Captain Cooks Casino - Player has been accused of opening multiple accounts.

I recently won $8000 at this casino , and was talking to the live chat to double check their withdraw policy today. Once my questions were answered I said thank you and we ended the chat. I went to log back in to gamble somemore and realized they had locked me out of my account. I contacted live chat again who told me to email risk management which I did, and I recieved an email stating all of my winnings had been confiscated because their system detected multiple accounts. I do not have multiple accounts at all. The next email I recieved from them was a withdrawal request approval for$ 2500. I did not request this. Every email to them since has gone unanswered .. I am being completely ignored. I thought this was a reputable casino and I'm very confused .

Dear Dorothy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you successfully passed the KYC account verification in the past, please?

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

Hello! To the best of my knowledge no one has opened an account except for myself using my email. I did have an issue a couple years ago when my ex spouse was using an old email address and signing up for things under this email , pretending to be me, however this was years ago, it was actually casino rewards that alerted me to that. So I abandoned that email and had start all over again. However when this happened I spoke to the chat and was reassured over and over that it was documented and would not affect my gambling at their casino.. Also, I did have to play thru a bonus for these winnings which I did. I passed the Verification. successfully as well. This morning when I opened my email I have now recieved an email saying my 100 dollar withdraw has been processed. So I went from 8000 to 2500 to 100 Canadian dollars... this is not fair. I really am surprised at how scammy this casino is being.. Thank you for helping me..Edit- I wanted to also say that I have cashed out from this casino many times and have never had a problem. It seemed that the problem was started when I tried to cash out my big $8000 win..

Dear Dorothy,

Could you please advise which bonus you have used to accumulate these winnings?

It was receive 25 free spins on Book Of Rewards plus a 25% match bonus on any amount minimum deposit $20 I tried to send a screen shot of the actual email but the file was too big .

Could you please advise, Dorothy, if you have started the bonus session with Free Spins, or with bonus balance? Have you completed the required wagering?

I believe the bonus was both. It was deposit $20.00? I believe? And get a 25% match and also 25 free spins.. when I deposited my $20.00, my account was automatically credited the %25 and then when I went to the game "book of rewards", there was 25 free spins to use. It was all one bonus. It came in an email to me. I will try to include a screen shot if I can. Last time I tried it did not work. Yes I did play thru it, 100% completely. This casino will not even give u an option to withdraw if u have any kind of bonus to play thru.

Thank you very much, Dorothy, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Thank you very much, I really much hope that as well. 🙂

Hello Dorothy,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you. I would like to ask the representatives of Captain Cooks Casino to join the discussion in order to provide an explanation and to help us resolve the issue.

Captain Cooks Casino, could you please explain why you believe Dorothy opened multiple accounts? Could you explain the unexpected withdrawal request of 2500$ as well?

Hi Tomas, how are u? Thank you for assisting. 🙂 . I wanted to add in, that I never did get the 2500.00. The very next day after I received that email , I received another email stating that this casino would pay me my 100.00 deposit back as "an act of good faith" I have never deposited 100 dollars all at once, and the amount of money I did deposite in total, is way more then 100.00. I was not sure where they got this number from. Also, I've cashed out from this casino many many times, I would like to know how come it was this time they blocked my account and confiscated my winnings. Only thing I can think of was because I won a substantial amount, and this is not fair. It turned me right off of gambling online..

This player made the same complaint at The Pogg last week and was marked as unresolved as we are not able to send screenshots of internal systems to third parties.

I would be happy to send the same data that I sent to The Pogg via email.

The player can also contact risk management and ask for a list of the casino account numbers they have at the casino, however I don't expect that to happen.

Edit: Tomas I have sent the above file with explanation to you via skype.

If this player is not satisfied with the outcome they can contact eCogra or the regulator to make a formal complaint - we can send screenshots and internal system data to them and are bound by their decision. I won't be responding to duplicate complaints from the same player.

Oh you bet I will be contacting Ecogra, and also, yes I DID make a complaint to the pogg. I am unsure of your comment " I don't expect that to happen".. you don't expect what to happen?? It was casino rewards who first notified me about some duplicate account. This was quite a while back and I explained to the live chat back then that I had to abandon 2 other email addresses because of reasons related to fraud , and not just my emails either. This was at least 6 or 7 months ago, and I asked the live chat if they could find these accounts and shut them down. The live chat told me it should be fine as long as I was playing on this account. I remember specifically questioning whether or not my gambling at this casino would be effected to which I was told . "Not at all". But the more I think about it the more I think u are frauds , here's my reasons. Apparently you guys don't have a problem with people opening multiple accounts. If you really cared about that u would fix your system so that multiple accounts would be IMPOSSIBLE to make. This is a practice of many other casinos, and yet....you don't . Whatever brings money into your casino right? But when it comes time to cash out for probably many, that "multiple accounts " seems like an ace in your back pocket. A sure excuse NOT to pay out too high of an amount. THAT is some pretty shady business and most definitely is NOT fair. But these things I will be talking with whomever I need to that is above your head. One other point I must make. Is how many times you let me cash out smaller wins from your casino. So why was my account not locked then?? Could it be , because small wins are ok but too big of wins will get u blacklisted in a heartbeat. Shady ... that's what u guys are . Your shady .

