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Captain Spins - Self excluded but wont refund


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

Read our Captain Spins Casino Review.

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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1 Responses

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February 20, 2020

Hi hopefruit2020 - welcome to!

Unfortunately there is nothing we can do to help you in this instance. The UKGC reserve management of this type of complaint issue to their own team. All we could do is suggest you contact the regulator.

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!


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hopefruit2020 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:

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

February 20, 2020

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