Agentsino Casino - Player’s account has been blocked.

I was in the middle of a bonus (pretty sure I won the jackpot) and all of a sudden the casino closed my account. They wouldn’t reopen so I could finish Playing the bonus round. They made the excuse they were having a problem with their payment system. Every time I try and ask them now to reopen my account I either don’t get an answer and am ignored or they say they have escalated the issue and I don’t get an answer.

Dear Appi123,

Thank you very much for submitting your complaint. 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 advise how long ago you registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)?

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

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello. Yes my account was fully verified after they shut it down and I did receive one successful withdrawal. I deleted all communication as I was getting nowhere with the company. I did reach out to them twice yesterday. the first time I was told the issue was escalated and sent in and the second time my message was ignored. I have been doing this for months. Every time I am told the issue is escalated I never receive a response. I was playing Amazing Link Fates (slot) and was in the 10 free spin bonus. I got a hold and win inside the bonus. I was on the last empty spot to be filled when my game shut down and they refuse to open my account back up. This bonus game was never finished therefore I didn’t get the money added to my account and able to withdrawal. It was a bonus game Inside I game I was wagering in. Thank you in advance for your help.

Thank you, Appi123, for the clarification. Could you please advise if you were wagering a free bonus or if you placed a real money deposit when redeeming it? Ideally, please forward your bonus history if you have it saved. My email address is petronela.k@casino.guru.

I was playing amazing link fates with my own money. I never use bonus money from a casino. Inside the game if you get 3 trees you go into a bonus round. I was in my 3 or 4th spin if 10 when I got a hold and win. I got 14/15 of the required spaces when my account just randomly got blocked. I live chatted with them right away and this continued for days until they gave me the train for shutting my account as the payment provider.

I was in the middle of a bonus in a game I was wagering my own money in,

the money I was winning never got added to my balance because I was not done the game. I had the hold and win ti finished plus at least 5-6 more free spins.

Have you saved your game history or any supporting evidence before your account got blocked? Or, is there any relevant communication between you and the casino? Please understand that without supporting evidence it is close to impossible to confront the casino.

I have nothing. They closed my account and would not let me back in. Every time I try and chat with them I either get I will forward your concern (and never hear anything) or I get ignored.

Thank you very much, Appi123, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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.  

Hello Appi123!

I will take care of your complaint from now on. In order to proceed, I'd like to invite Agentsino Casino representatives into the discussion to help us with resolution of the issue.

Hello all. Please provide an email so that our security team may forward all necessary information. We will get that over to you as soon as we can. Please note this must be a secure email to protect all information. Thank you very much.

Dear representatives of Agentsino,

Thank you for your response. Here's my email address: 'martin.d@casino.guru', I will be looking forward for any information you'll be able to provide us with.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Appi123!

I'd like to let you know, that currently we were provided with some information about the case. After we'll be finished with the examination process and receive all the necessary information from the casino, I'll be posting our position accordingly.

Dear Appi123,

I'd like to inform you that we are still in an ongoing communication regarding the issue with the casino. We still haven't received all the necessary information in order to be able to come with any conclusion.

I really appreciate your patience and will be informing you about any progress soon.

Thank you.

Dear Agentsino Casino,

I would like to notify you, as per your last email, you have provided me with some kind of time frame in which you'll be able to provide some further necessary information.

Please, we would appreciate if you would inform us about any news.

Dear Appi123,

We have received another response from the casino, however it still was not really sufficient to proceed further with our resolution here. I will have to set the timer for another 7 day in order to sort all the necessary information out with the casino.

Again, we really do appreciate your patience. I will be posting our position on the case as soon as possible.

Dear representatives of Agentsino,

I would like to let you know, that since our last communication, we were not able to obtain any of the requested information. I will now extend the timer by 7 days. In case we will not be able to receive any response in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

We are looking forward for your reply.

Hello Appi123!

Unfortunately, it seems that the casino have ceased to communicate the issue with us, as we haven't received any further information that we have requested. There is not much that can be done without cooperation from their side. I will mark the complaint as unresolved in our system, since the casino has not provided us with sufficient information. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I'd like to recommend you to contact the gaming authority of the casino - Antillephone N.V. (Curacao) and submit a complaint there (certria@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

In case you would need any further help with submitting a complaint to the casino's licensor, do not hesitate to contact me via my email: martin.d@casino.guru.