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.
Captain Spins Casino - Player’s struggling to withdraw her winnings.
Amount: €600
Captain Spins Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.3
Captain Spins Casino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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4 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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4 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
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4 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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4 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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4 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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4 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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4 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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4 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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4 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
