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Captain Spins - refused my winning

Ruling

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

I signed up for captain spins because there was a promotion that gave the whole cash deposit bonus for the first deposit I play and win and seeing that I won I increased my bet above $5 unfortunately all my money was recorded in bonus money and in the rules we must not exceed the bet of $5 which I never warned and I even tried to communicate with their service and I've never had an answer to my question

Read the casino review

1 Responses

User icon
thepogg
May 26, 2021

Hi Charl3y28 - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Unfortunately there is nothing we can do to assist you in this matter. The terms and conditions associated with the welcome package at Captain Spins are clearly included with each advertisement. They prohibit betting more than $5 while you have an active bonus. If you have exceeded this limit the operator are within their rights to consider the bonus contract void and reset both parties to their starting positions.

Sorry we could not be of more help,

ThePOGG

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Agreement

Charl3y28 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

May 23, 2021

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