Home Complaints Captain Cooks Casino - Player’s withdrawal has been delayed.

Amount: $1,001

Captain Cooks Casino - Player’s withdrawal has been delayed.

9.1/10 Perfect reputation Submitted: 25 Mar 2020 | Case closed : 01.04.2020
Our verdict

Unjustified complaint

REJECTED

Case summary

4 days ago - 01 Apr 2020
The player from Sri Lanka has requested two withdrawals, one of them is still pending. We rejected the complaint because the casino released the player's withdrawal.
Public

I deposited $1000 on 17th March and $52 on 18th March. My withdrawal request was done on 17th March for 1001 and 19th March for $90 @ Captain Cook Casino.

 

They released only $90 and not the $1001. and keep saying they released it. 

 

Please look in to this matter.

 

Thanks you

Sheena

Public

Dear Sheena,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you confirm that you have deposited the funds into your account and the same day you requested a withdrawal? Please forward any relevant communication between you and the casino, regarding approved withdrawal, to my email address petronela.k@casino.guru. Furthermore, could you confirm that you have completed KYC verification successfully? I hope we will be able to help you to receive your winnings as soon as possible.

Best regards,

Petronela

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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

Thank you very much Sheena for providing all the necessary information. I will transfer now your complaint to my colleague Juli 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.

 

Regarding your issue with Yukon Gold Casino, please file a new complaint.

Public

Thank you Petronela:)  BTW your mail id is wrong, its bouncing back

I was forwarding you all the mail from Casino reward and neteller but its not going thru....

 

Regards, Sheena

 

Public

Hello there.

 

Sorry please accept my apology!  It was my mistake I got confused...

 

Yukon and Captain cook both payment gateway is linked with Casino Rewards.

 

I transferred the money to Yukon when I received it from Captain cook. So Yes C.Cook released my money and I used it for Yukon and I got confused since Yukon is holding my money of $1620/- I deposited on 16th March $1125  20th March $777 and 21st $151 23rd $100 &24th 121  Five different deposits. and then I decided to withdraw 1620 since I was loosing. so Please carry on with your inquiry with Yukon - Casiono rewards for this amount (1620) not with Captain cook - Casino rewards for 1001. ( I received that amount and used for Yukon) I am sorry for the confusion old age i guess... Please accept my apology . I sent them mail as well. I am copying the same FYI.

 

----- Forwarded Message -----

From: Umesh Shetty <umeshshettynz@yahoo.com>

To: riskmanagement@casinorewards.com <riskmanagement@casinorewards.com>; payments@casinorewards.com <payments@casinorewards.com>; Casino Rewards <hello@casinorewards.com>

Sent: Thursday, March 26, 2020, 11:12:45 PM GMT+5:30

Subject: Fw: Big Confusion......

 

Hello,

My appology!

Yes this money $1001 was received on the 20th to Neteller. It was my mistake, I got confused with the Yukon account and Captain cook account Please accept my appologies.

You can close this case. But not the Yukon one. When i received my winning 3125$ from yukon I transferred 1125 to captain cook and 1000 to yukon followed by 777 and 151. so it make sense. 

So money is sitting in Yukon not captain cook which you will have to release.

Thank you and once again sorry for the confusion from my side.

Regards

Sheena


 

Public

Hello Sheena,
It's okay, everything is all right, you explained the situation and everyone can make a mistake. Regarding your issue with Yukon Gold Casino, please file a new complaint.
Best regards, 
Juli

Public

Hi Juli,

 

Thank you. Everything is sorted out now. Yukon also released my withdrawal today they had some issues with my wagering etc. 

 

All sorted. Thank you once again to Casino Guru:) 

 

Regards

Sheena

Public

Dear Sheena,

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center.We will now close the complaint as 'rejected' in our system. Should you need any further help, feel free to contact us.
Best regards,
Juli