I purchased the individual search (personalised matchmaking) service
from a Russian marriage agency called Annas Agency
(www.annasagency.com). Everything went well for about 2 months with
great service and results. After 9 weeks I received an email from one
of the principals (j.brendt@annasagency.com) introducing me to a woman
called Sveta, who they she would be a good match for me. After writing
to Sveta for 3 weeks she requested money to help her pay for her
mothers hospital bills. I sent her $300 and then she totally
disappeared.

I informed the agency who immediately removed her profile and sent me
a letter of apology. They also promised the investigate further. One
week after filing the complaint I received a detailed letter from the
owner explaining that Sveta was not a scammer and that her mother was
indeed sick. He further indicated that irrespective of the
circumstances, she had broken the cardinal rule of asking men for
money and she would be removed form the agency. They then refunded me
for the full $300 I had lost.

I would like to know if these actions are normal for this agency and
if not, why was I treated differently or am I still being played? I
would assume they could not refund every complaint. Secondly is this a
precedent for a marriage agency or has another agency done this before

Smarbury, do not worry. AA is a great agency based in South Africa.
IOL.co.za (A south african newspaper did a story about them at
http://red01.as-eu.falkag.net/sel?cmd=lnk&kid=87384&bid=364194&dat=176707&opt=0&rdm=[timestamp])
You should check this out if you are still worried. Or you can go to
the National Directorate of Public Prosecutions website and contact 
Humphrey Sekoeila. The site claims the NDPP and AA are working
together to counter fraud. It does not get any more legit then that