Agent Spins Casino - Выигрыши игрока аннулированы.

I played on this casino by unlocking the bonus they had awarded me I reached an amount of 1500 euros I make the withdrawal they ask me for a mess of documents first all right after 5 days they send me a written email that I played incorrectly these must be stopped they are thieves by complaint secriuscuti you to do something I would be grateful for a bad so never seen it

Ho giocato su questo casino sbloccando il bonus che mi avevano assegnato sono arrivato a un importo di 1500 euro faccio il prelievo mi chiedono un casino di documenti prima tutto apposto dopo 5 giorni mi mandano un email scritto che ho giocato scorrettamente questi bisogna fermarli sono dei ladri da denuncia secriuscuti voi a fare qualcosa ne sarei grata un pessimo così non lo mai visto

Dear Emilio,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. 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 specify which bonus you have activated or been activated inside your account? Did you receive any explanation of which exact rule has been breached and why your withdrawal has been cancelled?

Ideally, please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I paid 40 euros and received a 400 percent bonus unaware of the fact that the 30 percent bet was not to be exceeded, however by playing I had a win and I got to 1500 euros then I withdrew I sent all the Iban documents, everything etc. He said that it was all right but after 4 days they tell me that I played incorrectly, exceeding 30 percent per single game, they took everything from me and I only made the 40 euros that I paid from anger I played them and lost them I told them about everyone the colors and now I am turning to you if you can address this problem and get me back what I deserve thanks.

Ho versato 40 euro e ho ricevuto un bonus del 400 per cento inconsapevole del fatto della scommessa del 30 per cento che non bisognava superarlo comunque giocando ho avuto una vincita e sono arrivato a 1500 euro poi ho prelevato ho mandato tutti i documenti Iban tutto ecc. Diceva che era tutto apposto invece dopo 4 giorni mi dicono che ho giocato scorrettamente superando il 30 per cento per singola giocato mi hanno tolto tutto e mi resi solo i 40 euro che ho versato io dallz rabbia li ho giocati e persi gliene ho dette di tutti i colori e adesso sono che mi rivolgo a voi se potete rivolgermi questo problema e farmi riavere quello che mi spetta grazie.

Additional comments from the player:

"Nothing I had loaded 40 euros and they gave me a 400 percent bonus and I played the slots normally then I had a win of 800 euros by continuing to play before it did not make me withdraw then later yes so with an amount of 1500 I had withdrawn I had sent all the documents and all private ivan etc. I took them they send emails that it was all right after 4 days they cleverly invent that I played incorrectly I gome I can know I was playing incorrectly they tell me I played for a single bet greater than or equal to the payment what I have done they say that and their practice of 30% all excuses in my opinion I have unlocked many bonuses in other serious casinos and I have always had the money these are smart in practice here you play for free I would like to have my 1500 euros instead yesterday these they sent me back the 40 euros paid only for nervousness I played them and lost them immediately for me now they are dead this is not the point "

"And in addition I have not received any explanation regarding the 30 percent not to be exceeded on a single bet now they have probably closed my account x that I have only played and unlocked the bonus and I have withdrawn the winnings after 4 days they cancel it for me it seems to me very unfair what they do as a scam in the damages of the players I hope you solve the problem by letting me have my winnings of 1500 euros thanks "

Additional comments from the player:

"Niente avevo caricato 40 euro e loro mi hanno dato un bonus del 400 per cento e ho giocato normalmente alle slot poi ho avuto una vincita di 800 euro continuando a giocare prima non mi faceva prelevare poi dopo si quindi con importo di 1500 avevo prelevato avevo mandato tutti i documenti e tutto privato ivan ecc. Ho prelevato loro mandano email che era tutto apposto dopo 4 giorni loro furbi di inventano che io ho giocato scorrettamente io gome posso sapere di giocare scorrettamente mi dicono ho giocato per singola giocata superiore o pari al versamento che ho fatto dicono che e la loro prassi del 30 per cento tutte scuse secondo me io ho sbloccato tanti bonus in altri casino seri e i soldi li ho sempre avuti questi sono furbi in pratica qui giochi gratis io vorrei avere i miei 1500 euro invece ieri questi mi hanno rimandato sul conto i 40 euro versati solamente per nervoso li ho giocati e persi subito per me adesso loro sono morti non esistono questo e il punto"

"E per giunta non ho ricevuto nessuna spiegazione riguardo il 30 per cento da non superare su una singola scommessa adesso loro probabilmente mi hanno chiuso il conto x che io ho solo giocato e sbloccato il bonus e ho prelevato la vincita dopo 4 giorni me la annullano a me sembra molto ingiusto quello che fanno come una truffa nei danni dei giocatori spero che voi risolvete il problema facendomi avere la mia vincita di 1500 euro grazie"

Thank you very much, Emilio, for your reply. I have checked the bonus terms and conditions, and this is what I found https://www.agentspins.com/bonus-terms-conditions/?lang=en:

"Agentspins Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, inter alia:

14.1 Placing single bets equal to or greater than 30% from the value of the Bonus, deposit or Comp Points value credited to the player account."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones (€11,60 in your case), sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Ok I understood but I did not know 30 percent, however, you cannot pay a win if a player only spins more than 10 this is done only by poor casinos like this on good Italian ones with good reviews there is no such thing completely they took away all the winnings because they don't just take away the bets I made other instead of taking away all 1500 euros burned for their poop system. I would like to have at least 1000 euros in bonus for the damage done that I have at least the possibility to unlock the bonus by not betting more than 10 euros I want to see.

