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Agent Spinner - Casino contend with the withdrawal


Resolved - Agent Spinner Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Agent Spinner Casino Review.

Player's Complaint

Deposited 100€ with the welcome bonus on 12th of March. Wagered the bonus and won 2138€. Filed a withdrawal and shortly after casino asked for verification documents. I sent all the docs asked for and waited the maximum of 72h being processed. After that they asked for more detailed documents after documents and I sent them all. After each document sent I had to wait the 72h and ask through the chat to get things done. It's been almost 4 weeks now and no end in sight.

Read the casino review

4 Responses

User icon
April 7, 2020

Hi augucci - welcome to!

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 – and the terms of use for our complaint service here -

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.



User icon
May 15, 2020

Hi augucci,

Our understanding is that your withdrawal has been processed. Can you please confirm when you receive your funds?



User icon
May 22, 2020

Hi augucci,

I'm following-up on the above?



User icon
May 29, 2020

Hi augucci,

If we haven't heard from you by Friday the 5th of June I'll assume you no longer need our assistance and close this complaint.



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augucci 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 3, 2020

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