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Captain Spins - confiscated winnings after apparent bonus ban

Ruling

Found for the Casino - This player has registered using details that have previously been banned from receiving bonuses. As such they are not entitled to receive bonuses.

Read our Captain Spins Casino Review.

Player's Complaint

Captain spins have stated that I was in breach of a bonus ban and confiscated my winnings however I have NEVER EVER had a bonus ban with this casino or any throughout the white hat gaming network. The only thing I can think of is that when I signed up I used my partners email address rather than my own because I was having trouble with my own email account, she stated she received a bonus ban with no explanation as to why, she received this email in April 2018 and has shown me the email, this was her bonus ban and not mine the email was addressed only to her and not myself. I have never had any issue with using white hat gaming or receiving bonuses and the first time I use a different email I get this problem, if I had a ban why an earth would I continue to receive offers from the website and others across white hat gaming. On a weekly basis I have received email bonus offers and have accepted them more than several times and have had successful withdrawals using these bonuses.

This is their error not mine, many people share email addresses and if the email was not addressed to myself in my name how was I to know I was included in the bonus ban if my name was not on the email. Apart from shortly sharing the email address, I do not share a computer or IP address and have never claimed the same bonus as she has. As long as I am who I say I am which I can prove at any point with documentation I don't see what the problem is. I have other accounts with white hat gaming and searched through my emails and there is NO EMAIL addressed to me stating I have a bonus ban. As such is the case I am fully entitled to my winnings as well as claiming any other bonus... like I said captain spins as a casino sent me these offers and continued to allow me to deposit using these bonuses. I think it is disgraceful that they will allow me to spend my money and claim a bonus but once I win something it is confiscated!

I want this looked into because I did NOT HAVE A BONUS BAN! If a letter is sent to my address with my partners name on I dont assume it is addressed to me as well unless my name is printed on the letter... my name has never been on a bonus ban email.

Thank you for looking into this for me.

Read the casino review

1 Responses

User icon
ThePOGG
July 9, 2020

Hi jdjacks88,

There's nothing we can do to help you in this instance. If you have chosen to use your partner's email address then - given that the bonus ban was communicated to that email address - any account registered with that email address is going to be subject to the same ban.

The terms are also clear that the email address has to be "your" email address.

Given the free availability of emails services we would suggest you make sure you use an email address that is exclusively yours and not look to borrow details from anyone else in future.

ThePOGG

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Agreement

jdjacks88 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

July 9, 2020

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