Agent Spins Casino - Player’s winnings have been cancelled.

Hi back in January I placed £20 on agent spins I got up to £2000 withdrew my balance I then got the email to say it was submitted successfully then the day after I received a email to say the withdrawal has been denied something to do with 30% of my deposit which I don’t understand I have since closed my account with them and tried emailing them on numerous occasions as this doesn’t seem fair it was my own money which I deposited with. Is there anything I can do ? As this has been going on for months now.

Dear clublee,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings? (here):

Betting rules : 

Winnings and Betting Rules 

1. A player must bet while taking into consideration the rules of the game he is on.

2. Irregular play : The Casino has the prerogative to refuse any withdrawal request, which includes the right to remove all bonuses or winnings in the case of Irregular Play. The following are deemed irregular play:

      1.2. .1. Real Money (deposit) Betting Rules: Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. This includes purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit.

Could you please confirm that you haven’t activated any bonus when depositing funds into your account?

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

Best regards,

Petronela 

Thanks for your reply and I can confirm there was no bonus it was all my own money thank you

Thank you very much, clublee, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Thanks for your help

Hello clublee,

I'm Michal, and I have taken over your complaint. I will contact the casino to see if I can help.

Just to let you know, Agent Spins Casino has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite Agent Spins Casino to join the conversation.

Dear Agent Spins Casino,

Can you please provide some information as to why the player's winnings have been canceled when the winnings were won without a bonus, i.e. there should be no maximum bet limit for real money play?

Thank you Michal

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.

Dear clublee,

I have tried to contact the casino repeatedly but had no success. As I mentioned previously Agent Spins Casino has recently begun to ignore us in our attempts to mediate any kind of issue and on top of that we have found out that the casino's website is not reachable anymore and it looks like the casino is closed. I'm afraid there is nothing that can be achieved without cooperation from its side. Since the casino has operated without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. If the casino representatives decide to react, we will reopen the complaint, and you will be notified by email. 

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal