The player's account got blocked for breaching the bonus terms and conditions. The complaint was closed as the player stopped responding.
Well, in short, they blocked me and withheld my winnings because I allegedly violated the bonus conditions.
I read through the bonus conditions and there was nothing about the fact that you are not allowed to buy free spins, which was then hidden after a long search in the vastness of the terms and conditions, so I think something like this must be in the bonus conditions or am I wrong
Kind regards
Ingo H******
Dear Chaser361,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Agent Spins Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Which exact casino term did you breach? Did you have any remaining real balance on your casino account when it got closed? I will be waiting for your reply patiently.
Best regards,
Nick
Yes 700€ and I kept to the bonus conditions but hidden in the general terms and conditions they wrote hidden that you can’t buy free spins with bonus money why is it offered at all and I assumed if I kept to the bonus conditions everything would be ok
Hello Chaser361,
Did you have any real money balance on your account? I would understand if they would void your balance as it is against the casino terms to buy bonus features with bonus money but it gives no reason to also block your account.
Hello Chaser361,
I did not mean if you deposited into the casino but if you had real money balance when it got closed. Can you please clarify that?
I don't know how you blocked my account, I'll take a look in my crystal ball and it's also about the €700 I won and didn't get paid out.
Hello Chaser361,
I hope it is clear that we are not the casino so you are the one who has to clarify what had happen. So it means you had 700€ on your account when it got closed?