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

Greetings casinoguru.

Since the complaints team of Captain Spins has done nothing for my situation, i am writing to you.

A couple of weeks ago i made my first deposit of 150€ in this casino via Skrill and after selecting my payment method, i found out i can get a bonus.

I accepted that bonus and proceeded into playing.

After only a few spins i won around 500 euros. At this point i made contact with the live chat support to cancel that bonus but i got informed that despite the money getting added to my cash account i cannot cancel the bonus.

After playing for a while more i bumped into the bottom of the welcome page which stated that deposits via skrill are not available for first time bonus which got me suprised since i got offered the bonus after selecting skrill, so my guess was that the first page bonus was different than the one i got offered.

The live chat told me that she understands my concern but i was able to make a deposit via Skrill, that means the deposit method was made available to my region.

I kept playing then, finished my wager at around 1.5k and then played on higher stakes and ended up with a 4k withdrawal.

After waiting for a few days i got informed that my account has breached the term no10. (Skrill deposits not allowed for first bonus) and the no12. (Greek players not allowed to get bonuses)

I submitted a complaint stating that i am playing in white hat casinos for a long time and never again have i experienced this. I asked them to send me the 3850 which is the amount without the 150 bonus money, since it's not my fault that they offer bonuses to people from countries that are not allowed to get bonuses and I DIDN'T USE THE BONUS MONEY AT ANY POINT.

They offered me 200 cash which i find unacceptable.

In my opinion, considering the level of knowledge a designer and programmer needs to get into the online casino industry, this is just an attempt from them to create a lose lose situation for the player, therefore it's a scam on a casino regulated by the MGA and UK gambling commision.

I see that you have solved issues with greek players getting their withdrawals voided and i seek your help.

Thank you in advance.

Dear Christos92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and I found the terms casino is referring to:

"5.12

Players from a Restricted Territory (as defined in the Website Terms) and, for the avoidance of doubt, the following countries are not permitted to receive the first deposit bonus (welcome bonus/opening offer) and or any deposit bonuses unless otherwise stated: Armenia, Poland, Greece, Cyprus, Hungary, Croatia, Ukraine, Russia, Czech Republic, Slovakia, Slovenia, Estonia, Georgia, Lithuania, Latvia, Bosnia and Herzegovina, North Macedonia, and Serbia."

"10. Deposits made via Skrill or Neteller are not eligible for the welcome bonus and if taken, the casino reserves the right to confiscate all winnings."

However, I would like to emphasize our position on such cases which is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses.

Do I understand correctly that you found this bonus in your account and activated it yourself? Also, could you please clarify if you activated the Welcome offer?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina, thank you for the fast reply. I've sent you an e-mail containing all chat between me and captainspins, photos of their live chat telling me that if i got the bonus via skrill it means the payment method is acceptable to my region and some photos that show how their bonus is made available. (after selecting skrill as payment and it doesn't even state it's the welcome bonus)

Yes i did activate it myself, i found it after selecting skrill as payment method.

I'd like to state once more that i didn't even use the bonus money,

Thank you in advance.

Anything else you need feel free to ask me.

Thank you very much Christos92 for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Hey Christos92.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you Jozef, once more i appreciate the speed of your response

Hi Christos & CasinoGuru Team,

After reviewing the thread and matter, I have sent a request to have this decision reversed.

I was hoping to have the matter resolved at the time of drafting this response. As this reversal needs to be done by a separate division, I have to wait for their feedback.

As soon as I have any updates, I will let you know.

Many thanks

I just received an e-mail from captain spins confirming that the action was reversed and the 4000 was returned to my account. Thank you very much casinoguru and casino representative for helping me.

I would like to keep the case open for 48hours more max, until i receive the money and i'll inform you to close it.

Thank you

I just received the money, you can close the case. Thank you very much for your help, much obliged!

Dear Christos92.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef