Captain Cooks Casino - Casino website seems to be blocked.

They didn't send me a prize and I can't log in to the app

Dear Patrik,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when was the last time when you succeeded in accessing your casino account? Was your account successfully verified in the past? Have you tried any other devices to access your account?

Additionally, please forward any relevant screenshots and try to clear cache & cookies. My email address is petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

And I played now this weekend what was, so I had the 1000 euros transferred to my personal account and she wrote to me from the funds will be kept for 48 hours and the next working day I will be credited to my account but unfortunately I received only 20 euros today, which I deposited into the game

I don't know if I'll get back the money I won.

Hello Patrik,

Could you please send me screenshots of your winnings and selection? Thank you in advance.

the only thing I managed to save others unfortunately I have nothing but I also have proof in my account that they sent me back 20 euros, which I put into the game and sent it to me via CRewards

Please understand that without proof that you have recorded the mentioned prize, it will be impossible to confront the casino.

Well, I have no other evidence, unfortunately, they stop knowing how to lure people, and when you win something, they block your account for a bunch of jerks

In that account where I have a balance of 0.6 percent, I had those crowns recorded there

I put the crowns in there and look like this if I lost the deposit so why would they send me back the mentioned 20 euros back unfortunately I have no other evidence, you understand over the weekend I played cool normally I got into the game without any problems and as suddenly a workday came Monday, I couldn't get into the game anymore.

And I played games twice for 10 euros

Thank you very much, Patrik, for your reply. I will now transfer your complaint to my colleague Andrej 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 Patrik,

I don't like to hear about your unpleasant experience with Captain Cooks Casino. I will contact the casino representatives and try to find out what the problem is.

I would like to ask Captain Cooks Casino to clarify the situation regarding Patrick's complaint. Any relevant evidence can be sent to my email address andrej.p@casino.guru .

We would like to ask Captain Cooks 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’.

Hi and thanks for your patience while I've looked into this complaint.

The player was sent the following email from risk management on 20/09:

Hello ,

Our systems have detected that multiple Casino accounts have been created using your PC, email address or personal details. The Casinos terms and conditions do not permit more than one real account per household, personal computer or e-mail address. This is necessary in order to reduce the casino's exposure to online losses. As such, the winnings have been voided and confiscated.

Kind regards,

Annabelle

Risk Management

Casino Rewards 

The player's withdrawal was confiscated due to having duplicate accounts and their deposit was refunded. I can see that the player has multiple duplicate accounts at Captain Cooks Casino. If the player would like more information on those accounts, they may reply to risk management and request the details of the accounts.

Cheers

Thank you, Annabelle, for the reply.

Dear Patrik,

Could you please comment on the casino representative’s statements? Are you aware, to the best of your knowledge of any other gaming accounts that have been registered from your IP/device/household or using the same e-mail address?

Dear Patrik,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Malnsom have several accounts in CCC but I always had a different login details and password so I had an e-mail address on each tunist and there was always a different password and login name

and when I started playing the game so why my account was not blocked right away but first they waited until I put money into the account and I recorded the win there which I then wanted to transfer to my account or unfortunately for a while my account was blocked

Thank you, Patrik, for your reply. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as ‘unjustified’.

The casino representative was referring to rule iv. from Section 5 of the casino’s Terms and Conditions:

"iv. Players may only open and operate a single account. Where a Player is identified with more than one account we reserve the right to suspend these accounts and winnings associated with multiple accounts may be confiscated. The Player must also not have used sign up bonuses multiple times."

Please note that creating multiple accounts is considered a serious violation of the T&C in most online casinos. You can read more about our position in situations like this in our Fair gambling codex for players.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Dear all,

As explained earlier, we will now close this complaint as ‘rejected’.