How to contact the casino support service?
You can contact Captain Spins Casino support primarily via live chat for immediate assistance or by email at [email protected] for detailed queries.
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What contact methods are available for customers?
Live chat 24/7, email at [email protected].
Casino website
https://captainspins.com
Casino launch date
Captain Spins Casino was launched in 2019.
Gaming license
Licensed by the UK Gambling Commission (UKGC) and the Malta Gaming Authority (MGA).
Casino headquarters location
85 St John Street, Valletta, Malta.
License jurisdiction
United Kingdom and Malta.
Is there live chat on the website, does live chat work 24/7, and how long does it take to respond in chat?
Yes, live chat is available 24/7 with response times typically within minutes.
Is there a contact form on the website?
Yes, a contact form is available on the support page for customer inquiries.
Technical support email
VIP support email
No specific VIP support email publicly available; VIP players generally use the standard support channels or a dedicated VIP manager assigned upon reaching VIP status.
Complaints email
No separate complaints email specified; use [email protected] for complaints.
Finance department email
No distinct finance department email published; financial inquiries handled via main support email.
Security service email
Not explicitly provided; security issues reported through general support email.
Support hotline phone number
No phone support available.
VIP line for premium customers
No dedicated VIP phone line available.
Separate complaint line
No dedicated complaints phone line.
Technical support
Available 24/7 via live chat and email; highly responsive.
Financial department
Contact through [email protected]; no separate financial contact published.
Security service
Contact through general support email; no dedicated security contact.
Telegram support account
No official Telegram support account found.
WhatsApp support account
No official WhatsApp support number found.
Viber support account
No official Viber support account found.
WeChat support account
No official WeChat support account found.
Facebook page
https://www.facebook.com/CaptainSpinsCasino (typical casino social presence, but users should verify).
Instagram page
No official Instagram page specifically verified.
Twitter/X page
No verified official Twitter/X account found.
LinkedIn page
No direct LinkedIn company page publicly identified.
YouTube channel
No official YouTube channel separately identified.
Telegram channel
No official Telegram channel found.
Discord server
No official Discord server information available.
Are there video calls with consultants?
Video call support is not offered.
Is there a ticket system (helpdesk)?
Yes, Captain Spins uses a Zendesk-based ticketing system integrated with their live chat and email support.
Is there a mobile app with support chat?
There is no dedicated mobile app; support chat is accessible via the mobile website.
Are push notifications supported?
Push notifications are not reported as supported.
Is SMS support available?
SMS support is not available.
Can I request a callback?
No callback service offered.
Are there forums or communities related to this casino?
No official forums, but players may find unofficial communities online.
Is there a mobile app for contacting support?
No dedicated app for support contact.
Are Zoom/Teams consultations possible?
No video consultation platforms like Zoom or Teams are supported.
Is support available on weekends and holidays?
Support is available 24/7, including weekends and holidays.
What are the support service operating hours?
24 hours a day, 7 days a week.
Supported languages
English, French, German, Finnish, Norwegian, Spanish.
Service regions
Supports players mainly in UK, Europe, Canada, and other regulated regions.
Can I contact support without registration?
Yes, live chat and email support can typically be accessed without registering an account.
Can I send documents through chat?
Document upload through live chat is not commonly supported; documents are usually submitted via secure links or email.
Privacy policy link
https://captainspins.com/privacy-policy
Terms of service link
https://captainspins.com/terms-and-conditions
What to do if I forgot my account password?
Use the "Forgot password" link on the login page to receive a reset link via email.
How to restore access to a blocked account?
Contact support via live chat or email to verify identity and resolve issues leading to blocking.
Why is my account blocked?
Common reasons include suspicious activity, KYC issues, self-exclusion, or breach of terms.
How to change profile information?
Update settings in your account dashboard or contact support for assistance with sensitive changes.
What to do if I suspect my account has been hacked?
Immediately contact support to secure your account and follow their security protocols.
How to set up two-factor authentication?
Captain Spins does not publicly offer 2FA setup; check support for the latest security options.
Why am I not receiving SMS confirmation codes?
May be due to network issues, blocking by phone provider, or incorrect phone number; contact support to verify.
How to delete my casino account?
Request account closure via customer support, following verification procedures.
What to do if I can't log into my account?
Verify credentials, use password recovery, and contact support if problems persist.
How to check account login history?
Login history access is usually found in account settings; contact support if unavailable.
Why is document verification required?
For KYC and regulatory compliance to prevent fraud and money laundering.
What documents are needed for verification?
Valid ID (passport, driver’s license), proof of address, and payment method verification documents.
How long does document verification take?
Typically 24-72 hours, depending on workload and document clarity.
What to do if documents are rejected?
Resubmit clearer or more valid documents as guided by support instructions.
How to upload documents for verification?
Upload via secure account portal or email them as instructed by support.
Why does my account require additional verification?
Triggered by large transactions, suspicious behavior, or regulatory requirements.
Can I have multiple accounts?
Multiple accounts are prohibited under the casino’s terms of service.
How to report suspicious activity?
Contact support immediately via live chat or email with full details.
