Captain Spins— player complaints: 18 in English

I wan 1500 and they took it from me after i tried to withdraw

April 2022 I was unable to make a withdrawal via my usual method of PayPal. Advised by casino to deposit more money via a different method (bank debit card) in order to then withdraw full amount. I deposited £10 and made a withdrawal of £160.16. Next day £160.16 was debited from my bank instead of being credited. Casino refused to trace transaction via a transaction ID I had received from my bank & told me I needed to provide them with a full bank statement to prove what I had claimed. I had to wait over 2 weeks for this bank statement to be processed. The money debited from my bank was never claimed by the casino so that debit of £160.16 was reversed by my bank after 4 business days. As a result of this reversal I was informed by my bank that the transaction would not show on my statement. However I still have not received the original withdrawal of £160.16. I sent the casino a full bank statement covering the entire month of April on the 2nd of May 2022. I received a reply to acknowledge the casino had received my documents and it could take up to 2 business days to verify them. It is now 3 weeks since they received my document which clearly shows no amounts of £160.16 were paid into my account in the whole of April especially on the date they claimed to have credited my bank. I have contacted the casino via live chat and each time I've been told the Financial department has yet to give any feedback and I will be contacted shortly. I feel this is unforgivably poor customer service for a paying customer and the vague nature of their reply could be truly open ended and I do not see anything changing unless I make this complaint. It has been over 6 weeks since I initially tried to make the withdrawal. Considering it's the casinos mistake they are not even remotely helping to rectify it & seem determined to make me wait as long as possible.

Hi, I will give you all the documents i have. Keep in mind that i just got those informations, it took a while for them to provide me the information i requested and add to that that my accoubt was blocked out of nowhere. Not once did they told me why although i submitted a lot of demands to customer service, to their account team. I have been treated very poorly and on top of that, they confiscated my winnings based upon a condition # 9 that is not what i was having while i registered myself for the first time (it was 5 euros = around 8 $ CAD). I withdraw accordingly with all the rules. After their unilateral decision withtout even consulting me, i asked them to at least do half the way and take an arrangement with me in an effort to satisfy their customer. They just dont care and stole me my money. I will submit all the documents in a future email for you to look at. I will wait your answer first and give them to you after. Not a single bet was made higher than 8 $. They are breaking many MGA autority regulations in regards to consumer affairs act. I will send you all the exchanges proofs. I just ask you to work diligently with me and them and not just follow their agressive conclusion based upon a rule that is clearly not what i signed for. I have been trapped and targetted, it is obvious. This is the worst experience online, i have been playing on many more casinos and never had any trouble with a withdraw, i always respected all the rules everytime so this is abusive on their part to close my account right away and steal me my withdraw.

Hi Pogg, On 06/07/21 i requested a withdrawal of 800.00cdn. I play there often and had just 10 days prior to this received a 500cdn withdrawal that was about 3 days to reach my bank acct. So on the 09/07/21 I received an email saying that it was successfully processed and should be in my acct in up to 5 days.. On 15/07/21 I emailed them asking where it was and they replied via email there was a delay in payment it was rectified and would be in my acct in a few days. On 18/07/21 I again asked where my withdrawal was, again via email they replied the payment provider was investigating the matter of my missing money and they would get back to me...On the 21/07/21 i again asked where my money was via email they replied on 22/07/21 with it was successfully paid on the 15/07/21 and allow a few more days to show up in my bank., 25/07/21 email to me stating that withdrawal failedmy bank info must be wrong so they wanted all bank info again!! I point out that they paid me out just weeks before without any problem still they want it .i go to my bank and get a form stamped with info wanted .they email me it was not good because i had filled in part of it .its a direct deposit form and needs to be filled out but now they also wanted bank statements too.So i get bank statements and forms send them off and wait. 07/08/21email from capt spins to me says thanks for the documents forwarding to finance team .14/08/21 email to me they successfully paid out look for it in 5 to 7 days ..Well i can go on and on but it has never showed up i do not understand how they could pay me out successfully just 10 days before this request only to pull this? And I do not understand why they lie and say it processed numerous times only to turn around and request banking info they already have and used just days before this request was made. .I am tired of this never ending storey .I have all emails saved if you need them no problem i will send . kind regards

I signed up for captain spins because there was a promotion that gave the whole cash deposit bonus for the first deposit I play and win and seeing that I won I increased my bet above $5 unfortunately all my money was recorded in bonus money and in the rules we must not exceed the bet of $5 which I never warned and I even tried to communicate with their service and I've never had an answer to my question

