HomeComplaintsAgent Spins Casino - The player's account got blocked.

Agent Spins Casino - The player's account got blocked.

Amount: €700

Agent Spins Casino
Safety Index:Very low
Submitted: 17 May 2023 | Case closed : 13 Jun 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player's account got blocked for breaching the bonus terms and conditions. The complaint was closed as the player stopped responding.

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1 year ago
Translation

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******

Edited by a Casino Guru admin
Automatic translation:
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1 year ago

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

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1 year ago
Translation

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

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1 year ago

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.

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1 year ago
Translation

Yes, I had deposited real money and yet there is no word in the

Automatic translation:
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1 year ago

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?

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1 year ago
Translation

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.

Automatic translation:
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1 year ago

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?

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1 year ago

Dear Chaser361,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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