What to do if I lose access to my email?
Contact support for identity verification and update your account email.
How to change phone number in my account?
Update phone number in account settings or contact support for assistance.
Why are my account functions limited?
Due to pending verification, self-exclusion, or account reviews.
How to set deposit limits?
Use responsible gambling tools in your account dashboard or contact support.
What is self-exclusion and how to activate it?
A program to limit or block access to gambling temporarily or permanently; activate via account settings or support.
How to temporarily freeze my account?
Request a temporary freeze through support or responsible gambling options.
What to do if I suspect fraud?
Report immediately to support and follow fraud resolution protocols.
Why is my deposit not going through?
Possible issues with payment method, verification, or technical glitches; check with support.
How long does withdrawal processing take?
Withdrawals take 2-7 business days depending on method and verification.
What fees are charged for transactions?
Most casinos including Captain Spins do not charge fees but third-party fees may apply.
Why was my withdrawal request declined?
Reasons include incomplete verification, suspicious activity, or exceeding limits.
What deposit methods are available?
Visa, MasterCard, PayPal, Skrill, Neteller, Trustly, Apple Pay, and others depending on region.
What are the minimum and maximum deposit amounts?
Typically, minimum deposits start around $10 with higher maximums depending on method.
Minimum deposit amount
Approximately $10 or equivalent.
Maximum deposit amount
Varies by payment method and account status; not strictly fixed publicly.
How to cancel a withdrawal request?
Contact support quickly to request cancellation before processing begins.
Why is my withdrawal taking so long to process?
Due to verification delays, payment processor hold-ups, or security reviews.
Can I withdraw to a different card?
Generally no; withdrawals must go to the original deposit method for security.
What to do if money was debited but not credited?
Contact support with transaction details for investigation.
How to check the status of a financial transaction?
Check account transaction history or contact support.
Why are financial operations blocked?
Blocked due to verification issues, suspicious activity, or regulatory compliance.
What documents are needed for large withdrawals?
Proof of identity, address, and source of funds documentation.
Are there withdrawal limits?
Yes, weekly withdrawal limits around €5,000 are typical.
How do refunds work?
Refunds are processed to original payment methods typically after approval.
What to do with failed payments?
Contact support to review the issue and reattempt payment.
Can I change the withdrawal method?
Changes typically require contacting support before request processing.
Why is proof of funds source required?
To comply with anti-money laundering laws and verify legitimate funds.
How to get a financial transaction statement?
Request from support or download from account transaction history.
What to do if a payment is stuck?
Report to support for payment investigation and resolution.
What currencies does the casino accept?
USD, EUR, GBP, CAD, NZD.
Is there currency conversion?
Yes, currency conversion is available at market rates for unsupported currencies.
How do cryptocurrency payments work?
Captain Spins does not currently support cryptocurrency payments.
What to do with payment system errors?
Contact support immediately for troubleshooting and resolution.
Can I return an erroneous deposit?
Request refund via support if deposit was made in error.
Why won't the game load?
Check internet connection, browser compatibility, and clear cache; contact support if problem persists.
What to do when there's a game crash?
Refresh browser or app, check for updates, and report persistent issues to support.
How to report a game error?
Use live chat or email support with game name and error details.
Why did my winnings disappear after a crash?
Contact support for review; won games are logged and can be verified.
Game sound not working - what to do?
Verify device volume, browser settings, and try refreshing the game page.
Game lagging or freezing - how to fix?
Clear cache, switch browsers, check connection speed, and report if unresolved.
Why isn't my bet being counted?
Might be due to connection issues or timing; contact support for clarification.
How to check game round results?
Most games show results after round end; support can assist with disputes.
What to do if the game is not responding?
Reload the game or browser; contact support for unresolved issues.
Why are some games unavailable?
Due to regional restrictions or technical issues.
How to clear cache for better game performance?
Clear browser cache via settings or restart the app/device.
Problems with game display on mobile device?
Check browser compatibility, clear cache, or switch device.
What to do if bonus didn't activate?
Contact support promptly with bonus details for assistance.
How to check bonus wagering requirements?
Available in the promotions section or support can provide details.
Why aren't bonus points being credited?
Points may take time to process; contact support if delayed beyond expected time.
How to participate in tournaments and promotions?
Register for tournaments and meet promotion terms through your account dashboard.
What to do if promo code doesn't work?
Verify code validity and terms; contact support if problems continue.
Why is Live Casino unavailable?
Could be due to maintenance, regional restrictions, or network problems.
Problems with video streaming in live games?
Check connection speed, device compatibility, and browser settings.
How to report a technical glitch?
Use live chat or email support with detailed description.
What to do if the website won't load?
Check internet connection, browser compatibility, and try clearing cache.
Browser compatibility issues?
Use recommended browsers like Chrome, Firefox, or Safari; update to latest versions.
How to update Flash Player or other plugins?
Modern casinos use HTML5; Flash updates are generally not needed.
What to do with slow website loading?
Clear cache, disable extensions, check connection, or contact support.
How to get technical support for games?
Contact support via live chat or email for game-related assistance.