Captainsbet Casino - Player’s attempts to block his account have been overlooked.

Hi

i opened an account with this about a year ago. I was played for a while and then sent mail to close my account permanently and told the reason clearly in the mail gambling addiction. But my account wasn’t closed till yesterday then I lost 150$. But I sent mail on last year November and last year December as well. I am playing then I asked them to close my account because I didn’t want to chase my losses, but they are not closing the account, when we ask. Operator is not responding about my case, please help me to get my funds.

Dear Anto1318,

Thank you very much for submitting your complaint and forwarding the relevant screenshots:

I’m sorry to hear about your problem. Could you please advise if your account is still accessible and indicate the exact date when you deposited funds again?

Ideally, please forward your cashier history to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi

i made deposits on 100$ on 02/08/2022. But I made 50$ long time ago but can’t remember when exactly, I am very sure I made total 150$ after told my addiction. I sent to your mail address for the evidences.

Dear Anto1318,

Could you please advise if your account was successfully verified in the past? Do I understand correctly that the casino requested your picture ID before honoring your request?

Hi

my account wasn’t verified in the past. They asked me to send the identity documents and phone number to close my account on 6 months ago.Even I sent all of them long time ago but my account wasn’t closed till I asked them few days ago for third time. I sent that evidences as well to your mail address.

Thank you very much, Anto1318, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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.  

Hi Anto1318,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Good day to everyone! Thank you for opening this issue. Anthony, we have received your request and we are currently reviewing your request.

Dear Captainsbet Casino team,

thank you very much for your cooperation. I am extending the timer by 7 days. Please, let us know when there is any new information about the player's issue.

Good day, Anto1318 and Jozef.

We reviewed all the materials provided and really found out the reason that the account was not closed on the first request. I ask you to send the address of the cryptocurrency to which we will make a refund.

Hi

i sent my crypto details to Captainsbet. Waiting to receive the funds.

Hello, Anto1318! We are currently processing a refund.

Hello, @Anto1318 and @Jozef . The refund has been made.

Hi

waiting for full refunds of 95 usd but I have received only 66 usd.

Dear Captainsbet Casino team,

thank you very much for your cooperation. May I kindly ask you to react?

Good afternoon, Anto1318 and Jozef ! The refund claimed by the player is in progress. The player will receive a refund shortly. We will notify the player and post a message in this thread.

Hi

i have received my funds. Please close the complaint as resolved.

Hi

i have received my funds. Please close the complaint as resolved.

received the funds please close the complaint

Good day, Anto1318 and Jozef! For our part, we closed the refund to the player and paid out the additional funds in full. If there any questions left, please contact: support@captainsbet.org

We wish you all a good day!

Hi

please close the complaint I have received full refunds.

Hi Anto1318,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef

jozef.k@casino.guru