The player from Italy had their bonus winnings cancelled due to a violation of promotional rules. After a closer examination, we ended up rejecting this complaint as unjustified.
Agent Spins Casino - Player’s winnings have been voided.
Amount: €1,500
Agent Spins Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.8
Agent Spins Casino has a Safety Index of 1.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I played on this casino by unlocking the bonus they had awarded me I reached an amount of 1500 euros I make the withdrawal they ask me for a mess of documents first all right after 5 days they send me a written email that I played incorrectly these must be stopped they are thieves by complaint secriuscuti you to do something I would be grateful for a bad so never seen it
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3 years ago
Dear Emilio,
Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please specify which bonus you have activated or been activated inside your account? Did you receive any explanation of which exact rule has been breached and why your withdrawal has been cancelled?
Ideally, please forward any relevant communication to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
I paid 40 euros and received a 400 percent bonus unaware of the fact that the 30 percent bet was not to be exceeded, however by playing I had a win and I got to 1500 euros then I withdrew I sent all the Iban documents, everything etc. He said that it was all right but after 4 days they tell me that I played incorrectly, exceeding 30 percent per single game, they took everything from me and I only made the 40 euros that I paid from anger I played them and lost them I told them about everyone the colors and now I am turning to you if you can address this problem and get me back what I deserve thanks.
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3 years ago
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Additional comments from the player:
"Nothing I had loaded 40 euros and they gave me a 400 percent bonus and I played the slots normally then I had a win of 800 euros by continuing to play before it did not make me withdraw then later yes so with an amount of 1500 I had withdrawn I had sent all the documents and all private ivan etc. I took them they send emails that it was all right after 4 days they cleverly invent that I played incorrectly I gome I can know I was playing incorrectly they tell me I played for a single bet greater than or equal to the payment what I have done they say that and their practice of 30% all excuses in my opinion I have unlocked many bonuses in other serious casinos and I have always had the money these are smart in practice here you play for free I would like to have my 1500 euros instead yesterday these they sent me back the 40 euros paid only for nervousness I played them and lost them immediately for me now they are dead this is not the point "
"And in addition I have not received any explanation regarding the 30 percent not to be exceeded on a single bet now they have probably closed my account x that I have only played and unlocked the bonus and I have withdrawn the winnings after 4 days they cancel it for me it seems to me very unfair what they do as a scam in the damages of the players I hope you solve the problem by letting me have my winnings of 1500 euros thanks "
Edited by a Casino Guru admin
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3 years ago
Thank you very much, Emilio, for your reply. I have checked the 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."
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
If you are aware of placing higher bets then the allowed ones (€11,60 in your case), sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
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3 years ago
Translation
Ok I understood but I did not know 30 percent, however, you cannot pay a win if a player only spins more than 10 this is done only by poor casinos like this on good Italian ones with good reviews there is no such thing completely they took away all the winnings because they don't just take away the bets I made other instead of taking away all 1500 euros burned for their poop system. I would like to have at least 1000 euros in bonus for the damage done that I have at least the possibility to unlock the bonus by not betting more than 10 euros I want to see.
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3 years ago
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I went to their site and the game history was not able to see it so how can I send it if you can do it thanks. But I'm sure it's a waste of time
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3 years ago
Dear Emilio,
There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules.
Could you please advise if you are aware of placing greater bets then the allowed ones (€11,60 in your case)? Thank you very much in advance for your reply.
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3 years ago
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I have played everywhere and this is the first time that something like this happens to me if it happens on this former casino that is not as good as others but in any case I do not understand you which side you are on a slot has stakes up to over 50 euros if I play how do I know if one has to bet º 10 or 20 if the amounts of the slots there are of all kinds then a foreign casino like this terms and conditions written in English one does not go to mind and read one thing I know this mess for me and a scam I unlocked many bonuses and I only got the money here for a bet of over 10 euros but you realize and they take away all a casino that is worth 0000000 must not stay open. Last thing thanks for the non-help you gave me, let's stop here not everyone goes to read their rules after I had withdrawn and with an excuse after 4 days that they had to pay they invent the impossible. In conclusions both you and obviously the casino agent spin fail.
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3 years ago
Thank you very much, Emilio, for your reply. I’m very sorry that you feel as we’re siding with the casino. The only thing we’re trying to do is to help each player accordingly. I believe I explained the whole situation and the reasons why your winnings have been confiscated thoroughly.
I’m very sorry but we can’t build a case if you've broken the promotional rules. Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.
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3 years ago
Translation
Not everyone knows about their petty rules by not warning one and how to play anyway I only wasted time if you see rotten in this casino I would like to understand x that you do not do something they do not season such a win to a player unaware of their non rules of the game anyway I had asked at least to get it back as a bonus at least 1000 euros bonus to get back at least in part my trust but not even this I received so as transparency and honesty this casino is worth less than zero for me 000000000000 but you know zero. It sucks so nn conclusion sectiuscitr at least in this you mean to give me a nice bonus I can at least turn a blind eye if you have no conclusions about it and better not answer me at all
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3 years ago
Dear Emilio,
The maximum bet for a bonus play is nothing unusual and vast majority of casinos applies it. The player is informed about the maximum allowed bet in the promotional terms and conditions and additionally, we have this information highlighted in our review for the Agent Spins Casino https://casino.guru/agent-spins-casino-review#tab=js-tab-bonuses:
I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.
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3 years ago
Translation
He came up with these rules after I won and unlocked the bonus as it happens and what the case .. and after 4 days from withdrawal. Look for me this casino is worth 000000 it is worth nothing close the case so much and lost time not even a bonus to apologize they gave me. So for me they can fail as well
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