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

I withdraw 600$ from the casino and I am still waiting for my withdraw every time I ask their always the same answer it will be their in a few days I need help to solve this problem

Dear Suzie,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

When exactly have you requested the withdrawal? Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?

Thank you for your understanding.

Best regards,

Kristina

I have tried to withdraw my money and I have been very patient the casino captain cook know I won 600 dollars and every time I ask were is my money the answer is always the same it’s on is way but nothing I am so confused

Thanks for your reply, Suzie. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear Suzie,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Ok what do you need from me so I can get my money

What is a KYC ???? Not sure what you need so far my experience has been awful 😣 with this casino

Suzie, KYC (Know Your Customer) verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Players have to send documents to verify their identity (usually casinos require ID and some kind of proof of address like a utility bill, etc.).

Is there any communication between you and the casino that you could forward me? If yes, would you be so kind and send it to kristina.s@casino.guru?

Suzie, please understand I don't work for Captain Cooks Casino, but for Casino.guru, which operates as an independent service. We don't have access to your account or any details other than those you personally provide us, and we cannot send you any money.

So far you still haven't answered any of my questions, nor provided any required evidence of communication. If you wish to proceed with this complaint, please answer these questions:

1. When exactly have you requested the withdrawal?
2. Would you be so kind and confirm you passed the KYC verification (explained in my previous message)?
3. Have you ever made a successful withdrawal before?
4. Have you talked about the issue with the casino directly? Please forward any communication between you and the casino.

All requested information is essential, and if you fail to provide answers, unfortunately, I will be forced to close this complaint. Thank you for understanding.

Dear Suzie,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

You know what I give up casino on line are a bunch of crap they lies to the players on the Facebook I will tell that casino on line are a bunch of crooks I have tried to get my winning but fail

Suzie, we tried to help you, but even after multiple attempts, you haven't answered any of our questions. Unfortunately, without your cooperation, we’re not able to proceed with a further investigation or suggest possible solutions and we are forced to close this complaint.

We can reopen the complaint, however, all of the questions above have to be answered first.