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Captain Spins - Failed withdrawal

Ruling

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.

Read our Captain Spins Casino Review.

Player's Complaint

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.

Read the casino review

5 Responses

User icon
thepogg
May 28, 2022

Hi Hackerjack - welcome to ThePOGG.com!

To be clear - you current bank statement now does not show the £160.16 being debited from your account or being recredited to your account? There is no transaction for £160.16 left on your statement?

Thanks,

ThePOGG

User icon
Hackerjack
May 28, 2022

Yes, they debited the amount but then never tried to claim it (because as far as they were concerned they had credited my bank ) The debit was then reversed by my bank after 4 days. My bank said because it was never claimed and then reversed back to my account, it will not and did not show on my statement. & Yes there is no transaction for £160.16 whatsoever on my statement , which proves they did not credit my bank.

User icon
thepogg
June 12, 2022

Hi Hackerjack,

The operator informs us that they have provided you with an ARN number and asked you to contact your bank and request a track and trace on this transaction. Have you done this?

Thanks,

ThePOGG

User icon
thepogg
June 25, 2022

Hi Hackerjack,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
July 1, 2022

Hi Hackerjack,

If we haven't heard from you by Friday the 15th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

Hackerjack consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Captain Spins
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Imperium Network Solutions Limited

May 24, 2022

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