Captain Spins Casino - La cuenta del jugador ha sido restringida.

I opened an account today and deposit 358 euros.

Then all games were restricted. Contacted the chat support and they said they should look in to it.

Sent them screenshots of different games. They asked me if I used a vpn, I did not, couldnt play a single game. Then I tried to log in again and now I was completly shout out. It said I couldnt log in because of a restricted country, which Sweden isnt listed as in the website.

Would very much like to get my money back! 

Dear Higha2503,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Captain Spins Casino. I have checked the terms and conditions of the casino, and Sweden is not mentioned in the list of restricted countries:

2.5 You are not resident of Afghanistan, Albania, Algeria, American Samoa, Andorra, Antigua and Barbuda, Angola, Argentina, Armenia, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Belarus, Belgium, Belize, Benin, Brazil, Bolivia, Botswana, Bulgaria, Burkina Faso, Butan, Bosnia and Herzegovina, Brunei, Burundi, Cambodia, Cameroon, Canada Ontario, Cape Verde, Cayman Islands, Central African Republic, Chad, China, Colombia, Comoros, Cook Islands, Costa Rica, Côte d’Ivoire, Croatia, Cuba, Cyprus, Democratic Republic of Korea, Denmark, Djibouti, Dominica, Dominican Republic, East timor, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Eswatini, Estonia, Ethiopia, Falkland Islands, Fiji, France, Gabon, Gambia, Georgia, Greece, Germany, Ghana, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Heard & McDonald Island, Honduras, Hong Kong, Hungary, Iceland, India (certain States: Maharashtra, Telangana and Andhra Prades),   Indonesia, Iran, Iraq, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kosovo, Kuwait, Kyrgyzstan Lao Peoples Democratic Republic, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macao, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, Nicaragua, Niger, Nigeria, Niue, Norfolk Isalnds, North Korea, Northern Mariana Islands, Oman, Pakistan, Palau, State of Palestine, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Republic of Korea (South Korea), Réunion, Romania, Russia, Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles. Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Sudan, Spain, Sri Lanka, Sudan, Surinam, Syria, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Tuvalu, Ukraine, Uganda, United Arab Emirates, United States of America, United States Minor Outlying Islands, Uruguay, Uzbekistan, Vatican City, Vanuatu, Venezuela, Vietnam, Virgin Islands (U.S.), Yemen, Zambia, Zimbabwe ("prohibited countries").

I have also checked the registration form and can see that Sweden is listed in the drop-down menu:

Please allow me to ask you a few questions, so I can understand the whole situation completely: 

• When you opened the website for the first time, were there any errors or notifications that you were in a restricted country?
• Do you confirm that you haven't used any VPN or IP masking software to access the website? 
• Can you please specify the method of deposit you used for the €358?  
• Did you receive any explanation from the casino support regarding the restriction of your account?

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

Best regards,

Natalia

Hi Natalia!

Thank you for your commitment!

I didn't get any error messages when I opened the account and deposited money via Mastercard.

Not using VPN.

No, I didn't get any explanations from support, just a slow processing considering that 358 euros had been deposited. "We're working on your case, will get back to you".

The problem is "solved" now because later the day before yesterday I was able to log in again after trying several times, but still got the message that I was playing from a country that is not allowed.

I then got the chance to play two Hacksaw games and I lost my money there.

But there is something very strange about this casino, it felt like they were closing down and I happened to be the last person to deposit money or something. Nothing worked. It is also not reasonable that only one game manufacturer works and I am pretty sure it did not work when I tried to play earlier in the day.

I also couldn't find any reviews from you, which should have stopped me from investing in the first place.

Regards Higha2503

Hej Natalia!

Tack för engagemang!

Fick inga felmeddelanden när jag öppnade kontot och satte in pengar via mastercard.

Använder inte vpn.

Nej fick inga förklaringar av supporten, bara en långsam handläggning med tanke på att 358 euros var insatta. "Vi jobbar med ditt ärende, återkommer".

Problemet är "löst" nu för senare i förrgår så kunde jag logga in igen när jag försökte flera gånger, men fick fortfarande meddelandet att jag spelar från ett land som inte är tillåtet.

Kom då åt att spela på två Hacksaw games och där spelade jag bort mina pengar.

Men det är något väldigt märkligt med detta casino, kändes som att de höll på att stänga ner och jag råkade sätta in pengar som sista person eller något. Inget funkade. Är ju inte heller rimligt att en enda speltillverkare funkar och jag är rätt säker på att den inte funkade när jag försökte spela tidigare på dagen.

Fann inte heller någon review från Er, vilket borde ha stoppat mig från att sätta in från början

Mvh Higha2503

Hej igen!

Fick svar från Captain spins idag:

Hi Lena,

We thank you for patience and understanding during our investigation.

The team has provided feedback stating that you will only be able to play games on the game provider Push Gaming.

The other providers have blocked their games due to it being a regulated market.

Hoping you understand.

If there is any feedback or concerns, please do not hesitate to reach out.

Kind Regards

Benjamin

Captain Spins Support.

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For more information about how we handle your data, read our Privacy & Cookie Notice.

Captain Spins is a brand managed by Two Shepherds Limited (Company). The Company is registered in accordance with Maltese law with registration no. C87367 whose registered office is Level 3B, Centris Business Gateway Il, Triq is-Salib tal-Imriehel, Central Business District, CBD3020, Malta. The Company is licensed and regulated by The Malta Gaming Authority under licence number MGA/B2C/991/2023 (issued 10/09/2024) for all other customers.

Gambling can be addictive. Play responsibly. For further information on the risks associated with gambling, read our responsible gambling policy. Underage gambling is an offence.

Thank you for the updates, Higha2503. Sadly, since you have played/lost your winnings, I’m afraid there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. Additionally, we cannot influence the situation with the available game providers. If the casino has limited the list of game providers for Sweden, or if providers themselves block the availability for certain markets, we couldn't mediate such issues with the casino directly.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.