Captain Spins Casino - Player’s struggling to complete account verification.

I benjamin went on captains spins with 100 deposit I didn't take bouns as it's not worth the stess I nursed my account for about 4 hours got to 1200 in win then I went down to 650 and that was me it was time to leave with my money as I've won now it's just been a joke geting my money from them I've sent in my passport address prove drivers license etc. My feeling is they stall players from withdrawal so they can cancel it and the blow all there money well I'm not like that a wins a win you take the money or you be a loser il never ever play captain spins or johnny jack again in my life they is well Johnny jackpot owe me 1000 dollas and it's been over 6 days now with no money I can tell people from my experience is to really review a online casino before play as there are so much and if I had known the amount of time and stress that jonnyjackpot and captain spins have put me under il never play there sites or casinos linked to them be very careful out there who ever is playing as some online casinos can be snakes

Dear Benjamin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have requested your withdrawal and started the verification process? Thank you in advance for your reply.

Best regards,

Petronela

I've been waiting now for 7 days from Friday 8th july as its Friday here 17th july in New Zealand I've sent thu my information with my passport z drivers license I've told them I dont have a power bill or phone bill on my name as I dont have one my banking is all online so I dont get mailed statements in the post I sent them a form with my adresss on it and passport drivers license etc its them thats the problem all other casinos Have just payed me my withdrawal with in 2 to 3 days what really makes my blood boil is that they are gutless enough to let people open accounts that they dont ask for the information there and then before even using the silly dam casino its unbelievable and put me thu heaps of stress to as I'm not sure what to do now as I dont have power or tax Bill's phone Bill's in my name they now it's me as I've provided my addresse email passport drivers license etc I've gave them enough information to open a dam bank account and get a house mortgage I just want my money as I'm a winner I'm not spending my winning money there that's what they want they are money hungry pigs and want my winning money I sent my information in on friday its says i takes 72 hours that was fine then no one emailed me with any information I needed so I left it then today friday 17th july I messaged them to ask how things are going they said they needed more information its unbelievable all I want is my winnings as I'm a winner captain spins own me $650 and jackpot jonny owes me $1000 so all up $1650 its not alot of money but it's still money that I would like back as I've won it il see what happens in the next few days as cant do much more I'm going to going to the gambling commission is well to see what they can do to work around this thanks benjamin

Thank you very much Benjamin for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved.

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

I've bee waiting 11 days for my withdrawal they have all the info they need like I said they want to stall players from there money so they keep gambling I'm not like that I'm a winner waiting for my withdrawal ots ok I dont mind the wait and I wont ve playing jonnyjackpot or captain spins again I n my life

Hello Benjamin,

I am very sorry to hear about your issue.

I would like to ask the casino where is the problem with verification. We would like to know which documents you are missing, so Benjamin can provide them as soon as possible.

We would like to ask the Captain Spins Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello Benjamin.

Hope you are well. The casino has provided us with the statement below.

Just in summary and the reason why the withdrawal had taken longer than expected:

- 09/07/2020: DL front- uploaded on file and Declined as all 4 corners not visible. | POA still outstanding.

- 15/07/2020: PP uploaded on file and Declined as it is expired. | POA still outstanding. | Proof of ID still O/S

- 17/07/2020: POA verified | ID Verified | KYC Approved

Payment Accepted:

- Captain Spins:- 2020-07-19: NZ$650.00

- Jonny Jackpot:- 2020-07-18: NZ$1,000.67

Please, could you confirm their statement? Be aware that in case you fail to provide the required information in the given time frame, we will consider your complaint got resolved.

Since the player has failed to respond, we consider that the case got resolved. The player can reopen this complaint anytime.

Best regards, Jozef