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I paid 10 euros and got a 100% bonus, I had to wager it 35 times.

After that I won about 530 euros with a stake of 0.60 cents and a little later 1400 euros with a stake of 2.50 euros

When I noticed that I ran out of bonus credits and you wagered 35x, I bet more than 5 euros

From 1400 euros bought 100 euros free spins and 50 euros free spins.

A little later I make a withdrawal of € 700 and the € 700 was not paid out. They credited my gaming account with € 40 and just wrote me an email. I would have exceeded the € 5 limit stake during the welcome bonus period and thus violated the legal requirements.

My winnings of 700 euros have now disappeared from the payout system and you cannot provide me with any proof that I played with higher stakes during the bonus time.

Ich habe 10 Euro eingezahlt 100% bonus bekommen, ich musste es 35x umsetzten.

Danach habe ich ca. 530 Euro mit 0.60 Cent Einsatz gewonnen und ein wenig später 1400 Euro mit einer einsatz von 2.50 euro

Als ich bemerkt habe, dass ich kein Bonus Guthaben mehr habe und dir 35x umsetzte, spielte ich höher als 5 Euro Einsatz

Ab 1400 Euro kaufte 100 Euro freispiele und 50 Euro freispiele.

Ich tätige dann wenig später eine Auszahlung von 700€ und die 700 Euro wurden nicht ausgezahlt. Sie haben mir mein spielkonto 40€ gutgeschrieben und mir einfach eine Email geschrieben ich hätte in der wilkommensbonuszeit den 5 Euro Limit Einsatz überschritten und damit gegen die rechtlienen verstoßen.

Mein Gewinn von 700 Euro sind nun von Auszahlungsystem verschwunden und sie können mir keinen Beweis vorlegen das ich während der bonus Zeit mit höheren Einsätze gespielt habe.

Dear Andreas,

Thank you very much submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.captainspins.com/promoterms:

"The maximum bet allowed while the Welcome Bonus is in play is €5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings. "

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. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Please understand that until you place a request for a withdrawal your bonus is active; hence, all the bonus rules must be followed.

Let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Andreas,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.