Captain Spins Casino - Player’s bonus winnings have been voided.

I won 23000$ and trying to withdraw 15000$

they say because i played at 100$ per bet

The Casino reserves the right to confiscate any winnings from anybody betting over CAD 5 while your bonus is active or claiming this offer using Skrill or Neteller as a deposit method.

Dear yesforme,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found https://www.captainspins.com/promoterms:

„ Irregular play" includes, but is not limited to, any one of the following types of play:

• Placing single bets in excess of 20% of the value of the bonus credited to your account until such time as the wagering requirements for that bonus have been met unless otherwise stated. For example, if you received a bonus of CA$200, then the maximum bet that can be placed is CA$40. The 20% rule does not apply if the bet size is less than CA$5;"

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to contact me you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

I was at 8000$ and still had the 300$ bonus he told me i had to still play for 7700$ so i did at 100$ per bet they never told me about the bet limit

i even got a congratulation email for my winnings after

then suddenly oops your winning are no good

they are guving me 1000$ back plus a 1000$ bonus and took my 15000$ out if my account

As I mentioned earlier, if you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time.

Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

I think you guys at casino guru dont even help ppl you are just good to know the problems pple are having at casionos and publish the complaints

There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know, or nobody told you, they were illegal or forbidden, even if you honestly did not realize you were breaking the rules.

Casino.Guru would be more than happy to help you if you’ve been accused mistakenly, unfortunately, you admitted that your bets were way above the allowed limits. We have helped many players and if you run into any issue with this or any other casino in the future, please do not hesitate to contact us.

Sadly, there’s no other option for me just to reject this case as unjustified.

Thank you for your understanding.