Captain Spins Casino - Player’s withdrawal has been delayed.

I have been waiting 10 days for my withdrawal they keep saying they are having withdrawal issue? they keep asking me to be patient and everyday day are saying the problem is not yet resolved????

Dear Marissa,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for and if this has been your first withdrawal request in this casino?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance. 

Best regards,

Petronela

Dear Marissa,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

They have sent me $5000 of the $12000 - still waiting on the balance???

Dear Marissa,

Thank you very much for the update. I have checked terms and conditions, and this is what I found:

"Unless otherwise agreed in writing, the maximum you may withdraw in any week is 5000.00 NZD - Weekly."

I believe you need to request another withdrawal. Thank you and please keep me updated.

I withdrew $5000 then closed my account so they had to send my my remaining balance

Thank you very much Marissa for your quick reply. I didn’t realize that your account is no longer accessible. I will now transfer your complaint to my colleague Jozef 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.

Moreover, could you please advise if you have closed your account or it has been blocked by the casino?

I chose to close it and therefore requested my balance returned to me hence the remaining $7000

Hello Marissa.

Thank you very much for sharing your negative experience with Captain Spins Casino. We will now try to get in touch with the casino.

Thanks so much

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Marissa.

Your complaint is going to be visible in the casino review and it will also affect their reputation on our website. I am very sorry we could not help you with this case. Since the casino is unresponsive, your only option is to contact their licensing authority. Please, let me know if you have any questions or require further assistance (jozef.k@casino.guru).

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.

Dear Marrisa.

The casino has informed us that managed to withdraw your winnings. Please, could you confirm their statement?

The player was ultimately paid the full NZ$12,000.

Be aware that in case you fail to provide the required information in the given time frame, we will consider the case got resolved.

We will now mark it as 'resolved' in our system. 

Best regards, Jozef