The player from Slovenia had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout hadn't been received yet. After he raised his concern with us, we advised him that withdrawal processes could take some time, often up to 14 days, and might be delayed due to factors such as KYC verification or a high volume of withdrawal requests. We encouraged him to be patient and cooperate fully with the casino. Following our advice, the player reported that his withdrawal was successfully transferred to his Skrill account after successful KYC verification. Therefore, we had marked this complaint as resolved.
Captain Cooks Casino - Player’s winnings haven’t been received yet.
Amount: €575
Captain Cooks Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Captain Cooks Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
12 months ago
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12 months ago
I make withdrawal request at 18 november on my Skrill account - robot chat said to me casino alredy send money it s on way that was 21 november,after that I concat riskmangemnt of casino rewadars live chat support give me e mail of that menagment because he have limited access for my account and he can't halp me ,almost two days is away and no one repsond me at my e-mails also money isnt at my casino account - sending skrill to skrill is instatly and never take so long now I waiting money almost 5-6 days and have no respond's at my e mails from casino
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12 months ago
Dear igorbohacek,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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12 months ago
Yes thank you,after successfully KYC verefication now is my withdrawal at my skrill account everthing is ok🙂
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12 months ago
Dear igorbohacek,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