Ok ho capito però io non sapevo del 30 per cento comunque sia non si può pagare una vincita se un giocatore fa solo uno spin superiore a 10 questo lo fanno solo i casino scarsi come questo su quelli italiani buoni con buone recensioni non esiste sta cosa poi del tutto mi hanno tolto tutta la vincita perché non tolgono solo le puntate che ho fatto altre invece di togliere tutto 1500 euro bruciati per il loro sistema di cacca . Io vorrei avere almeno 1000 euro in bonus per il danno fatto che ho almeno la possibilità di sbloccare il bonus non puntando più di 10 euro voglio vedere.

I went to their site and the game history was not able to see it so how can I send it if you can do it thanks. But I'm sure it's a waste of time

Sono andato sul loro sito e la cronologia di gioco non sono riuscita a vederla a visualizzarla quindi come ve la mando se ci riuscite voi fatelo grazie . Ma tanto sono sicuro che e tempo perso

Dear Emilio,

There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules. 

Could you please advise if you are aware of placing greater bets then the allowed ones (€11,60 in your case)? Thank you very much in advance for your reply.

I have played everywhere and this is the first time that something like this happens to me if it happens on this former casino that is not as good as others but in any case I do not understand you which side you are on a slot has stakes up to over 50 euros if I play how do I know if one has to bet º 10 or 20 if the amounts of the slots there are of all kinds then a foreign casino like this terms and conditions written in English one does not go to mind and read one thing I know this mess for me and a scam I unlocked many bonuses and I only got the money here for a bet of over 10 euros but you realize and they take away all a casino that is worth 0000000 must not stay open. Last thing thanks for the non-help you gave me, let's stop here not everyone goes to read their rules after I had withdrawn and with an excuse after 4 days that they had to pay they invent the impossible. In conclusions both you and obviously the casino agent spin fail.

Io ho giocato dappertutto e questo e la prima volta che mi succede una cosa del genere se succede su questo casino e x che non e apposto come altri ma comunque io non capisco voi da che parte state una slot ha puntate finobe oltre 50 euro se io gioco come faccio a sapere se uno deve puntare º 10 oppure 20 se gli importi delle slot ci sono di tutti i tipi poi un casino straniero come questo termini e condizioni scritto in inglese uno non va a badare e leggere una sola cosa so che questo casini per me e una truffa ho sbloccato tanti bonus e i soldi li ho avuti solo qua no per una puntata di oltre 10 euro ma vi rendete conto e ti tolgono tutto un casino che vale 0000000 non deve stare aperto . Ultima cosa grazie del non aiuto che mi avete dato finiamola qua non tutti vanno a leggere le loro regole dopo che avevo prelevato e con una scusa dopo 4 giorni che dovevano pagare si inventano l impossibile . In conclusioni bocciati sia voi e ovviamente il casino agent spin .

Thank you very much, Emilio, for your reply. I’m very sorry that you feel as we’re siding with the casino. The only thing we’re trying to do is to help each player accordingly. I believe I explained the whole situation and the reasons why your winnings have been confiscated thoroughly.

I’m very sorry but we can’t build a case if you've broken the promotional rules. Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Not everyone knows about their petty rules by not warning one and how to play anyway I only wasted time if you see rotten in this casino I would like to understand x that you do not do something they do not season such a win to a player unaware of their non rules of the game anyway I had asked at least to get it back as a bonus at least 1000 euros bonus to get back at least in part my trust but not even this I received so as transparency and honesty this casino is worth less than zero for me 000000000000 but you know zero. It sucks so nn conclusion sectiuscitr at least in this you mean to give me a nice bonus I can at least turn a blind eye if you have no conclusions about it and better not answer me at all

Non tutti sanno delle loro regole meschine non avvisando uno e come deve giocare comunque ho perso solo tempo se voi vedetevsel marcio in questo casino vorrei capire x che non fate qualcosa non si condiscono una tale vincita a un giocatore ignaro delle loro non regole di gioco comunque io avevo chiesto almeno du riaverlo in bonus almeno 1000 euro di bonus per riavere almeno in parte la mia fiducia ma neanche questo ho ricevuto quindi come trasparenza e onestà questo casino per me vale meno di zero 000000000000 ma sai proprio zero . Fa schifo proprio quindi nn conclusione sectiuscitr almeno in questo intendi a farmi avere un bel bonus posso almeno chiudere un occhio se non avete conclusioni in merito e meglio che non mi rispondete proprio

Dear Emilio,

The maximum bet for a bonus play is nothing unusual and vast majority of casinos applies it. The player is informed about the maximum allowed bet in the promotional terms and conditions and additionally, we have this information highlighted in our review for the Agent Spins Casino https://casino.guru/agent-spins-casino-review#tab=js-tab-bonuses:

I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

He came up with these rules after I won and unlocked the bonus as it happens and what the case .. and after 4 days from withdrawal. Look for me this casino is worth 000000 it is worth nothing close the case so much and lost time not even a bonus to apologize they gave me. So for me they can fail as well

Gli son venuti in mente ste regole dopo che ho vinto e sbloccato il bonus guarda caso e che caso.. e dopo 4 giorni dal prelievo . Senti per me questo casino vale 000000 non vale niente chiudi il caso tanto e tempo perso neanche un bonus per scusarsi mi han dato . Quindi per me possono pure fallire

After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.