Agent Spins Casino - Player’s winnings have been reduced to x10 of the last deposit.

I withdrew 1900 met all the wagering requirments when I seen my withdrawal had been changed to 400euro because they said that my deposits didnt accumulate 200euro in t&c. Was allowed 10 times my deposit with added up was 195euro but they only did deposit in day. Allthough they only allowed me to withdraw 400 euro the reamaining 1500 just disappeared went into chat and they said I wasnt allowed to withdraw so they took it. This to me was not right I have had several issues with this site and there customer service is shocking and rude.

Dear Deborah,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions (no bonus terms), and this is what I found https://www.agentspins.com/general-terms-conditions/?lang=en :

"If the cumulative amount of a player's deposit is equal to or less than € 200, the player will be limited to withdrawing up to x10 the amount of the most recent deposit. The provision is also enforceable if additional deposits are made by the player with the aim to circumvent this clause."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory when it’s applied to a real money game. Please, could you confirm, that you have accumulated winnings without any active bonus and clarify how much was your last and lifetime accumulative deposits? Ideally, you could forward your "cashier" history to petronela.k@casino.guru. Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

I didnt use bonus money as won with cash and played over 8000 euro to meet wagering requirments which i foynd strange as used the cash deposit. The bonus money was taken fron me along with 1500euro to which they just took.

Thank you very much, Deborah, for forwarding all the relevant screenshots. Do I understand it correctly that you have requested a withdrawal on 24th of July? Up till that day, your cumulative deposits were €195, is that correct, or you have deposited earlier than 9th of July?

As I mentioned before, the clause regarding lifetime deposit rule applies to real money game, not only while completing wagering requirements. 

Yes that was my deposit on the 7th and yes was 195 total deposit before withdrawal my real money winnings were 1900 and there was 160 bonus on top which was taken off so balance before withdrawal was 2060

Dear Deborah,

Just to make sure that I have understood the whole situation completely, let’s summarize everything. You have deposited cumulative amount of €195 and redeemed a bonus. After completing bonus wagering requirements your winnings were capped at €400 (since your last deposit has been €40 x 10 = €400).

Could you please advise with which deposit you have activated your bonus? Was it the last one before withdrawing your winnings? Is there any bonus history that could be forwarded please? 

No my winnings were not capped I was able to withdraw 1900 then a few days later I had not heard anything but still assumed it was 1900 after they had deducted bonus that I didnt use won with my cash deposit. I sent off and verified my account and then noticed that my withdrawal had been changef to 400. I asked them where the 1500 had gone and they said they took it as I wasnt allowed to withdraw it which I found unfair as they had no rights taking the rest of the money. I will see if I can get bonus history and add it for you

There is no bonus history to send you I had recieved several bonuses and then on the last deposit of 40 i won straight away as you play the cash money before any bonus money as cant play bonus money on real time games and real time games are what I won on. I kept playing as it said had ti meet wagering requirments so played about 8000 before it would let me withdraw 1900 they took bonus off that as it was o

ver 2000 euros

Dear Deborah,

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, 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. Could you confirm, that you have accumulated winnings from a bonus play? Please understand that your bonus is active from the moment it has been redeemed even if, thanks to wagering order, you completed bonus rollover requirements with real money funds only. Thank you in advance.

I won it with real money not bonus money. The only reason tgey gave me for nit be able to withdraw it all was that I hadnt deposit and ovetall amount of 200 or more leading up to my win

In your first reply you have said: "I withdrew 1900 met all the wagering requirments" and in your last reply you’ve wrote: „I won it with real money not bonus money".

Could you please clarify?

Of course. I had previous bonus money thats all I can think of, why I had to wager so much as i was depositing 40 at a time over few days.

Thank you very much, Deborah , for your reply. I will now transfer your complaint to my colleague Viliam 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.

Thankyou very much for all your help.

Hello Deborah,

I looked at your complaint and will do my best to help you. I would like to invite Agent Spins Casino into this conversation. Please, can you clarify the situation? Why you confiscate €1500 from player's winnings? If it is possible, send me player's gaming history to my email address: viliam.v@casino.guru.

Thankyou I judt got nowhete with it all.

Thank you for reaching out to us.

Can someone please provide clarifications on these complaints. Player has 2 ongoing complaints - this one and one titled "Agent Spins Casino - Player’s withdrawal has been delayed."

We are not sure which withdrawal this complaint relates to as she has 2 withdrawals. First withdrawal was paid back on the 31st July 2020, with the source of winnings as bonus funds and at that time only one deposit at the casino and thus the max winnings on the account. The 2nd withdrawal of 500 Euro which was paid on the 19th of August 2020.

There was certainly not 1 deposit as i had previously deposited accumilating 195euro

The withdrawal was paid at 400 euro and i won 1500. My second withdrawal is more than delayed I had been onto chat to be constanly lied to telling me my money was on its way to which I am still waiting for it.Yes I have made 2 complaints as they are seperate issues and I tried emailing Agent spins support team but just got ignored.

Hello Agent Spins Casino,

Player states that those 2 complaints are separate issues. Please, provide evidence to my email address that you paid out all of player's winnings.

Hello Deborah,

Casino states that they reduce your winnings according this rule: "10.4. If the cumulative amount of a player's deposit is equal to or less than € 200, the player will be limited to withdrawing up to x10 the amount of the most recent deposit. The provision is also enforceable if additional deposits are made by the player with the aim to circumvent this clause."

We consider this condition as unfair and predatory and we deduct points from Casino's rating due to this rule. Unfortunately, since your deposit was in total amount of €195 you are eligible only for payout of €400 what they already paid to you.

I am forced to mark this complaint as unresolved (against fair gambling codex) but I'll extend the timer to 7 days for you, so please let me know if I can help you with anything else.

I am disappointed as i dont see how tgey can just take the rest although i can not withdraw it I could have just played slots with it and it is a lot of money to have lost. Thankyou for trying