Agent Spinner - Withdrawal missing

Ruling

Resolved - Both the submitting complainant and Agent Spinner Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Agent Spinner Casino Review.

Player's Complaint

On 26 June 2020, I deposited a total of NZ$230 to www.agentspinner.com. I played a variety of online casino games and won a total of NZ$396.53. I then withdrew this entire amount.

The following Monday (29 June 2020), I returned to the Agent Spinner website. The website had deleted my entire transaction history and any records relating to my account.

I messaged Live Chat for assistance, as well as opening a complaint ticket – however, I have still not received a proper response to my complaint.

I have still not received the amounts owed.

My Complaint

Despite numerous attempts, Agent Spinner has still not returned the amounts owed to me. I have raised a number of complaints and I am yet to receive any cooperation further than being informed, “my complaint is being considered”.

Agent Spinner’s actions not only breach the terms between the player and the casino, but also have numerous alarming consequences for player safety and the integrity of the online casino industry.

The casinos failure to show the transaction history and betting history effectively misrepresents the amount that is owed to a customer. Whether by intention or negligence, this misrepresentation has resulted in an improper confiscation of money owed to me.

This [EDIT] also has a number of dangerous consequences for player safety. The casinos failure to show transaction and betting history prevents a player from assessing and reviewing their own betting history – I am sure the Malta Gaming Authority appreciate the difficulty this can cause for problem gamblers who have difficulty assessing their own actions.

I would be very grateful for any assistance you can provide in pressuring Agent Spinner to recover all playing records and properly return all amounts owed.

Many thanks

Read the casino review

9 Responses

ThePOGG

October 29, 2020

Hi remo90 - welcome to ThePOGG.com!

As we are the ADR for the Apsire Global 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

ThePOGG

November 25, 2020

Hi remo90,

A technical error has been identified during the change of platform for this operator. Can you please provide your EcoPayz or Skrill email address to allow the operator to pay your funds?

Thanks,

ThePOGG

ThePOGG

December 2, 2020

Hi remo90,

I'm following-up on the above?

Thanks,

ThePOGG

remo90

December 4, 2020

My skrill email address is [EDIT] Thanks

ThePOGG

December 20, 2020

Hi remo90,

The operator informs us that you have been paid. Can you confirm receipt of your funds?

Thanks,

ThePOGG

ThePOGG

December 27, 2020

Hi remo90,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG

January 3, 2021

Hi remo90,

If we haven't heard from you by Friday the 15th of January I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

remo90

January 4, 2021

Received the money ..Thanks pogg...?

ThePOGG

January 10, 2021

Hi remo90,

Thanks for letting us know - it is appreciated!

ThePOGG