Captain Cooks Casino - Player is struggling to complete the account verification.

I WON 60 000 ON MY CAPTAIN COOKS ACCOUNT, THEY ARE SAYING THAT I NEED MORE INFORMATION AND ARE DENYING ME ACCESS TO MY ACCOUNT AND THE CORRECT INFORMATION THAT IS NEEDED

Dear Lloydtulk79,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you have requested a withdrawal and apply for account verification?

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

i have been dealing with this since april 24th and this is not may 8th. I have sent them all the information they have requested but they still saying that i have not sent all the information they asked for. When i asked them to elaborate on exactly what i needed they blocked me out of my account.

So now i have 60000 dollars in my account which i cannot withdrawl and i cannot play. It seems to me that they are prolonging giving me money

Thank you very much, Lloydtulk79, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Lloydtulk79 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Captain Cooks Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help the player get their winnings.

Thank you!

OK THANKS

Dear Lloydtulk79, I was in contact with a casino representative whom told me that they got your emails but are currently experiencing higher traffic therefore they will get to you sometime next week. Please keep me informed about any further developments. Thank you in advance!

ok thanks

Dear Lloydtulk79,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Player was paid on 18th May.

Player was also told it is against T&Cs to use payment methods that do not belong to them regardless of whether they know the owner and advised not to do it again in the future or risk having funds confiscated and account closed.

Cheers

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.