Captain Spins - Withdraw confiscated - rule # 9
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
Hi,
I will give you all the documents i have. Keep in mind that i just got those informations, it took a while for them to provide me the information i requested and add to that that my accoubt was blocked out of nowhere. Not once did they told me why although i submitted a lot of demands to customer service, to their account team. I have been treated very poorly and on top of that, they confiscated my winnings based upon a condition # 9 that is not what i was having while i registered myself for the first time (it was 5 euros = around 8 $ CAD). I withdraw accordingly with all the rules. After their unilateral decision withtout even consulting me, i asked them to at least do half the way and take an arrangement with me in an effort to satisfy their customer. They just dont care and stole me my money. I will submit all the documents in a future email for you to look at. I will wait your answer first and give them to you after. Not a single bet was made higher than 8 $. They are breaking many MGA autority regulations in regards to consumer affairs act. I will send you all the exchanges proofs. I just ask you to work diligently with me and them and not just follow their agressive conclusion based upon a rule that is clearly not what i signed for. I have been trapped and targetted, it is obvious. This is the worst experience online, i have been playing on many more casinos and never had any trouble with a withdraw, i always respected all the rules everytime so this is abusive on their part to close my account right away and steal me my withdraw.
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Hi yata08 - welcome to ThePOGG.com.
Please read our Complaint Guidance to ensure that you 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.
Sadly there is nothing we can do to assist you in this instance.
Regardless of whether the term stated $5CAD or €5 (and the White Hat Gaming sites are geotargetted to show Canadian user the Canadian terms) $8CAD would exceed the maximum allowed bet.
The current exchange rate €1 = $1.44CAD. That means that if the maximum bet was €5, converted that would be $7.20. $8 is significantly higher than this limit.
Even looking at the exchange rates for the last year, €5 has never converted to as much as $8CAD:
At its highest point, in December last year the exchange rate was €1 = $1.57 CAD, meaning that the €5 limit would have been $7.85, still below the $8 CAD bets you were placing.
Given the above there are no grounds to argue, regardless of the currency that the maximum bet term was expressed in, that your $8 CAD bets were compliant with the bonus terms. As such the operator are within their rights to consider the bonus contract void and reset both parties to pre-contract conditions.
Sorry we could not be of further help.
ThePOGG