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

Γεια σας, εχω προβλημα με το συγκεκριμενο καζινο, εκανα αναληψη 5.000 ευρω και μετα απο 2 ημερες μου εστειλαν μυνημα πως εχω παραβιασει το αρθρο 5.12 δηλαδη πως η χωρα μου ειναι αποκλησμενη απο τα μπονους ενω πηρα κανονικα το μπονους και πως επεξα πανω απο 5 ευρω ανα περιστροφη που ειναι το οριο, κατι που δεν ισχυει!!!

Ειναι εντελως απαραδεκτο και θελω να μου πειτε με ποιον τροπο θα λαβω πισω τα κερδη μου. Σας ευχαριστω

Dear 19bob83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.captainspins.com/promoterms:

"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."

However, I would like to emphasize that in case the restricted countries are not mentioned in terms and conditions or hidden somewhere, the casino should pay the player. Especially, if the bonus has been offered to the player by the casino and not redeemed by the player. Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses."

Do I understand correctly that you have redeemed promotional offers from this casino in the past? Could you please advise which specific bonus is this issue related to?

Please, could you confirm that the bonus has been activated in your account automatically? We will contact the casino right after your confirmation. Thank you very much in advance for your reply.

Best regards,

Petronela

Καλημέρα και σας ευχαριστώ πολύ που ασχολείστε με το θέμα μου. Λοιπόν από την στιγμή που η Ελλάδα είναι αποκλεισμένη από τα μπόνους πρώτον δεν θα έπρεπε να λάβω μπόνους κατάθεσης ενώ μου το έδωσαν κανονικά χωρίς να βάλω κάποιον κωδικό προσφοράς. Το συγκεκριμένο μπόνους ήταν της τρίτης καταθέσεις ( και δεν χρησιμοποιήθηκε καθόλου διότι στο εμφανίζουν ξεχωριστά δηλαδή τα χρήματα που έχεις και τα χρήματα του μπόνους και δεν έφτασα στα χρήματα του μπόνους γιατί είχα ήδη κερδίσει και έπεξα με τα κέρδη μέχρι που έφτασε στο 100% το μπόνους και προσθέθηκε με το υπόλοιπο που είχα κερδίσει.

Thank you very much, 19bob83, for the clarification. Could you please advise if you have redeemed any promotional offers from this casino in the past?

Όχι ποτέ δεν έχω κάνει εξαργύρωση από αυτό το καζίνο.

Thank you very much, 19bob83, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Σε ευχαριστώ πολύ Petronela . Ελπίζω να λυθεί το πρόβλημα με την βοήθεια σας.

I am sorry to hear about your troubles.

We believe that giving the bonus to players from restricted countries is unfair. The casinos shouldn't be able to have a 100% guaranteed profit, which is exactly this situation. If you lose, they can keep your money, but they cancel the bonus if you win.

I would like to invite the casino representative into the case.

Please explain to us what exactly happened and how it is possible that 19bob83 has been able to get this bonus?

Hi, 19bob83/CasinoGuru Team,

I trust that is everyone is well and safe.

As stated, we have 2 issues that need to be addressed:

- The issue relating to the breach of the welcome offer terms.

- The automatic allocation of the welcome bonus to countries (only 1 confirmed at this stage) enlisted on the list of countries restricted from receiving the welcome offer.

Relating to "The issue relating to the breach of the welcome offer terms."

For purposes of this discussion point, I have taken the below extract from the welcome offer promotional terms and conditions:

"1. The maximum bet allowed while the welcome bonus is in play is €5. Should you bet higher than this while the welcome bonus is in play, the casino reserves the right to confiscate all winnings."

I can confirm that the 3rd welcome bonus was credited to the account at 18/06/2021 00:17:18, as the bonus had been released 20/06/2021 15:10, any activity between the allocation of the welcome bonus and the bonus release is deemed the "in play" period.

I have confirmed that there were 2 breaches within the activity period, i.e.:

18/06/2021 00:17:18 – Welcome Bonus Credited

18/06/2021 23:33:41 - €50 wager

18/06/2021 23:35:17 - €50 wager

20/06/2021 15:10 – Welcome Bonus Released

Based on the above findings, related specifically to the welcome offer, I do believe that the casino was within its right to confiscate, in accordance with the agreed terms. 

Relating to "The automatic allocation of the welcome bonus to countries (only 1 confirmed at this stage) enlisted on the list of countries restricted from receiving the welcome offer."

I have addressed this concern with the relevant divisions within the business, to have this issue correctly as a priority.

Had the breach not happened, I would have a case to have the win amount reinstated, this based on the argument that the system had automatically credited the welcome offer when within its logic, it should have applied an exclusion. The breach however does deem this solution impossible.

Proposed Resolution:

I would like to extend a cash credit to the casino account, to the equivalent of the lifetime deposit amount i.e., €300. This is a gesture of goodwill for all inconvenience caused in this matter.

