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Agent Spinner – Account closed

Ruling

Declined - As this player has already played down their balance there is no case for us to make in the player's behalf.

Read our Agent Spinner Casino Review.

Player's Complaint

I deposit and got winnings. I made withdraw reguest. To avoid cancelling my withdraw i made 24 hours self-exclusion. When I try to login other casino, my account was permanently blocked by Agent Spinner. I asked reason and got mail. "Our casino decided this".. Now 10 mails after that is still last mail received. No reply when asked reason. I told that account closing without reason is not cheap thing and attached picture of game "Finn & swirly spin" and its 40 keys (times freespins activated).. Money used to get that far is not 10 or 20€...

First casino in my life where wrong things can be done and player is not informed why..

That is against any t&c and any countrys local laws.

Thanks.

Read the casino review

5 Responses

ThePOGG
Oct 01, 2019

Hi timpezon - welcome to ThePOGG.com!

As we are the ADR for the MT Secure Trade license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Before we go any further - has your balance been paid out?

Thanks,

ThePOGG

ThePOGG
Oct 08, 2019

Hi timpezon,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Oct 17, 2019

Hi timpezon,

I'm following-up on the above again?

Thanks,

ThePOGG

Timpezon
Oct 17, 2019

Balance is payed out normally. They talk about "lawyers" when answering for me question "why?". Usually human itself makes mistakes and takes responsibility of mistakes. In this case it was casino decision only and my account were closed all over world in different casinos under same license. That is not right! World is not so easy that i make mistake and no one is responsible player losses. (Like keys collected getting free spins in Finn&swirly spin game, Viking runecraft has level bonus, Sweet Alchemy has "treasure chest" and Gemix.... Damage to player is quite big. I feel now that I must tell other players to avoid using "24 hours cooling" because result is not that it says. You cannot take "deposit break" in casinos. You have to take risk you play winnings back because you cannot do anything else.

Hope this clear situation opens this case better.

ThePOGG
Oct 21, 2019

Hi Timpezon,

If your balance has been paid out there is nothing for us to pursue here. We would not look for the operator to re-open your account

With regard to the operator excluding you - no operator is likely to impose a license wide exclusion based solely on a request for a 24 hour cooling off period. This would be incredibly detrimental to their business. If Agent Spinner has imposed a license wide exclusion it strongly suggests that there has been some other factor in your interactions with the operator that leads their team to believe that you are at high risk of addiction issues. Whether this is something you have said directly or an assessment of your behaviour patterns/account activity, if the operator have reason to believe that addiction may be a factor they are required by their license to restrict you from further play.

Thanks,

ThePOGG

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Agreement

timpezon consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Agent Spinner
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • MT SecureTrade Limited

October 1, 2019

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.