Captain Spins Casino - Player is experiencing an undefined problem.

Dear Serdar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than a few screenshots. Could you please elaborate?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you, Serdar, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance.

However, I would like to emphasize that unfortunately, it seems to be a common practice for Captain Spins Casino to ignore us in our attempts to mediate any kind of issue.

Hi Serdar,

I'm taking over your complaint. Do I understand it correctly that the casino accused you of breaching its T&Cs? Could you please forward the actual emails from the casino to my email address so that I can read more about the reason why? My email address is peter.m@casino.guru.

Sind sie hat genommen mein Mail Alle Foto habe geschickt von ihnen

Hi Serdar,

Thank you for the emails. The casino seems to have a problem with your residency. Where do you reside and what country did you choose in the registration form?

OK Serdar,

I will contact the casino and see if we can help. However, I have to warn you that the casino usually doesn't react to complaints published on our website. I would like to invite Captain Spins Casino to the conversation to participate in the resolution of this complaint.

Hi Serdar,

I chatted with a casino representative by Skype and expect a reply to your complaint soon.

Hi Serdar,

Thank you for the email. Have you sent all those documents to the casino? I'm trying to find out what else the casino needs from you by Skype.

Hi Serdar,

I finally found out what the problem is. You registered in the casino from Liechtenstein. However, the documents you sent to the casino are from Switzerland and Turkey. Both of these countries are restricted so the documents don't really help. The casino is still willing to pay you your winnings but you have to provide a bank statement from Liechtenstein.

Well if you don't have a bank account in Liechtenstein, I'm afraid, there's nothing we can do. Why did you open an account in a casino from abroad if the casino is restricted in your country? There is no way to prove your address etc. and finish your verification in such cases. Do you have a bank account in Liechtenstein?

Hi Serdar,

I chatted with the casino rep and there is no way around this. I'm afraid, you will not get paid. You are from Turkey and live in Switzerland. Both of these countries are restricted. You registered from Liechtenstein, in spite of all this, the casino would be willing to pay you if you had a bank account in your name in Liechtenstein. Unfortunately, this is not the case, so we can't really help you. I can only recommend you to play in casinos where you are allowed to play and possibly finish the verification process before you start playing to avoid problems.

I wish I could be of more help.

Best regards,

Peter