Captain Spins - 4 days after making my deposit and I still can't play
Ruling
Resolved - Both the submitting complainant and Captain Spins Casino have informed us that this issue has been resolved and the player has received their funds.
Read our Captain Spins Casino Review.
Player's Complaint
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.
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Hi sheezy - welcome to ThePOGG.com!
With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 6th of November let us know and I'll contact the operator on your behalf.
Thanks,
ThePOGG