Captain Spins Casino - Pelaajan bonusvoitot mitätöidään.

Hi team ,

I really need your help with a withdrawl

problem and I am 100 % sure I am in my right to receive the fund ..let me explain my issue …

Actually it is concerning 3 casinos with I accessed after reading the good rating on Your site casino guru

it concerns

captain spin casino for a withdrawal of 4000

Casigo casino for a withdrawal of 4500 eur

Miami dice casino for an amount of 1800 eur

total amount 10300 eur

last weekend I was very lucky in wining above amounts in these 3 casino and I made the withdrawal after finishing the welcome bonus wager successfully

Monday and today all 3 casinos reacted with an email and all 3 send same email with next text :

Your account has been found to be in breach of clause 9 of the Promotional Terms associated with the welcome offer:

Clause 9 - The maximum bet allowed while the Welcome Bonus is in play is EUR 5. Should You bet higher than this while the Welcome bonus is in play, the Casino reserves the right to confiscate all winnings.

Therefore, your withdrawal has been canceled, your winnings have been confiscated and your deposit of EUR 300 has been returned to your gaming account.

let me tell you first of all : I am fully aware of not playing more than 5 eur when the bonus is active . You don’t need to point out that rule as I was playing with bets of 2,50 and 5 eur and I was continuous checking if the wager was completed during my play

I just checked the full account history at captain spin casino which was 290 pages

I only played with 2,50

and 5 eur … again I was fully aware of the max play of 5 eur when bonus is active .

the reason why all 3 casinos found the breach of because of a game I played and won : the game is :big spinner

in this game I was betting the whole time 2,50 and 5 eur on autoplay…it is a game with a wheel of fortune which you can enter when you win a prize. Let me give you an example :

when betting 5 eur on auto play and you win for example 50 eur ,your 50 eur will be loaded in the wheel of fortune where if 2 of more scatters appear you can spin the wheel..only what happens is the bet doubles

to 10 eur and you cannot change that . It changes automatically to 10 eur and when your 50 eur you won in the downgame goes to zero , it again changes back to 5 eur .

same things happens when playing with 2,50 bet and when you win .. the spins at the wheel of fortune goes to 5 eur .. you cannot changes this . It changes back again to your initial betting when the funds at the top game drops to 0

you can see this your self by playing the game in demo and see what happens when your bet is 5 eur and you win Prize

Please check next link https://www.nederlandseonlinecasino.nl/casinospellen/online-gokkasten/big-spinner/

again I am fully aware of the maximim

bet of 5 eur when bonus is in play

the casinos should also be aware of this and we should be protected by this as our bet was not more than 5 eur

I really need you help in this and it is al lot of money . I can see that all three casinos have good rating here which was the reason I started to play

I hope the casinos also will investigate this and will notice that every player with intention to play max 5 eur at big spinner will be trapped by this.

above text is related to captain spins casino

but I have exactly the same problem with

casigo casino for an amount of 4500

and Miami dice casino for an amount of 1800 eur

so I don’t no if you will be creating 3 different tickets for me

what I think is that the cooperate with each other as I received 3 times same email on same day for my rejection of my 3 withdrawls and I also think that it is the same person who has reviewed my withdrawals

dear casino guru , I hope you will do my best for me to help me receive my funds from these 3 casinos as it is a total of 10300 eur and my betting was never higher than 5 eur

I can send you all proof of you want and explain also

the problem of the big spinner game which you also can see on the acount game history and how the beating increased to 10 after winning with 5 eur bet

I really hope you will protect the player in this case as I noticed all 3 casinos have good ratings on your site

thanks and regards

Dear Nasnas76,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

https://www.captainspins.com/promoterms:

„"Irregular play" includes, but is not limited to, any one of the following types of play:

• 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"

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Could you please advise how much was the bonus amount credited to your account?

Additionally, please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

PS: I would kindly ask you to submit two separate complaints about the remaining casinos as we keep one thread per casino only. Thank you for your understanding.

Hi Petronella ,

Thanks for looking into this for me ..

for the other 2 casinos I will make Seperate complaints

let me respond to your reply

As I told you I was fully aware of playing no more than 5 eur while bonus is in play .. every time I checked the wagering how much needed to complete this …

that’s why my betting was never higher than 5 eur …

I first want to ask you : did you play the demo game to see what happens if you play 5 eur in auto play and you win a prize to play at the big wheel ?

this means that every player who plays the game big spinner with the intention to bet no more than 5 eur will be in breach as the bet changes to 10 in bigspinner top play

I have added the screenshot of the account history . Here you can see that the betting is 5 eur and then there is a credit of 60 eur which I won in the downplay.. after that you see the betting change to 10 eur in bigspinner topplay where you can turn the wheel of the spinner when 2 scatters appear …

the casino should exclude these games from the bonus play or they should pre warn you that the betting should be 2,50 because of the automatic double betting when you win prize .

it can not be that when player is aware of betting no more than 5 eur and plays a game that automatically changes the bet to 10 eur is in breach

this is very misleading and I hope the casino will get to the same conclusion and pay me the 4000 I won

I fully understand when the casino does not pay out to players who are in breach because they played with higher bet than 5 eur , but as you can see in the screenshots I did not do that at all

Thank you very much, Nasnas76, for your reply. Could you please forward the entire game history in Excel format?

