Captainsbet Casino NG - Player struggles to withdraw deposited funds.

Good day, I have my deposited funds with captainsbet. I deposited and play game and they void it and have refuse to pay me back since Sept,2023 till date.

I have message them couple of times and they promise to pay which they refuse. I try to login in my account today and I notice that they have close in my region. But still not pay me yet.

I have all screenshots evidences with me

Pls @casino.guru I need your help

My account id with them- ****

Dear kaybright44,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Captainsbet Casino NG.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino accuses you of reversing your deposit made to the casino?
• Have you accumulated your winnings with the help of a bonus?
• Could you please explain when the conversation with the casino takes place?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good day Mr Tomas, I have never accumulate any winnings from captainsbet. Just a funds that I deposited to play a bet and the game void and return my stake. And limited my account.

And since September 2023 till date. It have been difficult for them to return my fund to me

Have you made multiple deposits in the casino?

Do you have records of these deposits?

• Please share proof of these deposits here or send proof to my email at tomas@casino.guru

Good day Mr Tomas, I have successfully searched for all my deposited transactions with them.

I lost my first two deposited funds to them which is 13,500 and 22,000

Then I deposited 100,500 and 50,000 same day use it to play a game and later return my bet and I make a withdrawal, they one pay me 20,000 which am now having 130,000 in my bet account till today since 19 Sept 2023 till date

Thank you very much, kaybright44, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, kaybright44!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is now closed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team