Captain Spins Casino - La jugadora está luchando por retirar sus ganancias.

Due to loading errors, my profit was wrongly withheld and my outstanding payment too. +250 plus shipping of € 600

Durch ladefehler wurde mein Gewinn zu Unrecht einbehalten und meine Ausstehende Auszahlung auch. +250 zzgl. Versand der 600€

Dear Meike,

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Did I understand it correctly that during the withdrawal process some of your winnings and active balance have been lost due to a technical problem? Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Comments from the player:

"Yes, the lady from the customer service department forwarded this to the management and could not tell me about it because this is probably not a conventional problem. I fear that humanity is right again and that the casino always gets its MONEY, through alleged network errors or through the own LOSS IN THE game. So far nobody has contacted me and I think it will stay that way.

So far they have understood everything correctly. You get lucky and something like that.

MfG Meike "

Comments from the player:

"Ja die Dame vom Kundenservice hat das an das Management weitergeleitet und konnte mir weiter dazu nicht sagen da das wohl kein herkömmliches Problem ist. Ich befürchte dass die Menschheit wieder recht hat und die das Casino bekommt immer sein GELD, durch angeblichen Netzfehler oder durch den eigenen VERLUST BEIM Spiel. Bis jetzt hat sich auch noch keiner bei mir gemeldet und ich denke das wird auch mal wieder so bleiben.

Soweit haben sie das alles richtig verstanden. Da hat man einmal Glück und den so was.

MfG Meike "

Thank you very much Meike for your quick reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Meike,

I looked at your case and will now contact the casino. Let's see what I can do to help.

It's really nice. When I address this to the error, a customer advisor always asks what the problem is. So an endless lyre. In addition, they blocked my account because one of the employees there didn't understand that I hadn't made the payment. And me out afterwards

(Security reasons) blocked. You're just fed up with cardboard.

Das ist wirklich sehr Nett. Wenn ich diese auf den fehler Anspreche fragt immer ein Kundenberater was das Problem. Also eine endlose Leier. Dazu kommt noch das sie mir mein Konto noch gesperrt haben weil der eine Mitarbeiter dort nicht verstanden hat das ich die Zahlung nicht getätigt habe. Und mich anschließend aus

(Sicherheitsgründen) gesperrt. Da ist man einfach Pappe Satt.

Hi Meike,

We asked the casino to reply to the complaint. At the moment they are gathering information and will probably respond soon. I will keep you updated.

Hi Meike,

The casino is currently deciding if they will be discussing the issue publicly. Has there been any news in the meantime?

Hello Meike,

We tried to get the casino to reply to their complaints. They said they would, but, unfortunately, it takes too long. I’m afraid, there is not much that can be done without the help from the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach and possibly speed up the process. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards,

Peter

We reopened and changed the classification of the complaint based on the evidence provided by the casino. The Bonus T&Cs were breached on several occasions. The deposits were refunded and played.