Agentsino Casino - A conta do jogador foi bloqueada.

Good Evening.

I registered today at the above casino without any problems. I have the registration confirmation email and my deposit confirmation 30 euros.

With my deposit I got another 30 euro bonus.

I normally played a game and every time I won a respectable amount, my balance was reduced by 30 euros. this happened 3 times.

At some point while I was betting as much as I needed the bonus my balance was now available for withdrawal.

While I had a balance of 46 euros available in one spin, I won 250 euros and reached 291.9. Then suddenly I see on the screen user is disabled, I tried to make a withdrawal, it did not allow it and the rest automatically becomes 0 and I can no longer even log in.

They do not have live chats and I have emailed them for many hours. They told me that they forwarded my message to the technical department.

I doubt it all. I think it was done deliberately when I won the amount.

Please help.

Thanks

Καλησπερα.

Εκανα εγγραφή σημερα στο παραπανω καζινο χωρις κανενα προβλημα . Εχω το εμαιλ επιβεβαιωσης εγγραφής και την επιβεβαιωσης της καταθεσης μου 30 ευρω.

Με την καταθεση μου πηρα αλλα 30 ευρω μπονους .

Επαιζα κανονικα ενα παιχνιδι και καθε φορα που κερδιζα ενα σεβαστο ποσο , το υπολοιπο μου μειωνοταν κατα 30 ευρω . αυτο εγινε 3 φορες.

Καποια στιγμη και ενω ειχε στοιχηματιστει οσο επρεπε το μπονους το υπολοιπο μου ηταν πλεον διαθεσιμο για αναληψη .

Ενω ειχα διαθεσιμο υπολοιπο 46 ευρω σε ενα γυρισμα κερδισα 250 ευρώ και εφτασα στα 291,9. Τοτε ξαφνικα βλεπω στην οθονη user is disabled, προσπαθησα να κανω αναληψη ,δε το επετρεπε και το υπολοιπο γινεται αυτοματα 0 και δεν μπορω πλεον ουτε να κανω εισοδο.

Δεν εχουν ζωντανη συνομιλια και τους εστειλα εμαιλ εδω και παρα πολλες ωρες . Μου ειπανε οτι προωθησαν το μηνυμα μου στο τεχνικο τμημα.

Εγω αμφιβάλλω για ολο αυτο . Θεωρω οτι εγινε εσκεμμενα οταν κερδισα το ποσό .

Παρακαλώ οπως βοηθησετε .

Ευχαριστω

Dear Marianthi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Would you be so kind as to provide more information about the balance reduction? I am not sure I understand that part correctly. Have some of your winnings been credited incorrectly?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Good evening.

I forwarded to you what I had in your email

Thank you very much

καλησπερα σας.

Σας προωθησα οτι ειχα στο εμαιλ σας

Ευχαριστω πολύ

Thank you for your emails, Marianthi. I see that the casino informed you, that a deposit refund has been issued. Have you already received this amount? Has there been any further communication between you and the casino in the meantime?

Good morning

I only received the initial deposit of 30 euros as they write in their email. For the remaining 261.9, I am still waiting for an answer.

Did you have any communication with them?

Thanks

καλημερα σας

Ελαβα μονο την αρχικη καταθεση 30 ευρω οπως γραφουν στο εμαιλ τους. Για τα 261,9 υπολοιπο , περιμενω ακομα απαντηση.

Εσεις ειχατε καμμια επικοινωνία μαζί τους?

Ευχαριστω

Hello Marianthi and Kristina,

I just finished speaking to a colleague at CasinoGuru and he informed that it would be best to continue the dialogue on here publicly. While this client was playing we received reports from our security team of a VPN in use. In some cases users have them on with no malicious intent but rather an accident, regardless of the fact it is direct failure to cooperate with our terms and conditions. The players account was closed and their deposit was returned which is something we are not obligated to do. We apologize for the inconvenience but we do not allow this activity on our sites. Thank you

Hello

I have no idea what this VPN is. All I know is that I have registered and played in over 100 online casinos and nothing similar has been reported.

I continue to claim my winnings as evidenced by my gaming history.

Thanks

Γεια σας

Δεν εχω ιδεα τι ειναι αυτο το VPN. To μονο που ξερω ειναι οτι εχω εγγραφει και παιξει σε πανω απο 100 online casino και δεν εχει αναφερθει κατι παρομοιο.

Εγω συνεχιζω να απαιτω τα κερδη μου που αποδεικνυονται απο το ιστορικο του παιχνιδιου μου.

Ευχαριστώ

Hello everyone,

Thank you Agentsino Casino for taking your time to provide more insight into this situation.

Marianthi, I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Marianthi!

From now on, I will take care of your complaint. I am now going to contact the casino representatives and ask them to participate on the resolution of this complaint.

Thank you very much

Ευχαριστω πολύ

Hello Marianthi and Martin,

As we explained above this player was flagged in our system for having their IP change while playing. There was a test run on our system to make sure that this was not an error and in this case we have solid belief that it was not. In many cases as I stated above the player might have a vpn on their computer that will turn on without them knowing but regardless of the fact this is in violation of our terms and conditions. As this was the first time this player was on our site we returned their deposit and closed the account. Please let me know if I may be of more assistance. Thank you

Good morning

That is, if I understood correctly, my profits of 260 euros will not be credited to me; Possible?

Thanks

Καλημερα

Δηλαδη αν καταλαβα καλά δε θα μου πιστωσουν τα κέρδη μου 260 ευρώ? Ειναι δυνατόν?

Ευχαριστώ

Hi,

As stated above we do not allow IP tampering on our site. Your deposit was returned to you in full but your winnings are confiscated. I hope this helps.

Thank you

Dear Agentsino Casino,

Thank you for providing us with your response. I would like to ask you to provide us with a supporting evidence of the situation. Please note, this will help us to better examine the case. You can reach me via my email address: martin.d@casino.guru.

Hello Martin and Marianthi,

Apologies for the delay but I was waiting on permission to share this with Martin. Martin, I have just emailed you all you may need for the case.

Thank you

Dear Agentsino Casino,

I'd like to kindly point out that I was not able to find any mention regarding use of VPN in the terms and conditions of your casino.

With that being said, we strongly believe, that provided that the way of the player using a VPN service - same country - did not bring him any unfair advantage in this case, and we'd like to recommend, that the player's winnings should be payed out.

Hello,

Our legal team has informed me that VPN rules are not required in the Terms and Conditions. Within the Curacao license are many restrictions against any use of a VPN. Which we legally must abide by, not to mention that in our Casino Guru review it also mentions that we do not allow a VPN a very common rule when it comes to Curacao gaming licenses. Due to this we must stay within our agreement with Curacao and not allow any type of use of VPNs.

Dear Agentsino Casino,

As I have mentioned in my previous reply, we do not believe that in this case the played did not take any unfair advantage and we also believe that the winnings should be payed out accordingly.

I'd like to kindly ask you to reconsider your decision, otherwise we'd have to close this complaint as 'unresolved'.

Unfortunately, we are forced to close this complaint as 'unresolved', as it seems that the casino wouldn't reevaluate their decision. The reasons were already mentioned in my previous replies.

Closing the complaint as 'unresolved' will have a negative impact on Agentsino Casino's rating.