Agent Spins Casino - Player's winnings have been confiscated.

This Casino needs to be shut down they are absolute con men

I took no bonus offer so all below is pure winnings

deposited 1000

won 2605

when i tried to withdraw the 2605 it was rejected with various excuses and lies

Then suddenly my winnings disappeared and my balance went down to 1000 euros

The came out with some pathetic ruling/excuse that my stakes on the live roulette were too high and were against there T's & C's so they jusy took my winnings !!

So I then new this was a scam site so just withdrew my 1000euros back to my account (was worried I would not even get this so reported them to my bank just incase) after about a week i got the 1000euro back

But they are crooks and authorities need to shut this scam company down !!!

Dear Nigel,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. I've read the casino terms(https://www.agentspins.com/general-terms-conditions/?lang=en) and found this:

"9. Betting rules

9.1. It is the Player’s responsibility to know the rules of the game where he is placing wager.

9.2. The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play or additional betting rules described in Terms & Conditions.

9.3. "Irregular play" includes, inter alia:9.3.1. Placing bets or Purchasing in-game features including but not limited to free spins equal with the "total value" greater than or equal to 30% (thirty percent) of the smallest deposit in play.

9.3.2. Placing total bets equal to or greater than 30% of the sum of the comp-points in play.

9.3.3. Using Martingale, double-up, one number betting,hedge betting, Zero Betting, low margin bets and similar systems and strategies and/or abusing the in-game bonus features included but not limited to advantage play on progressive slots.

9.4. "Total value" is defined as the sum of the individual bets (lines, chips, hands, etc.) in a round, i.e. the total bet amount when clicking on the "spin" or "play" button or the equivalent.

9.5. In cases the Client receive bonus, additional betting rules may apply as defined by the Bonus Terms & Conditions and Terms & Conditions of the specific bonus"

Your winnings were most likely confiscated because of this term. However, we find this term unfair, that's why the casino is rated 0,7/10 on our site. Before we would try to contact the casino, please send us any relevant proof or conversation between you and the casino to nikolas.b@casino.guru to help us process the case faster.

Best regards,

Nick

This is the below email message I received from them. How can a casino state you cannot place bets 30% more than the deposit???? so if you deposit £100 you cant place a bet on roulette for more than £30??? how can they be allowed to do this??

The let me play for hours and then as soon as I want to withdraw they take every single penny off me, and then tell me on live chat to carry on playing to win more ?????

This site need shutting down

As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met.

Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit.

We have therefore cancelled your withdrawal request and removed the winnings.

Should you have any questions please contact our customer support via live chat on our site.

Dear Nigel,

Thank you for providing all the necessary. I'll now forward this case to my colleague Jozef, who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Best regards,

Nick

Hello Nigel.

Thank you very much for sharing your negative experience with the Agent Spins Casino. We will now try to get in touch with them.

Thanks for reaching out to us.

We see that a withdrawal request was made on 5th June 2020 and the source for this withdrawal as follows:

- deposit of 1000 EUR - 5th June 2020

- deposit bonus of 800 EUR - first deposit bonus - 5th June 2020

The following bonus rules were broken:

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

The deposit involved was successfully return to the player.

Dear Nigel.

Please, could you confirm the casino statement? Have you won the amount from with the active bonus play? 

Load of rubbish

they automatically put the bonus on and I told them I did t want the bonus so they took it off

the reason they took away my winnings they say is because I betted more than 30% of my deposit ??? What casino would do this if it’s not a scam??

how can they do this ?

furthermore let you carry on betting and then take it

I bet if you lost they’d obviously not mention this, this site needs shutting down !!

Hello there,

Dear Agent Spins Casino.

Please, could you provide us with a proof sustaining your claims (that Nigel played with active bonus and breached 30% maximal bet rule)?

Dear Nigel.

Please, could you also provide us with a proof sustaining your claims (" I told them I did t want the bonus so they took it off")?

You can post it directly in this complaints(it will be marked as sensitive, not visible for the public) or you can forward it to my email address.

jozef.k@casino.guru

Full gaming history was provided via email. Thanks

Hello Agent Spins Team.

I have not received any email from you. Please, could you confirm that you have forwarded me this info?

Hey Nigel.

Please, could you also react to my previous message?

My email adress: jozef.k@casino.guru

The email was sent to the following email address jozef.k@casino.guru with header "Agent Spins Casino - Player's winnings have been confiscated".

Thanks.

Hello there,

thank you for the emails from both sides.

Dear Agent Spins Casino team.

I have technical difficulties with my email address, I have found your email and responded back. Please, could you react?

Response to the email was provided.

We would like to reiterate that we do not consider this complaint to be valid. The player accepted the terms and conditions of the casino and failed to comply with the betting rules.

They have just admitted they are a con then and are just ripping people off !!!

what casino would not let you bet more than 30% of your deposit !!!

let you play for hours and hours and then take all your winnings off you

it’s a big scam and needs to be closed down immediately

Dear Agent Spins Casino team.

We highly appreciate your cooperation. Please, could you bring more light into this case? I am aware that the player got an automatic bonus, he played with real money amount (won something). Later, he asked your customer support to turn off the bonus, which they did (by the player's chat transcript). Correct me if I am mistaken.

I have also a few questions. Is the deposit locked while the bonus is activated? Have you applied any maximal bet rule with real money amount? 

The player accepted the terms and conditions and all bets involved are over the betting rules which broke not only the bonus terms but the general terms and conditions of the casino.

Regarding the bonus - it was removed after the gameplay and not before the gameplay has commenced.

Dear Agent Spins Casino team.

First of all, thank you very much for your cooperation in this case, we highly appreciate your part.

I am fully aware that the player accepted the terms and conditions, however, I am convinced that it should be clear which T&Cs (also bonus T&Cs) he breached. From the player's statements and proof of communication with your support, it is still very unclear. 

broke not only the bonus terms but the general terms and conditions of the casino

Since we have not received sufficient proofs and we respect your decision not providing us with them, we would highly appreciate your explanation of what exactly happened in this case from your point of view. Please, could you clearly explain the whole situation? 

We would like to ask the Agent Spins 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’.

The casino had provided a full gaming history and explanation as to why the player winnings was confiscated.

The betting rules under the Terms and Conditions were broken . The player accepted the terms and conditions when he created the account.

Hello there,

Dear Agent Spins Casino team.

Thank you very much for your cooperation in this case. As I have previously mentioned, I am fully aware that the player accepted the terms and conditions, however, I am convinced that it should be clear which T&Cs (also bonus T&Cs) he breached. From the player's statements and proof of communication with your support, it is still very unclear.

I am not sure if you are aware of the player's communication with your support, but the support confirmed that the bonus is turned off and that he can continue with playing or withdraw. So, the winnings confiscation because of the bonus terms should be irrelevant.

However, we are fully aware of your maximal bet limitation rule for real money (not active bonus), which I believe was enforced in this case. Please, be aware that we consider this rule as an unjustified reason for winnings confiscation.

Unfortunately, we’re forced to close this complaint as unresolved. The casino can reopen this complaint anytime.

Dear Nigel.

I am very sorry but we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad. 

For the future, I recommend you to choose the casinos with at least a very good reputation on our website (the resolution in case of any problem would be much easier).

Best regards, Jozef

Casino.Guru