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

Hi. I made a withdrawal at Captain Spins casino on May 24. On their own website, the withdrawal was accepted and account has been verified. They keep asking for a deposit form from my bank. I have given them MULTIPLE documents, from driver’s licence to bank statements, to an actual letter from my bank stating ALL the required information. It has been a MONTH and I’m still waiting for my winnings. If you win here, don’t expect to actually receive any winnings for LONG LONG time. I have played at others and have not had the issues I have had at Captain Spins. Play somewhere else!

Dear Jill,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, 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. Please, could you advise if there was any list of documents that have been requested by the casino to complete verification? You can forward the list and any relevant communication to my email address: petronela.k@casino.guru. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much Jill for providing all the necessary information via email. I will now transfer your complaint to my colleague Nick 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.

Now I will try to contact the casino to join us in this case to solve your problem as fast as possible.

I honestly believe they are just giving me the run around. I do not think for one second they are going to honour this withdrawal at all. I’ve emailed my bank again, and asked them if there was an attempted deposit into my account that was returned to the casino. According to CS, there was and if the bank tells me that there wasn’t, then they are absolutely full of shit! Do not open an account here unless you want it be screwed out of your winnings!

We are currently still trying to contact the casino. We will let you as fast as possible if we get an answer from them.

I keep sending them emails and they keep asking for ‘formal documentation’ from my bank. I have no idea what else I can send them. My bank only needs account, transit, institution numbers, swift code and bank name and address to revive it. But they keep saying I need something else, but not specifically what it is! I’m about to give up!

We still could not reach the casino. What other documents do they require? Did you try other withdrawal method, maybe it would be easier to process it.

They said a formal bank deposit form is what I need but I have no idea what that would be beyond the information I have given them. There are no other ways to withdrawal.

I would recommend you to cooperate with the casino. It make take a long time to go through verification process sometimes and the casino has probably some relevant reason for taking it so long. So please try to send them all the documentation they require. Unfortunately, the casino still hasn't replied to us thus we can't move forward in this case so that's all I can advice for now.

I have been trying to cooperate with the casino. But they are very vague on what this form actually is. My bank has no idea what worse we can give them. Details for a wire transfer have been given as well as direct deposit, so even they are baffled. I did receive an email from Gate777 about my withdrawal and that it is coming, but I don’t know if they are linked to Captain Spins.

As far as we know they are not linked together. I've been trying to contact the casino but I still haven't got any reply from them. 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’.

Please let us know if you get any response from the casino or you receive your winnings

The only thing I have heard back from them is that they have all the documentation that they require and that’s it. But still nothing into my bank account.

Finally arrived in my bank account. I honestly believe that it only happened because Casino Guru was looking into it. 6 weeks! Again, processed May 24 and payment not received until July 2. Unbelievable. I still don’t know what documentation they wanted, but something must have clicked! Thanks for your help!!

Dear Jill,

Thank you for letting us know that your problem was solved. I am glad that we could help. Please do not hesitate to contact us in the future if you come across any troubles.

Best regards,

Nick

Casino.Guru