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Captain Spins - Complaint regarding confiscated winnings

Ruling

Found for the Casino - Captain Spins Casino have provided sufficient evidence to demonstrate that this player's account is unnaturally associated with other player accounts.

Read our Captain Spins Casino Review.

Player's Complaint

Hello,

I received an email from Captain Spins saying that I had broken the terms of their promotional offer and that they have decided to confiscate my winnings. I have been told that I have previously signed up to their casino's.

I do believe this to be a mistake on their side and I would like to request that you investigate this matter further. I have never signed up to their casino before. I am also the sole resident of my property, and it is a new building of which I am its first and only resident. It's simply not possible for me to have used this IP address before as the move to this property was also very recent.

I would like to request that you provide evidence to substantiate your claim and decision as I believe this to be a mistake as its simply not possible. I have had no visitors due to lockdowns and no one else other than me has ever lived in the property.

I asked them to provide me with the details of the second account they are accusing me of owning, but I've gotten no response in 14 days. This shouldn't be a problem for them to disclose if it is indeed my account.

I also asked they that would provide evidence of the second IP address, which I have gotten no response of as well.

There just isn't anything that explains what has happened or any evidence to support this decision, and I am sure that this is an error..

It seems that upon reflection of my circumstances that the accusations they are making are false and I would like someone to deal with this problem as soon as possible. I am more than happy to provide evidence where needed.

I also requested a reference number for this complaint which I have not received yet.

I do hope we can resolve this matter quickly, but this does seem to be a mistake, and I am willing to take this as far as necessary for an adequate resolution.

Thank you for your time

Read the casino review

2 Responses

User icon
ThePOGG
March 24, 2021

Hi hplusm - welcome to ThePOGG.com!

Please ensure you have 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.

I'll contact the operator and see what can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
April 4, 2021

Captain Spins casino has provided sufficient evidence to demonstrate that this account is unnaturally associated with other accounts in breach of terms and conditions. As such we will take no further part in the representation of this player's claim.

No further posts will be approved on this thread.

ThePOGG

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Agreement

HplusM 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

March 24, 2021

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