Captain Slots Casino - La cuenta del jugador ha sido cerrada.

Please help. On the 22/04, I opened an account with captain slots and made a deposit of 1220 euros. I played a few crash games on Aviator game and got my balance to 1460 euros and I contacted support and asked if I needed to verify my account as I would like to withdraw my balance. The support said to go to withdrawal section and withdraw my money which I did and they said after 24 hours withdrawal will be processed. I check my bank account today 24 hours after and I haven't received any money.

Today I tried to log back into my casino account and they had locked my account due to gambling addiction. I don't understand this at all. I opened my account deposited money and withdrew. They said they are reviewing my account but cannot provide reason why or provide me a time on how long this review will take. Please help me I want my money withdrawn!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you ever requested self-exclusion from this casino, or expressed any concerns about your gambling habits when communicating with customer support?
• Did you activate any bonuses with your deposit?
• Did you make a single deposit of €1,220, or several smaller deposits totaling this amount?
• Did you play any games other than Aviator to accumulate the winnings you are trying to withdraw?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

1. I confirm that I have never requested self-exclusion from the casino, nor have I expressed any concerns about my gambling habits in any communication with customer support.
2. I confirm that I did not activate or use any bonuses in connection with my deposit.
3. I confirm that I made a single deposit of €1,220, rather than multiple smaller deposits totaling this amount.
4. I confirm that I did not play any games other than Aviator to accumulate the winnings I am attempting to withdraw. 

Thank you for your responses. Before we proceed with the investigation, please forward me all the communication between you and the casino regarding the review of your account at veronika.f@casino.guru. These can be screenshots, emails, or chat transcripts. I appreciate your patience and cooperation.

Dear p.chassagnac,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

A little update,

They have now reopened my account. However only option on the account is to withdraw the balance. However, from my remaining balance of 1460 euros, they removed 1244 euros and only remaining 216 euros in my balance. Please help. I already contacted the support team and they are no help. I sent all details with screenshots to  veronika.f@casino.guru

Thank you for your reply and for your email.

In the screenshots you provided, I can see only a single withdrawal request dated 29 April in the amount of 216 €.

Do you have any evidence, such as emails or records in your transaction history, showing the withdrawal request for 1,460 €?

Also, had you completed the wagering requirements for your deposit before your account was suspended by the casino?

I didn't request any withdrawals. As I mentioned, I deposite 1220 euros then made my balance reach 1460 by wagering. I then requested a withdrawal of this full 1460 amount and then they locked my account and I couldn't sign in. After 1-2 weeks I could login to my account again but they removed 1220 the initial deposit from my balance without providing any reason and I was left with 216 euros in balance. I requested withdrawal of this 216 euro balance on the 29/04 but still not completed. The balance they took from my account is also gone and they are not providing any response to this amount. I also had completed wagering requirement which wwas 1x deposit amount before withdrawing.

Please send me a screenshot of your deposit history showing the amount you deposited.

Also, if you received any explanation from the casino's customer support regarding the adjustment of the balance in the meantime, kindly forward it to me as well.

I have sent an email to you

Thank you for your email. Since you are unable to check the deposit history in your casino account, please forward me your deposit receipt at veronika.f@casino.guru.

I have sent an email to you

Thank you for your email.

Could you please clarify whether you encountered any issues while attempting to make a deposit at this casino? The PayPal statement you provided suggests that the payment was repeatedly marked as "on hold" and later "refunded" over the course of a month.

Was this amount eventually credited to your casino account, or was the payment ultimately unsuccessful?

No issues happened while depositing my money to the casino. Paypal just marked the payment as on hold as the merchant hadn't accept it but after some time it was accepted. I got my money in the casino but the problems came when i tried to withdraw the money

Dear p.chassagnac

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear p.chassagnac,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Captain Slots Casino representative to join this conversation.

Dear Captain Slots Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear p.chassagnac,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, you can try to contact the gaming authority, the casino is regulated by.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Best regards,

Mirka