HomeComplaintsCaptain Spins Casino - Player’s struggling to withdraw her winnings.

Captain Spins Casino - Player’s struggling to withdraw her winnings.

Amount: €600

Captain Spins Casino
Safety Index:Above average
Submitted: 04 May 2020 | Case closed : 14 May 2021
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 years ago

The player from Germany has experienced a technical problem during the withdrawal process. After reopening the complaint by the casino, we ended up rejecting it. The casino provided relevant evidence suggesting breach of the Bonus T&Cs by the player. The deposits have been refunded and played.

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3 years ago
Translation

Due to loading errors, my profit was wrongly withheld and my outstanding payment too. +250 plus shipping of € 600


Automatic translation:
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3 years ago

Dear Meike,

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Did I understand it correctly that during the withdrawal process some of your winnings and active balance have been lost due to a technical problem? Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela


Edited by a Casino Guru admin
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3 years ago
Translation

Comments from the player:


"Yes, the lady from the customer service department forwarded this to the management and could not tell me about it because this is probably not a conventional problem. I fear that humanity is right again and that the casino always gets its MONEY, through alleged network errors or through the own LOSS IN THE game. So far nobody has contacted me and I think it will stay that way.


So far they have understood everything correctly. You get lucky and something like that.


MfG Meike "

Automatic translation:
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3 years ago

Thank you very much Meike for your quick reply. I will now transfer your complaint to my colleague Peter 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.

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3 years ago

Hello Meike,

I looked at your case and will now contact the casino. Let's see what I can do to help.

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3 years ago
Translation

It's really nice. When I address this to the error, a customer advisor always asks what the problem is. So an endless lyre. In addition, they blocked my account because one of the employees there didn't understand that I hadn't made the payment. And me out afterwards

(Security reasons) blocked. You're just fed up with cardboard.

Edited
Automatic translation:
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3 years ago

Hi Meike,

We asked the casino to reply to the complaint. At the moment they are gathering information and will probably respond soon. I will keep you updated.

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3 years ago

Hi Meike,

The casino is currently deciding if they will be discussing the issue publicly. Has there been any news in the meantime?

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3 years ago

Hello Meike,

We tried to get the casino to reply to their complaints. They said they would, but, unfortunately, it takes too long. I’m afraid, there is not much that can be done without the help from the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach and possibly speed up the process. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards,

Peter

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2 years ago

We reopened and changed the classification of the complaint based on the evidence provided by the casino. The Bonus T&Cs were breached on several occasions. The deposits were refunded and played.

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