The player from Germany has been accused of breaching the maximum bet, but the player claims he placed bets over this limit only during the gameplay with her real money. We rejected the complaint because the player didn't respond to our messages and questions.
Captain Spins Casino - Player’s winnings have been seized.
Amount: €600
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
Hi,
I deposited 50 euros and got a 50 euros bonus = 100 euros. Before I started playing, I asked in live chat whether I could play live casino. I was told that 50 Euro real money will be used first and that I can live casino. In the livecasino I won immediately and wanted to pay out. Unfortunately, that wasn't possible due to the wagering requirements. With a 50 euro deposit I had to turn over 3750 €, which seemed completely impossible to me. After 4 days of slots I did 100% and was able to pay out 600 euros. After 3 working days the payment was gone and only 70 euros remained in my account.
I asked in the live chat and I was told I played over 5 euros so all winnings are gone.
I have never played slots in my life at 5 euros or over 5 euros. Live casino yes but I asked beforehand and that was no problem with real money.
I NEVER played with bonus money because I immediately won with real money.
I said that I need the money and my account was blocked due to suspected gaming problems.
I played at max 1 euro slots and did nothing wrong and still everything went away. Please help me I feel powerless.
Sincerely yours
Halima
Automatic translation:
Public
Public
4 years ago
Dear Halime,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found:
"Placing single bets in excess of 20% of the value of the bonus credited to your account until such time as the wagering requirements for that bonus have been met unless otherwise stated. For example, if you received a bonus of €200, then the maximum bet that can be placed is €40. The 20% rule does not apply if the bet size is less than €5;"
Would you be so kind and send me the link to the bonus you redeemed? I would like to read the bonus T&Cs.
Additionally, could you please forward me any relevant communication between you and the casino and your game history? My email address is kristina.s@casino.guru.
Best regards,
Kristina
