returned to the game publisher, that's why I asked them to close my account but they replied that it was not possible for the payment was by email with proof of identity. There they went well with the settlement 1 more time. We will see their good faith with the requested proof.

Thank you for your support

Dear casino representative:

I checked the log and indeed Emmanuel did bets of €7.5 and made winnings with this bonus, however despite that he did many withdrawal requests, he reverted all of them until 12/27/2020 4:28:39 AM.

Then he redeemed comp points with €95 value. That time there were €5.35 from his previous balance (the money what you can void). After that, he managed to win €2700.

I believe that the 30% rule:

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. 

This rule should be now applied to the comp points, so he should not make bets higher than €28.5, what he didn't.

If the remaining balance of €5.35 is taken from the balance first then Emmanuel lost it with the first bet, if this balance is taken last then you can deduct the €5.35 from Emmanuel's winnings.

Dear Matej,

Please be informed that the source of Emmanuel's winnings is from the deposit he made on 26 of December 2020 with the sum of 20 Euros.

Emmanuel played with his deposit and won by making bets that are over 30% of his deposit.

Then he submitted a withdrawal of 1000 Euros. 

Be aware that during his game-play he canceled and resubmitted his withdrawal a few times, but he never reached 0, which means that the source of his winnings is still from his first deposit. 

Hello,

it takes zero I asked for my vip points, you are really in bad faith

Dear Emmanuel and Agent Spins casino:

We go through all evidence, and we believe that from beginning Emmanuel believed that the 30% rule applied to the amount of bonus (and not the deposit) and that's why he made higher bets. Which still means he breached the rules of the bonus. 

However, consider these facts:

1. He finished the bonus wagering before he made his fist higher bet.
2. He made a few deposits and claim other bonuses and later almost reach zero. (with bonus winnings where he made higher bets)
3. He had a €5.35 balance left on the account when he claimed another bonus of €95 from which he won (nothing else except €5.35 left from money what he won before where he breached bonus terms) Most of the players don't deplete the account to zero before they make a new deposit. It is uncomfortable when the player is used to make a €5 bets, and you are forcing him to deplete the account to 0 and to make some €0.1 bets. Many players will not do that, and by your logic, this means breaching the terms. In this point, we believe that similar cases like this one should be considered independently.

Because of these facts we believe that the casino should pay to the Emmanuel the amount of €950. Which is 10 times the comp points value. His winnings were from comp points which he claimed, and the fact that he still had some small amount of money from a previous bonus shouldn't affect his winning in this case.

We have provided our point of view on this case, and unfortunately, the management decision is final.

Unfortunatelly, Emanuel, we have no other option as to close this complaint as unresolved.

We believe that the casino has no right to void Emmanuel's winnings, which originated from loyalty points and not from a different bonus. (as casino wrote)

As we write above, there are two scenarios of how a casino should act. But the casino should pay the winnings in both of them.