Hello, I received an email from Captain Spins saying that I had broken the terms of their promotional offer and that they have decided to confiscate my winnings. I have been told that I have previously signed up to their casino's. I do believe this to be a mistake on their side and I would like to request that you investigate this matter further. I have never signed up to their casino before. I am also the sole resident of my property, and it is a new building of which I am its first and only resident. It's simply not possible for me to have used this IP address before as the move to this property was also very recent. I would like to request that you provide evidence to substantiate your claim and decision as I believe this to be a mistake as its simply not possible. I have had no visitors due to lockdowns and no one else other than me has ever lived in the property. I asked them to provide me with the details of the second account they are accusing me of owning, but I've gotten no response in 14 days. This shouldn't be a problem for them to disclose if it is indeed my account. I also asked they that would provide evidence of the second IP address, which I have gotten no response of as well. There just isn't anything that explains what has happened or any evidence to support this decision, and I am sure that this is an error.. It seems that upon reflection of my circumstances that the accusations they are making are false and I would like someone to deal with this problem as soon as possible. I am more than happy to provide evidence where needed. I also requested a reference number for this complaint which I have not received yet. I do hope we can resolve this matter quickly, but this does seem to be a mistake, and I am willing to take this as far as necessary for an adequate resolution. Thank you for your time

Have not received my money despite the customer service agents saying it was processed on the 03/02 it is now the 19/02. I have submitted complaints that have gone nowhere. No update with what is going on with my account. Customer services have no idea what is going on with my account.

So basically they stamped an 8 hour log in time limit on my account, which means within a 24 hour period if I hit 8 I will be kicked from my session and unable to log in for 24 hours. I was unhappy with this as I played 4 hours one night then I wanted to play in the morning and after just 4 hours I was removed. Sometimes it even says I have only played 6 in 24 hours but I still can get booted off. I have contacted live chat and they always have the same scripts for “regular” advisors but then they always transfer you to a “senior” host, they said my limit is operator imposed and it is not possible to remove this. I explained that I found this unfair and that they may lose a customer, I clicked the thumbs down button and closed the chat. 2 hours later I had a self exclusion email from captain spins and now all my accounts are not accessible with WHITE hat gaming. I contacted chat right after and I got transferred to the “senior” host as mentioned above and they said this email was sent in error and that it was simply my log in limit preventing this. Today is a new day and I have gone to try and sign in and it says I am excluded, I have tried different sites on this operator and all the same. I contacted chat and obviously as mentioned before I was quickly put through to the “senior” member of staff and they explained that their was a request to lift the exclusion on my account. So basically I never asked for my account to be closed at all. I have bonus funds still active on captain spins, I find this disgusting how someone can just take matters into their own hands like this?

Have not received my money despite the customer service agents saying it was processed on the 07/11 it is now the 18/11.

First of all I'd like to update you guys, other than in your information, Germany is not listed in captainspins list for restricted countries. They also have a german verison of the website and 24/7 german support. I received their promotion of a 250% bonus and made a deposit. After my deposit a layer popped up and I had to set a monthly deposit limit, which i did. what happened then was, that I could not enter any slot. It took 2 days for their support to identify my account and acutally take on my case, after 4 emails back and forth, me trying to explain that [EDIT] and [EDIT] are one and the same email account. After having my email changed and my monthly deposit limit lowered from 1000€ to 200€, I asked them to, nothing happend. I had to ask the support a few times to figure out that they want me to write an email to their department for compliance and explain my sources of income. Which I emailed them. Now another 24 hours passed by and it is 4 days after my deposit, yet I have no access to the slots. Their support does not answer to my emails and the livechat is very friendly yet not solution orientated or helpful at all. Nobody in that company is able to tell me what the next steps are and they also dont tell me how much longer I might need to wait. "We dont do estimations" I wanted my deposit back, but they won't give me this option due to several terms that would be offended. On the other hand I dont get the services I paid for, thats breach of terms. I also find it wrong that there was no information befor deposit. Who would guess that 4 days after deposit, you still dont get to play and nobody will inform me properly or process my case with a drive for solution. I have never experienced anything like this. They cant process their customers in an appropiate tempo, but still make large promotion campaigns, accept everybodys deposit and dont let people play anytime near.

I played here and enjoyed it spent alot until I withdrawal 2600 then the 48hour reversal ends and im then blocked from here then I have to re verify all my i.d and bank acc everything I've done it like 3 4 times over they say the money was paid out 14.09.2020 at 14.31pm I cant get a tracking number for payment I have to re verify again they say they are emailing me been saying it for weeks now I am so fed up somebody please help

I made a withdrawal on the 16th of july 2020 and the withdrawl got confirmed by them on the 16th at around 9am in the morning i got in touch with their live chat and that was about as much use as beeing kicked in the balls i got no answers that i believed i wonder if you can help me thanks