Ps I'll report here if I ever do get to track down those other accounts , last time I tried to I got absolutely no where .. but your comment "I don't expect that to happen" is a pretty presumptuous comment for u to be making . I will contact risk management and attempt yet again to track down these "multiple accounts " because I did not do anything wrong, I followed your rules and look where it got me. This isn't even about the money anymore. It's about the principal, end result being your casino is shady. Doesn't matter that your score on this sight is nearly perfect . You are shady and the people who are going to potentially spend their hard earned money on your site, deserve to know exactly what they will be getting into .

Please do write to risk management and ask for a list of the accounts. Usually players who are making these complaints know they have multiple accounts which is why they never email, hence my comment.

I will be waiting for your response.

Cheers

Like I said before that's a pretty presumptuous comment for u to be making. I am me, I am not anybody else therefore it's quite disrespectful of you to automatically assume I'm no different from the rest.

I am waiting for a response from risk management

So I just received an email back from the risk management who told me if I wanted information on all of "my " accounts , that I could do so on the casino reward page under my account. This is all a very good start however, you guys have locked my account rememeber? Also, the only account they will block right now is MY captain cooks account. They will continue to leave open all the other accounts with my information .. like I said.. shady .. this is not an example of fair play. I honestly don't even know how u got any green stars and a good reputation.. so far with the way I've been treated and the things I've realized about your casino ,to date, I am appalled and shocked that u are still able to operate your shady business .... out of me and out of u , it's not me who's breaking the rules and being a crook. That would be you ..

Hi player

I can see you registered an account with Golden Tiger Casino *and last logged in* in April this year. If you log into that account and go to the Casino Rewards tab you should be able to see a list of all of the accounts that are open in your details. I have had a look and I can see them there. That account is still open. There are no issues for you to login to it.

If you do not have the username and password handy, you may ask support live chat to reset the password.

Cheers

Hello all,

thanks for the input from both parties.

The casino send us documentation detailing multiple accounts, but we asked them for further clarification about the situation altogether.

Dorothy,

could you clarify if you are talking about withdrawals from Captain Cooks or another account under the same group?

"Also, I've cashed out from this casino many many times, I would like to know how come it was this time they blocked my account and confiscated my winnings."

im pretty sure it was captain cooks. And I have to say my apologies, I did not realize I could go to golden tiger and see all of my information. I will be doing this right now.

I am curious tho about something , captain cooks and golden tiger are 2 different casinos, same platform yes and same casino rewards but 2 different names. I'm curious if me having an account with both of these casinos is what u are talking about when u say "multiple accounts"?

My other question would be , why didn't u lock every other account that u say is a duplicate account? If players are only allowed one account and ur system is not set up to catch players making multiple accounts then why is it that you know about said accounts but still don't say anything about it ... until that player wins at which point you then accuse of having multiple accounts and confiscate their winnings. I looked up some things on this website and came across casino gurus codex of fair gambling , and I'm shocked that your casino has the rating that it has .. "Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts. Specifically, 'fair and safe casinos' should:

Enforce maximum bet sizes, restricted games and other bonus conditions.

Warn players when they are about to do something against their best interests (for example taking another bonus that would void winnings from the previous one).

Check for multiple accounts at account creation (we suggest checking the combination of a new player's name and birth date in the database and displaying a warning if a match is found. More on this below)."

your casino follows none of this. It's very disheartening to know that your own live chat told me that even tho they werent gonna track and close down these accounts, because they were opened fraudulently I wouldn't have any problem gambling at your casino because it was documented in your system and everything would be ok. Now I understand why your live chat said this, and was adamant they would not be goin and closing any duplicate account I had. That woulda been less money going into your casino had they done the right thing..

No where on that golden tiger site does it say any information about any other account. I am having a hard time finding any kind of information about this ???

Dorothy you can go to the Casino Rewards tab at the top of the casino after you're logged in and you will see a list of every account number connected to you. I can see it. It is definitely there.

The multiple accounts were at captain cooks, however i can see you have multiple accounts at more than one of our casinos. You will be able to see when you go to the Casino Rewards tab.

