The player from Germany has been accused of breaching bonus T&Cs by placing a single bet greater than €5. We rejected the complaint because the player didn't respond to our messages and questions.
Captain Spins Casino - Player’s winnings from promotional play have been voided.
Amount: €700
Captain Spins Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
I paid 10 euros and got a 100% bonus, I had to wager it 35 times.
After that I won about 530 euros with a stake of 0.60 cents and a little later 1400 euros with a stake of 2.50 euros
When I noticed that I ran out of bonus credits and you wagered 35x, I bet more than 5 euros
From 1400 euros bought 100 euros free spins and 50 euros free spins.
A little later I make a withdrawal of € 700 and the € 700 was not paid out. They credited my gaming account with € 40 and just wrote me an email. I would have exceeded the € 5 limit stake during the welcome bonus period and thus violated the legal requirements.
My winnings of 700 euros have now disappeared from the payout system and you cannot provide me with any proof that I played with higher stakes during the bonus time.
Automatic translation:
Public
Public
4 years ago
Dear Andreas,
Thank you very much submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.captainspins.com/promoterms:
"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. "
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
Please understand that until you place a request for a withdrawal your bonus is active; hence, all the bonus rules must be followed.
Let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
