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Agent Spinner - My account got suspended due "bonus violations"

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

Read our Agent Spinner Casino Review.

Player's Complaint

I played Neon Staxx/Reel Rush. My balance was around 1500 euros. I hit autospin with 3e bet and 500 rounds. I was not watching the whole time, but at some moment, my account was locked-up and I could not log in. I did not receive any explanation for a week, and then they informed me that I was abusing bonus rules and for that, I have been banned from the casino. They said it was not about the autospins but would not define the violation better. IMO I did nothing wrong. I dont even know how much money I have in the account atm. It seems to me they are trying to prevent me getting some major wins. Please help.

Read the casino review

13 Responses

ThePOGG
March 17, 2020

Hi rullapyorii - 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.

Thanks,

ThePOGG

rullapyorii
May 31, 2020

Hello, what is the situation of this claim? It has been couple of months and I have heard nothing from you. Can you please give me some kind of update on this issue? Best regards, [EDIT]

rullapyorii
July 21, 2020

I have been waiting for response almost 2 months now. Could someone, please, comment on my issue?

ThePOGG
August 18, 2020

Hi rullapyorii,

Apologies for the delayed response. Your case is of a complex nature that has taken a lot of work to sort through.

Having reviewed your play history I'm afraid to say that your balance was never anywhere even close to €1.5k. The highest value your balance reached while playing with this bonus was €695.90. The balance that was in your account at the time of closure was €257.00.

The operator is unwilling to re-open your account and you should be aware that you are no longer welcome to play with any operator on the MT SecureTrade license. However, despite the wagering requirements for this bonus not having been completed, the operator will be paying out your balance at the point the account was closed €257.00. We would appreciate it if you could let us know when you receive your funds.

Thanks,

ThePOGG

ThePOGG
August 27, 2020

Hi rullapyorii,

Have you received your funds?

Thanks,

ThePOGG

ThePOGG
September 3, 2020

Hi rullapyorii,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
September 10, 2020

Hi rullapyorii,

If we haven't heard from you by Friday the 11th of September I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

rullapyorii
November 2, 2020

Hello, sorry for the very late response. Thank you for your help. But I have not received the funds and my credit card number has changed during this process. Is there any way to get the refund?

ThePOGG
November 13, 2020

Hi rullapyorii,

I'll contact the license holder and see what can be done.

Thanks,

ThePOGG

ThePOGG
November 22, 2020

Hi rullapyorii,

Please provide a bank statement in your name and your IBAN/BIC information. You can send this directly to the operator or to us.

Thanks,

ThePOGG

ThePOGG
November 29, 2020

Hi rullapyorii,

Have you provided the requested statement?

Thanks,

ThePOGG

ThePOGG
December 6, 2020

Hi rullapyorii,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
December 13, 2020

Hi rullapyorii,

If we haven't heard from you by Friday the 25th of December I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

rullapyorii 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

March 17, 2020

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.