Captain Spins Casino - Os ganhos do jogador foram capturados.

Hi,

I deposited 50 euros and got a 50 euros bonus = 100 euros. Before I started playing, I asked in live chat whether I could play live casino. I was told that 50 Euro real money will be used first and that I can live casino. In the livecasino I won immediately and wanted to pay out. Unfortunately, that wasn't possible due to the wagering requirements. With a 50 euro deposit I had to turn over 3750 €, which seemed completely impossible to me. After 4 days of slots I did 100% and was able to pay out 600 euros. After 3 working days the payment was gone and only 70 euros remained in my account.

I asked in the live chat and I was told I played over 5 euros so all winnings are gone.

I have never played slots in my life at 5 euros or over 5 euros. Live casino yes but I asked beforehand and that was no problem with real money.

I NEVER played with bonus money because I immediately won with real money.

I said that I need the money and my account was blocked due to suspected gaming problems.

I played at max 1 euro slots and did nothing wrong and still everything went away. Please help me I feel powerless.

Sincerely yours

Halima

Hallo,

Ich habe 50 Euro eingezahlt und einen 50 Euro Bonus bekommen = 100 Euro. Bevor ich angefangen habe zu spielen habe ich im live Chat nachgefragt ob ich livecasino spielen darf. Man sagte mir das zuerst 50 Euro Echtgeld benutzt wird und damit darf ich livecasino. Im livecasino hab ich sofort gewonnen und wollte auszahlen das ging leider nicht wegen den umsatzbedingungen. Bei 50euro Einzahlung musste ich 3750€ umsetzten was mir völlig unmöglich vor kam. Nach 4 Tagen slots habe ich die 100% geschafft und konnte 600euro auszahlen. Nach 3 Werktagen war die Auszahlung weg und nur noch 70 Euro auf meinem Konto.

Ich fragte im livechat nach und man sagte mir ich habe über 5 Euro gespielt deshalb sind alle gewinne weg.

Ich habe noch nie in meinem leben auf 5 Euro bzw. über 5 Euro gespielt slots. Live casino ja aber da hab ich vorher nachgefragt und das sei mit Echtgeld kein Problem.

Ich hab NIE mit bonusgeld gespielt da ich ja sofort gewonnen habe mit Echtgeld.

Ich sagte das ich das Geld brauche und zack war mein Account gesperrt wegen Verdacht auf Spielprobleme.

Ich habe auf max 1 Euro slots gespielt und nichts falsch gemacht und trotzdem alles weg. Bitte helfen Sie mir ich fühle mich machtlos.

Mit freundlichen Grüßen

Halima

Dear Halime,

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

"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;"

Would you be so kind and send me the link to the bonus you redeemed? I would like to read the bonus T&Cs.

Additionally, could you please forward me any relevant communication between you and the casino and your game history? My email address is kristina.s@casino.guru.

Best regards,

Kristina

Dear Halima,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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

The player can reopen this complaint anytime.