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Agent Spinner - deposit not refunded

Ruling

Found for the Casino - There is no evidence to support the claim that the play on this account was not carried out by the account holder.

Read our Agent Spinner Casino Review.

Player's Complaint

6.3.2020 i registered to this site. Then accepted the welcome bonus and deposed 100 euros to the casino. Almost immediately after the deposit i got banned of the casino before even able to play a single spin. After that i contacted the support about the matter. I sent them all asked documents and after that waited a long time. I sent multiple emails to support and was in livechat about the current situation with verification. 26.4.2020 i got an email which states that my account stays locked and i cant get my money back.

Because "13.4 The Company may refuse to open an account or may opt to close a players' account which has already been opened at its own discretion. Notwithstanding this all contractual obligations already undertaken or entered into will be honoured subject to these Terms."

I went to livechat after this and the agent claimed that i have spent my 100 euros to slots and after that they cancelled my bonus. This is not true since i didnt even get to play one spin at the casino. So they basically stole my 100 euros right after the deposit. I waited almost 2 months just to get informed that they wont return my money and falsely claim that i have played my money.

Read the casino review

4 Responses

User icon
ThePOGG
April 28, 2020

Hi jerryko - 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.

I'll contact the operator and see what we can find out for you.

ThePOGG

User icon
jerryko
April 29, 2020

They sent me excel file from my game history. According to them, I have been supposedly played "mysterious" game. This file is completely made up since i have never played it in any casino

User icon
jerryko
May 7, 2020

Havent heard anything about this case? How is it going?

User icon
ThePOGG
May 8, 2020

Hi jerryko,

We have discussed this issue with the operator. Your claim is that you were not responsible for the play that is recorded on your account. There is no evidence to support the conclusion that any unauthorised person has gained access to your account. All we can suggest in this instance is that you contact your local police if you believe someone has used your account without your permission.

Sorry we cannot be of further help.

ThePOGG

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Agreement

jerryko 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

April 28, 2020

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