Captain Spins - Self excluded but wont refund

Ruling

Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

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Player's Complaint

I opened a account at captainspins, made 3 deposits totaling to £30 in total. I was going to deposit £100 but since it was a new casino just incase I self excluded from a sister site I went to live chat.. at first live chat told me I wasn't self excluded. I was about to deposit £100. They let me on my way. But I thought just incase have they checked my name and date of birth? As I have moved home and also changed email. I was transferred to a supervisor who then confirmed I was self excluded. Wouldn't tell me which casino I self excluded from but said it was till 2022.. I think it's only fair to get a refund as I was self excluded. They have refused to refund and told me they have escalated it and could take 28 day's or more. They were happy to take the funds but wouldn't refund even though I shouldn't of been allowed to play.

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