Captain spins have stated that I was in breach of a bonus ban and confiscated my winnings however I have NEVER EVER had a bonus ban with this casino or any throughout the white hat gaming network. The only thing I can think of is that when I signed up I used my partners email address rather than my own because I was having trouble with my own email account, she stated she received a bonus ban with no explanation as to why, she received this email in April 2018 and has shown me the email, this was her bonus ban and not mine the email was addressed only to her and not myself. I have never had any issue with using white hat gaming or receiving bonuses and the first time I use a different email I get this problem, if I had a ban why an earth would I continue to receive offers from the website and others across white hat gaming. On a weekly basis I have received email bonus offers and have accepted them more than several times and have had successful withdrawals using these bonuses. This is their error not mine, many people share email addresses and if the email was not addressed to myself in my name how was I to know I was included in the bonus ban if my name was not on the email. Apart from shortly sharing the email address, I do not share a computer or IP address and have never claimed the same bonus as she has. As long as I am who I say I am which I can prove at any point with documentation I don't see what the problem is. I have other accounts with white hat gaming and searched through my emails and there is NO EMAIL addressed to me stating I have a bonus ban. As such is the case I am fully entitled to my winnings as well as claiming any other bonus... like I said captain spins as a casino sent me these offers and continued to allow me to deposit using these bonuses. I think it is disgraceful that they will allow me to spend my money and claim a bonus but once I win something it is confiscated! I want this looked into because I did NOT HAVE A BONUS BAN! If a letter is sent to my address with my partners name on I dont assume it is addressed to me as well unless my name is printed on the letter... my name has never been on a bonus ban email. Thank you for looking into this for me.

I signed up with captain spins and made an initial deposit of $50, for which I received the corresponding bonus amount. I lost all of this money. I deposited an additional amount of $150, which was also credited a bonus. I continued to play with this amount. While the bonus was attached to my account, I continued to play between 1 to 5 dollars. It was only once my bonus was run out that I up my bet. I would win 40,000. The casino has claimed that I contravened their policy provision number 7 by upping my bet beyond 5 while with a bonus. This is not true. I only upped my bet once my bonus had been depleted. I have requested documentation to support their decision and they have not provided me with it. My account game history only shows the money spent and won. It does not show the bet at the time. I was well within the $5 point while I was playing with the bonus. It was only after the bonus had been removed and only my funds that I upped my bet. The casino confiscated my winnings and gave me a 1000 gesture. I want my honest winnings. [EDIT] Please help me.

I opened an account to Captain Spins at 18.4.2020. Depositted and lost 720€. I then realized it was a part of White Hat Gaming Ltd. I have multiple self-exlusion on White Hat gaming casinos. I used same details for registering to Captain Spins as other casinos on the network. Only difference was my address, cause i have moved. Casino tells me, that i have breached the Responsible gaming policy for using different registering details. How is it possible, that casino can´´t block me from registering, if i use same name, email, phone. Plus at Captain Spins you register via bank id so they get date of birth etc. that way. So is there anything you can do or am i lost with this case? Just to get justice, nothing else. I know, i should not try to open accounts while self-exluded, but gambling addiction does what it does. Should pay more attension to licence when registering. I just cant realize, what is the reasonable efforts that casino makes to prevent players registeration? Just trying to block marketing emails? Cause if they cannot block player with so many same details, i just cannot get it. I have received many emails from white hat gaming casinos (playzee, hello casino) that my account is self-exluded and i cannot open accounts through they network. I even found same kind of case on askgamblers, where the player was refunded (even used different email) If you need the emails from casino - me, ill be happy to send them. And sorry for my english :)

Hello, I deposited and played at Captain casino, I took a bonus and beat the wagering! I then made a withdrawal request, this was processed and paid to me. However, this has never reached my bank account, I have spoken with love chat on numerous occasions with regard to this, and emailed customer support, they have responded, but basically sent me round in circles to get my money, I have had yet another response today asking for a copy of my bank statement to prove I have not had the money, yet I have already sent them this information by email, I have answered them and forwarded them the previous attached again, but I just think they are fobbing me off, can you help? I have copies of the chat transcripts were I have been told different things and all the emails that I can forward to you if required Thanks Ever hopeful

Dear ThePogg, I signed up to captain spins, played a few games and then made a withdrawal for £300 back to my paypal. There was nothing for a week so i got in contact, they asked for docs so i send all of them in. I waited longer and still nothing. i went back into chase it up and they locked my account! Can you please help me? Thankyou kindly

I opened a account at captainspins, made 3 deposits totaling to £30 in total. I was going to deposit £100 but since it was a new casino just incase I self excluded from a sister site I went to live chat.. at first live chat told me I wasn't self excluded. I was about to deposit £100. They let me on my way. But I thought just incase have they checked my name and date of birth? As I have moved home and also changed email. I was transferred to a supervisor who then confirmed I was self excluded. Wouldn't tell me which casino I self excluded from but said it was till 2022.. I think it's only fair to get a refund as I was self excluded. They have refused to refund and told me they have escalated it and could take 28 day's or more. They were happy to take the funds but wouldn't refund even though I shouldn't of been allowed to play.