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Captain spins - self-exlusion on brand, refuced to refund deposits

Ruling

Found for the Casino - Self-exclusions do not carry over where you alter the details you register accounts with away from those you self-excluded under.

Read our Captain Spins Casino Review.

Player's Complaint

I opened an account to Captain Spins at 18.4.2020. Depositted and lost 720€. I then realized it was a part of White Hat Gaming Ltd. I have multiple self-exlusion on White Hat gaming casinos. I used same details for registering to Captain Spins as other casinos on the network. Only difference was my address, cause i have moved.

Casino tells me, that i have breached the Responsible gaming policy for using different registering details.

How is it possible, that casino can´´t block me from registering, if i use same name, email, phone. Plus at Captain Spins you register via bank id so they get date of birth etc. that way.

So is there anything you can do or am i lost with this case? Just to get justice, nothing else. I know, i should not try to open accounts while self-exluded, but gambling addiction does what it does. Should pay more attension to licence when registering.

I just cant realize, what is the reasonable efforts that casino makes to prevent players registeration? Just trying to block marketing emails? Cause if they cannot block player with so many same details, i just cannot get it.

I have received many emails from white hat gaming casinos (playzee, hello casino) that my account is self-exluded and i cannot open accounts through they network.

I even found same kind of case on askgamblers, where the player was refunded (even used different email)

If you need the emails from casino - me, ill be happy to send them.

And sorry for my english :)

Read the casino review

2 Responses

User icon
ThePOGG
May 4, 2020

Hi nylon - welcome to ThePOGG.com!

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.

Sadly there is nothing we can do to help you in this instance. Where something as significant as your full address has changed, if you were looking for a self-exclusion to carry over to your new details you would have to inform the operator of your change of details.

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!

ThePOGG

User icon
Nylon
May 5, 2020

Hi. Ok that's sad but thanks anyway. Just wanted to make this complaint to be sure, casino wont fool me around :) cause in that other case (mentioned on first post) player got refunded even tho he changed email. That casino ws casilando (member of white hat).

And it's quite impossible to inform every casino, if some detail changes. They should crosscheck every detail when registering (email, name, date of birth). So if one detail changes, should still ring a bell.

But anyway, thank you for help. If there's nothing we can do, you can close the complaint.

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Agreement

Nylon 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
  • WHG (International) Limited

May 4, 2020

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