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Captain Spins - imposed exclusion


Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our Captain Spins Casino Review.

Player's Complaint

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?

Read the casino review

2 Responses

User icon
December 2, 2020

Hi erazor95 - welcome to!

Sadly there is nothing we can do to help you in this instance. If Captain Spins, and by extension White Hat Gaming, have concerns that your activities my indicate that you are at risk of playing too much, they have not only a moral but a regulatory obligation to limit your access to their services. This is not something we would challenge.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of more help!


User icon
December 2, 2020

Hello thankyou for your response, they have explained it was an accident and they are escalating it off to the relevant department to be lifted, still awaiting this to happen and I have funds in my account too.

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erazor95 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
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

December 2, 2020

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