Hi Petronella

there is no possibility on their site to convert to excel and these are 290 pages

there should be another way to share this

btw I deposit 100 eur and got 100 bonus So total 200

please advise what you need for me to solve this issue

Thank you very much, Nasnas76, for your reply. I’m afraid we’ve reached a stage where I’m not able to help you any more with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players contacting the Licensing Authority directly and use this complaint as a reference. You can file an official complaint against MGA-licensed Online Casinos through the following link https://www.mga.org.mt/support/online-gaming-support/. 

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did.

Please let me know if you decide to contact the Licensing Authority and our assistance will be needed.

Sorry , I totally not agree with your comment !

you say the casino refuses to comment ! I do not agree on that .. I can see in other cases that they have reacted !

I think it is a poor answer you gave me after all my effort I did in this complaint

You did not even ask the casino to step in and ask them for an explanation.

I can see they have 0 unresolved cases. Well than they can also resolve this one

and if they casino refuses to reply you should mark this as unresolved and give them black points.

why are you stepping so easy off this case. What is the use of this casino . This is a case where you should have stepped in and help the player instead of saying I can’t help you

I also noticed that you do not reply to my questions I ask . It is just like you are sending atomatic answers.

the reason I played on this casino is because I find on your site that they are an excellent casino.

normally I see you transfer the case to your collegeau and now you are just saying : I can’t help you because this group will not reply , Ok why not try and if they do not reply give them black point as they still don’t have any

this complaint is a case where you should have stepped in and at least did some effort to contact the casino . I can see in other cases that you have contact with them

Hope you will still try to solve my case so other players and I will also see the benefit of this site where players are helped when they have problem with casino

thanks

I do apologize, since we had this casino marked as "No Reaction Policy" in our system I wanted to help as much as I could by advising you to contact the Licensing Authority.

However, you are absolutely right, and the casino communicates and assists with resolving problems.

Therefore, I have updated our note next to the casino’s contact and would kindly ask you to accept my sincere apology.

I will now transfer your complaint to my colleague Matej 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.

Hello Nasnas76.

I am one more time sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Would you please check the Nasnas76 posts and explain to us whats happened?

We would like to ask 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’.

Hello Nasnas76.

The casino presented evidence about your gameplay. We will be talking about your case on Wednesday and decide what to do next.

thank you matej

btw do you understand what happened

let me explain you /

the game big spinner when you bet 5 eur on auto play and you win for example 50 eur then you can play at the big spinner up game

when 2 scatters appear you turn the wheel of fortune to win prizes.. only the betting on this upper game goes to 10 eur.

and that’s exactly what the casino has taken as proof ,

every player who plays this game shall be in breach when betting 5 eur.

I hope you will fight for us and I can have my winnings paid out

i just went also through the 290 pages of game play at captain spins and again the only thing I saw was the betting of 5 eur and when prize received it went to 10 in big. Spinner

matej, I will even grant you access to my account so you can check it yourself

Hello Nasnas76, 

In the last few days, we have discussed your case with the casino via Skype.

We went through all the possibilities and analyzed your game log. The casino will soon write their decision here.

Please be patient.

Hi nasnas76 & CasinoGuru Team,

My apologies for the delay in providing you with an outcome regards this request.

I have been discussing the matter with Casino Management internally and awaiting feedback from one other party before I am able to provide you feedback related to the request.

As soon as I have received feedback and am able to finalize it, I will be sure to update the thread.

Best regards

Thank you captain spins for responding

I hope you will provide me positive news

i have all trust in your expertise

nasnas76

Hi nasnas76,

A final review of this matter is scheduled for today, of which I will be able to provide feedback thereafter.

Once again, apologies for the delay and thank you for your patience and understanding.

Best regards

Hi captainspins

i have received the funds in my account at the casinos

I have requested pay out to my bank

as soon I receive the funds I wil ask casino Guru to close the ticket

thank you very much

Funds are received

thank you al ll

yiu can close this case

Dear Nasnas76,

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.