In regards to locking accounts, I cannot comment on that as risk management is not my job. I can see that the withdrawals you made at the other casinos were relatively small, so they may not have fallen into the same criteria that they need to look at for our processing and were able to be pushed through without further look. That's my guess.

Tomas I am sending you the further information you asked for now.

Okay, I will go and look again. First of all.. Can u see the actual emails that were used when these accounts were created?? I have already mentioned a couple of times how I had to abandon 2 other email addresses because they and so much more of my information was stolen and misused. In more then just your casino. I also mentioned already a couple times how someone from your live chat told me that it was documented and would not affect my gambling on your site. Also.... I noticed u are not responding to my comments about how unfair it is that u do not allow multiple accounts except the only time u attempt to stop them is when a player wins a big amount of money. And if u can see all these accounts that are apparently mine. How come it's so darn hard for u to shut them all down??? Could it be because you might be thinking maybe someone will start spending their money on one of these accounts again? U are a shady casino . U do not deserve an almost perfect score on this website or any other. You proved my point of how shady u are with your comment .. and I am still going to spread the word how shady and sneaky your platform is. People who work hard for their money deserve to know ....

I can see that the withdrawals you made at the other casinos were relatively small, so they may not have fallen into the same criteria that they need to look at for our processing and were able to be pushed through without further look. 

so Basically what u are Saying is even tho u do not allow multiple accounts, u are willing to turn a blind eye and taking peoples money, so as long as they don't cash out too much at one time? Wow... shady ... u are honestly looking like the absolute worst online casino I've ever played at and the saddest part is I used to praise u as tho u were one of the best.... disgusting

Dorothy my comment is speculation. I am not part of the risk management team so I do not know how multiple accounts are handled at that level, I can only guess. Every casino group has criteria where they have to request further documentation for withdrawals to satisfy banking regulations, some of which are mentioned in the T&Cs. I can only guess that these other withdrawals did not reach those thresholds and so were not required for further investigation. So for that reason I cannot comment on your questions regarding multiple accounting because I don't know the answer as it is not part of my job.

I have been asked to comment on the reason your withdrawal was confiscated, and that reason is due to multiple accounts having claimed the sign up bonus, which is against the T&Cs.

Not all systems are perfect, however this is why it is the responsibility of the player to read the terms before agreeing to them.

Let me know once you have looked at the Casino Rewards tab in the casino account and can see the list of accounts.

Also, as I have been respectful please show me the same courtesy by not calling me names or I will not reply here again.

Cheers

I apologize. I was not trying to be disrespectful to u as a person. I am more directing my upset comments toward the casino itself. I think it's very unfair what has happened to me and I'm willing to bet money I'm not the only one who feels this way. First of all I did not open up multiple accounts at the same casinos , I may have opened an account at different casinos under casino rewards, but it was my understanding this was entirely acceptable. As for all the other duplicates this was not me, I absolutely did not do that, and I wish that the live chat conversations could be saved so that I could prove that I spoke with someone from live chat when I was made aware of (by casino rewards ) that I had multiple accounts and they assured me that while They would not be closing any duplicate accounts , It was documented and I was still perfectly ok to gamble at this casino. I really feel like I was tricked into a false sense of reassurance that I was good to gamble ... like I said before , used to be one of my favorite casinos. I don't feel it's fair my account got locked, and I don't feel it's fair that my 8000 Canadian dollar winnings got confiscated while this casino and some of the staff that work on the live chat don't have any consequences at all... That is not fair , and it's not good business. But I do apologize to you personally if u got the impression that I was being disrespectful toward u in any way, I was not trying to.

i cannot see these accounts but I think maybe it's because I'm looking from my phone . I will go on my computer in a few minutes and check from there .

Hello all,

After internal discussion, we believe the evidence the casino provided is sufficient to show the confiscation of funds was justified. There were multiple accounts open under the email address in the past and multiple sign-up bonuses were claimed and played, so we understand that these winnings are considered illegitimate by the casino.

Dorothy,

We came to the conclusion because ultimately it's your responsibility to use the email address you and only you have control over. In the future, If you wish to play in casinos and elsewhere, be sure you use an email address only you have access to. For what happened to you I am very sorry, but we cannot punish the casino in this case for their actions and will close the complaint as 'unjustified'.

If you don't agree with our decision regarding the complaint and wish to pursue the case further, feel free to submit a complaint to the casino's ADR service eCogra here:

https://ecogra.org/forms/adr-dispute-step-1

Please be aware that according to the casino's t&c, Player’s complaints/claims of any nature must be submitted within 6 months of the issue occurring

I am sorry I couldn't help you resolve your issue, but please contact us if you run into issues with any other online casino in the future.