Many thanks

Γεια σου captain spin, από την στιγμή που το λάθος είναι δικό σας και μου δώθηκε το μπόνους ενώ βρίσκομαι σε χώρα αποκλεισμένη από το μπόνους σας δεν υπάρχει καμία παραβίαση στο μπόνους καλωσορίσματος ούτε με επιτρεπόμενο όριο περιστροφής. Νομίζω πως είναι πολύ άδικο αυτό που κάνετε, ελπίζω να το επιβεβαιώσει και το casino Guru.

Hello 19bob83.

The casino admitted that they make a mistake to credit you the bonus, but you breached the bonus terms and conditions by making high bets. (€50) This led to voiding your winnings. It was not the fact that you got the bonus from a restricted country.

Therefore, we believe that their proposed solution is generous and fair.

Imagine the situation that you decide to go to Italy on national car race competition for cars with an engine capacity lower than 2l.

And after you win, the organisers tell you that you cannot be in the first place and must disqualify you. The reason is not that you are from Greece, and the race is only for Italian racers but because your car engine has an engine capacity of 2.5l. The condition for this race was the car with a maximum 2l engine capacity, and you breached this rule.

Γεια σου Matej από την στιγμή που το μπόνους που μου έδωσαν δεν χρησιμοποιήθηκε καθόλου έπεξα με τα χρήματα που έκανα κατάθεση χωρίς να χρησιμοποιηθούν χρήματα του μπόνους μου φαίνεται πολύ Άδικο, αν νομίζεις πως κάνω λάθος ας προχωρήσουμε στην προσφορά τους αλλά δεν αξίζει η αξιολόγηση που έχετε δώσει για αυτό το καζίνο γιατί μέσω εσάς μπήκα να παίξω τα χρήματα μου σε καζίνο που προτείνεται ως πολύ καλό καζίνο. Περιμένω απάντηση σας

Με εκτίμηση.

Hello 19bob83. 

Thanks for the clarification. We are checking all information with the assistance of the casino representative.

Hello 19bob83.

We checked all the details about your case and spoke about it with a casino representative.

The casino representative had an offer for you. Could you please tell me if you receive this offer and if you accepted/rejected it?

Γειά σας. Ναι την αποδέχτηκα γιατί δεν απαντήσατε άμεσα και δεν μπορείτε να βγάλετε λύση και βαρέθηκα να κάθομαι να απολογουμε στους κλέφτες για 5.000 ευρώ, δεν ξαναπαιζω σε αυτό το καζίνο, αυτή χάνουν όχι εγώ. Και Νομίζω πως η βαθμολογία που έχετε δώσει σε αυτό το καζίνο δεν είναι αντικειμενική. Σας ευχαριστώ πολύ που ασχολείστε με το πρόβλημα μου και ας μου κλέψανε τα κέρδη.

I am sorry, 19bob83, that you had a feeling that I am not working on your case. While you were waiting, I had a discussion about this case with the casino representative.

The fact is that you made 2 high bets (€50), and by that, you breached the casino bonus terms and conditions.

You made these bets while still playing with the real money, but the bonus you took has a locked deposit. 

The locked deposit bonus is a bonus that you can't cancel anytime, and you either lose it or withdraw winnings. For such a bonus, the rules about maxbet are in place from the moment you take a bonus.

However, because you didn't win anything from those high bets, we talked with the casino representative, and the casino decided to offer you a compromise solution which you accepted.

You also had the option to refuse the proposition, but we consider this case closed and solved because you didn't, and you accepted the casino proposition.

I am sure that a bad casino would not make any compromise in this situation. Is there anything else how we can help you with?

Δεν επισημάνετε ότι το μπόνους δεν έπρεπε να το λάβω γιατί η χώρα μου είναι αποκλεισμένη από τα μπόνους το λάθος ξεκίνησε από το καζίνο όχι από εμένα. Τέλος πάντων δεν θέλω να έχω συνεργασία με κλέφτες, ευχαριστώ πολύ για της ενέργειες που κάνατε.

As is written in our fair gambling codex, and as I wrote before, the restricted country wasn't a problem.

I understand that you were disappointed, but please trust me when I write that you got at least some part of the winnings, and this would not be possible in the bad casino. 

The winnings were cut because of high bets and the fact that the bonus is locked.

Can we close the complaint as solved, or you are still unhappy with the solution?

Όπως το είπατε τα κέρδη μειώθηκαν από το κλειδωμένο μπόνους που δεν χρησιμοποιήθηκε ποτέ και αν δεν είχα λάβει το μπόνους δεν θα υπήρχε πρόβλημα στο υψηλό ποντάρισμα που έκανα χωρίς να κερδίσω το ποσό που έκανα ανάληψη. Είμαι πολύ δυσαρεστημένος και αν δεν μπορείτε να κάνετε κάτι άλλο κλείστε την υπόθεση αλλά αν μπορείτε να κάνετε κάτι και να πάρω και τα υπόλοιπα χρήματα από τα κέρδη μου ευχαρίστως να το κάνετε.

I will do my best.

Σε ευχαριστώ πολύ, περιμένω απάντηση από της ενέργειες σας.

Το επιβεβαιωνω. Σας ευχαριστω πολυ

Dear 19bob83 and casino representative,

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.