Agent Spins Casino - Player’s winnings from the No Deposit bonus were capped.

I did not accept any bonus. I was told in the chat they are giving me some free money not subject to wager.

I was given 15

Now they are saying that that money was subject to 10x winning. I was not told this at the time, I was not told I need to read t&c about this bonus, nothing. Now they are reducing my winnings to 150!

Please help, I only read the reviews about this casino after the fact 😞

Dear Margaret,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Casinos try to design their bonuses to be as attractive as possible, but the casino can set the maximum cash out for bonuses. This isn’t anything unusual, especially when the bonus was a No Deposit one.

I found out, that No Deposit bonuses generally have a maximum cash out €50 as per the T&Cs (https://www.agentspins.com/general-terms-conditions/?lang=en):

"10.5. Free bonus / No Deposit Bonus - The player is allowed to withdraw a maximum €50 from no deposit bonus."

So I believe, that you played with a No Deposit bonus with special conditions, and, unfortunately, the casino has the full right to set conditions for their bonuses. I would recommend you checking out the Bonus T&Cs before you start playing with a bonus, or ask the casino’s support if you cannot find them.

Please, do not hesitate to contact me if I misunderstood your issue, or you would like to add something that would help to support your case, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Kristina

Hi thank you for your email and I understand everything you are saying. However when they gave me this money they didn't explain what type of bonus it is. They just told me it was real money and that I could withdraw if I want to. She didn't say this is a cashback bonus, if she said that I would have checked t&c and seen that the maximum I could win is x10. I would have stopped at 150 and withdrawn knowing that I couldn't withdraw more.

So essentially my issue is the 'bonus' money was given to me without explanation of what it was. It was missold to me.

I am very sorry Margaret, but we cannot punish the casino for this, since it clearly was a No Deposit Bonus. Casinos rarely give real/bonus money that are not subject to any conditions. I can only recommend you to be more careful in the future, and ask the casino about the conditions before you start playing with any money given to you for free.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.