Agentsino Casino - Player's not able to play with his balance.

Hello,

i have deposited 15 euros on this casino and i can see that it is the same casino as Biamobet. The one i already have a complaint.

Honestly, i only deposited to test it.

I received a 100% bonus and of course, there is again a problem. I am not surprised knowing the problem i had with these casinos from the past (luckycrypto, biamobet and now this one).

My real balance is 0 but my bonus is 7.50 euros and i cannot play any game.

I contacted the chat to ask why i cannot play the rest of the money. They told me to be able to play with the bonus money, i have to wager the bonus requirements.

First of all, it is written nowhere that we need to wager to play with the bonus money and if this was real, i should not have been able to play the other 7.50 euros.

I know it is a complaint for a small amount but actually i do not care about the amount, i just want to denounce scam casinos.

Thank you for your help.

Best regards,

mrmileena

Dear mrmileena,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do you receive an error message when you try to access a game and play? Could you please post it here if possible?

Have you been advised about your options or how to resolve this issue?

If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

thank you for your message and for approving my complaint.

Yes, i receive an error message when i try to play games. So i contacted the chat assistant who told me that to be able to play with that bonus, i need to wager the bonus. As it is clearly said in their bonus description, it is not written that it is a "play now deposit later bonus". Normally, we should be able to play the bonus received on the deposit. I will send you the screenshot of the bonus description.

No, the issue was not resolved by the casino, since they closed my account immediately after my discussion with them and they closed the chat.

So i contacted them again, the chat assistant told me that my account was closed because i said i was about to submit a complaint. I will send you a screenshot saying my account is disabled.

I then told them i was going to submit a complaint here and that we will talk here about it.

Thank you for your future help.

Best regards,

mrmileena

Thank you for your reply, mrmileena. I checked the bonus and read the Bonus T&Cs and I found the point that is important in this case. Please, see here:

This means, that you need to have real money in your balance while meeting the wagering requirements for this bonus. Such a condition is not very common but casinos have free hands while setting their bonus conditions. Unfortunately, there is not much more we could do about it.

Since your account has been closed with only a small amount of bonus money, I believe that the best option here is to look for another casino with more traditional bonuses and bonus T&Cs (and better customer support).

Please, let me know if there is anything else I could help you with.

Hello Kristina,

indeed you are right, i will look for a better casino, even though i was a little reticent about depositing there.

I have read the bonus conditions and as you can see, it is written on last point (11th)... such term should be written in the beginning. In plus, i do not understand why proposing a bonus on a deposit if you cannot play with it. To me, this is clearly a way to stop players from withdrawing before wager is met. You deposit, you cannot play with the bonus but you cannot withdraw your money before wager is met. If this is not a scam casino then i do not know what it is. Wager 30 times the bonus to be able to withdraw and win a bonus of 10 to 20 euros... Ridiculous and vicious.

I just want to say that this is not the same casino as biamobet but it is the same as luckycrypto, another casino i had trouble with in the past. I realized it once the deposit was done when i saw the name of the deposit transaction.

They did well by closing my account, this way i won't need to ask it 5 times and wait a month until it is done like on the crappy luckycrypto casino. I had to threaten them by writing to gamlbing commission so they finally close it.

Thank you for your help Kristina, i wish you a pleasant day.

Best regards,

mrmileena

I completely agree with you, mrmileena, and I apologize we are not able to do more here. I truly hope you will not come across bonus wagering requirements like this in the future.

We will now close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.