Captain Spins - Failed withdrawal
Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.
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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.
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