Agent Spins Casino - Player’s withdrawal has been rejected.

I won €1100, I had played through a lot of money before I was able to get a withdrawal. I was told today that I can’t have my winnings because I’d won too much. This in my belief is theft as I played through at least 1000 maybe more and also lost 75 € when I cashed out. I’m not happy about this as I’ve read terms and conditions answered it doesn’t say anywhere that you’ll pay a maximum of 10x amount deposited.

Dear Tracey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you been given any explanation from the casino which exact rule has been breached and why your winnings have been confiscated? Could you please specify which bonus you have redeemed and played? I would like to check terms and conditions. Were your winnings erased completely or capped/reduced?

Additionally, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

PS: Please advise how were the winnings. In the comment you stated €1,100 but the complaint has been filed with €11,000. Thank you.

Hello, sorry yes my complaint should have said 1100€ , I received a call from an advisor called Marc as part of the verification procedure. At the end of the call he casually said congratulations on your win but we will only be paying you 250€, I asked why and he said or was in the terms and conditions. I must admit that I got angry with him after he said to me that I should be happy that I’m getting 250€ as I’d only deposited 25€ But to me this is in no way fair why allow you to withdraw it if they aren’t going to pay it. The worse thing is I thought that my win would pay my moving expenses and I was so happy about it, as I’d been worrying where the money would come from. I never gamble more than I can afford to lose but on the same reckoning I expect to claim and receive what I fairly won.

Could you please advise if you have accumulated your winnings with or without bonus?

I accumulated it with bonus but I was down to just 3€ atone point and I was very lucky in that I managed to win and build up my balance, even so I played through a lot of money at least 2000€ and also before cashing out it told me that I had to pay the bonus back if I wished to continue the withdrawal. I then paid back the bonus 75€ asked for my cash out and then played the rest of my balance which was about 40€.

Could you please specify which exact bonus you have redeemed and played?

Hello, im sure I replied but, I received 100€ when I deposited 25€. No idea of the name sorry

Dear Tracey,

I have checked Welcome bonus terms and conditions, and this is what I found

https://www.agentspins.com/bonus-terms-conditions/?isPopup=true&lang=en#:

https://www.agentspins.com/general-terms-conditions/?lang=en:

"Shall you receive any bonus on your deposit you will be limited cash out twenty (20) times the deposit amount you have made to claim the bonus."

Before we’ll contact the casino and ask for a clarification, could you please check if there’s available a bonus history inside your account and forward it to me? Thank you in advance.

Hello, I’ve looked through and unfortunately there’s not a way of seeing which bonuses have been paid. It literally just shows games played and deposits.

Thank you very much, Tracey, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Agent Spins Casino to join us and help us resolve the player's issue.

That’s fine

The source of winnings are as follows:

- Deposit of 25 EUR

- Deposit bonus of 75 EUR

We can confirm that the maximum cashout is x20 of the deposit under the bonus terms and conditions.

Let us know if you need further details.

Regards

They only paid me 250€ Which is only 10x deposit, even in their words I should receive 20x deposit

Our statement is correct under the bonus terms and conditions, however, in this case the maximum cashout on the account is x10 due to the accumulated deposit is less than 200 Euro.

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.

This is the reason why the approved withdrawal is 250EUR.

This is just a complete load of rubbish. Quite obviously the casino has dug its heels in and refuses to alter its position in any way and because of its absolutely dreadful rating it’s got nothing to lose. Thank you for trying to intervene it seems like I’ve had an expensive lesson in ways casinos screw over customers.

Didn’t mean Casino Guru are rubbish, just the situation as a whole. Apologies if that was in any way inferred

Dear Tracey,

After we discussed through your case with my colleagues we came to a conclusion, that the casino should pay you out 500€ as per bonus terms, the maximum cashout should be 20x deposit (25€x20). As per our fair gambling codex the 10x deposit withdrawal is unfair so we are stading on the player's side in this case. However, we consider bonus to be a goodwill of the casino, therefor the 20x max cashout should be applied in this issue.

We would like to ask Agent Spins Casino if they could pay out the rest 250€ to the player.

Thank you for all your hard work, the extra money would be a nice result. I’ll keep my fingers crossed and hope they agree.

We haven't receive any respond from the casino yet. Unfortunately, if we won't get any answer from them within the next 7 days, the complaint will be closed as "unresolved", which could lead to casino rating deduction.

Well, what I never had I suppose I won’t miss, thank you so much for trying for me. Obviously they’re not worried about their reputation which they’ve proved multiple times

Unfortunately,

The casino did not respond to us after trying to contact them. As I mentioned before, I'm really sorry we could not do more in your case but as they are non-responsive there isn't much we can do. However, closing this complaint may affect the casino's reputation. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru