Captain Cooks Casino - Player’s account has been blocked.

Will not answer my request in over a month to help unlock my account that has a balance in the account of my own money

Dear martineverreault05,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

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

Player's additional comments:

The only thing i have been advised to do from captain cooks is to email risk management and i have emailed them 2-3 times keep going to live chat and no response i have been waiting over kne month for a reply when they said it would only take a few business days

Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?

Hi there

I can see all deposits on this account have been refunded and the accounts will remain closed.

Cheers

thanks

Thank you, martineverreault05, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Still waiting on refund

Hello martineverreault05,

Have there been any developments since our last conversation, please? 

Dear martineverreault05,

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.

no developments

Thank you very much, martineverreault05, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 martineverreault05,

This is Tomas, and from now on, I will be taking care of your complaint. I would like to invite Captain Cooks Casino's representatives to join this discussion in order to resolve the issue.

Dear Captain Cooks Casino,

Can you please specify which payment method you used for refunding the player?

Thank you.

Kind regards,

Tomas

Hi I'm OOO this week. I will respond next week once I'm back in the office. Thanks.

Dear Captain Cooks Casino,

Sure. I'm extending the timer by another 7 days. We will be awaiting your reply.

Kind regards,

Tomas

martineverreault05, please let us know if you receive the payment in the meantime.

Thank you.

Kind regards,

Tomas

i will

Hi there

The 13 transactions were voided (11)/refunded (2) back to the card that made the purchases which means they will not show as a credit to the card. The deposited amounts may just drop off of pending and the player will not be charged for them so they will not appear on the statement at all.

All of the amounts are shown as successfully voided/refunded on our end. Since they are voided/refunded, there is no payment confirmation. The player will need to contact their card issuer if they are still seeing those amounts deducted on their statement.

Cheers

Dear martineverreault05,

Can you please contact your bank and ask them about those 13 transactions? Please let me know what answer you get. Perhaps you can check them all manually to see if the status has been changed.

Thank you.

Kind regards,

Tomas

Dear martineverreault05,

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.

i will check

Sure. Please let me know about the outcome. Thank you.

Kind regards,

Tomas

Dear martineverreault05,

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.

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas