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

This evening I have received an email from agent spins declining my withdrawal of €1500, and now have returned a random figure of €80 to my agent spins account. 

I have spoken to an online chat representative that have explained that on two occasions I made a €50 bet, which actually turns out to be a ‘bonus buy’ within the game 2 Lord Fortune, and actually lost money on these bets, with a return of €42.

I certainly wasn’t aware that by purchasing these side game bonuses it would mean I void any money I would be able to withdraw??

I have made many deposits to agent spins, and have had both positive experiences with deposits and withdrawals in the past. 

The fact that agent spins has refused to allow me to withdraw, and now taken €1420 off me, for 2 x €50 bets I wasn’t aware was against my deposit %, is completely unfair and upsetting. 

Surely if any penalisation would be required, I should only have the 2 x €50 bets revoked, not €1420! 

the online chat representative actually said twice to me ‘look on the bright side, you have €80 in your account, you should try and win it again’!!!!

pleas let me know if you can help Casino Guru, this is a large amount of money I was really looking forward to receiving.

Dear Pete,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue.

I carefully checked the Bonus Terms on the website, 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.

14.2 Using the double-up feature to increase bet values.

14.3 Placing bets equal, zero, low margin bets or hedge betting, shall all be considered irregular gaming for Bonus play-through requirement purposes."

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. However, you haven't placed single bets greater than the allowed ones but purchased in-game features which are not mentioned in the T&Cs.

Please do not hesitate to forward your game history along with any relevant communication 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.

Best regards,

Petronela

Thank you very much, Peter, for your reply and forwarded screenshots. Could you please advise how many spins were included in those bonus features? Have you saved your game history, please? Looking forward to hearing from you.

Hi,

there were 8 spins in the bonus round which you can opt to purchase for €50 euro rather than wait for 3 scatter icons to spin in.

I have all the game history available, and I have emailed you all the screenshots. Please let me know if you need anything further.

Could you please advise what % bonus has been applied to your last active deposit? Thank you.

Hi,

no bonus was added to my deposit.

it was an in game feature purchase for €50.

please see screen shot showing option to ‘buy bonus’ which is the in game feature. (I will email this)

I bought 2 x these which they are now saying voids my funds due to deposit %. So now voided my €1500 withdrawal and put €80 in my account and taken €1420!

I do apologize. The entire time I understood that you have been accused of breaching bonus terms, which was bad enough but having winnings confiscated while playing with real money is even worse.

I will now transfer your complaint to my colleague Andrej 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.

Thank you,

Yes all real money deposit with no bonus funds, it’s crazy!

so basically had €1420 refused to pay out and taken from me as they didn’t want to pay out!

Dear Pete,

I’ll be taking care of your complaint from now on. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Agent Spins Casino to join this conversation.

Dear Agent Spins Casino team,

Please note that in Casino Guru, we consider the policy according to which placing bets higher than a certain amount while playing without a bonus is prohibited, and at the same time the restriction is not enforced at software level to be predatory and against fair gambling as increasing the bet value doesn’t give a player any advantage.

That being said, we’d like to kindly ask you to reconsider the decision in this case and pay the player in full.

Hello All,

Thank you for reaching out to us. 

Please be advised that we had been in contact with Peter regarding his complaint.

We are happy to inform you that the casino has reached a mutual agreement with Peter.

Kind regards,

AgentSpins 

Hi Andrej,

Thanks for your reply;

While we are waiting for Peter's confirmation we have to mention that our Terms and Condition is clear rules of betting. As stipulated in Article 9 of General Terms and conditions here:

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.

Peter in this case accumulated the balance by placing multiple bets over the maximum allowed limit and the casino is entitled to withhold the winnings accordingly.

The casino however took the extra mile and offered a goodwill gesture to Peter.

Please note that in no shape the goodwill offer should be mistaken as an admission of any wrongdoing on our behalf. The evidence of violation with details is presented to Peter already.

Please let us know should you have more questions.

Dear Agent Spins Casino team,

We’re aware of this rule being a part of the General T&C, however, we consider the rule to be unfair (as explained previously) and believe that the player should be paid in full.

In case the casino fails to comply with our ruling and/or the issue is not resolved to the player’s satisfaction, this complaint will be closed as ‘Unresolved – Against fair gambling’ which would affect the casino rating.

Dear Pete,

It’s not too late. Fyi, I’ve also sent you an e-mail.

Dear all,

As we’ve been informed by Pete that the issue has been resolved to his satisfaction, we will now close this complaint as ‘Resolved’ in our system.

Thank you, Pete, for using the Casino Guru complaint resolution center. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru