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

Dear gmerasty576,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, 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

Hi there

This player's withdrawal was confiscated due to duplicate accounts. Their deposit was refunded.

I can see the player made a successful withdrawal on the original account back in March this year so it is a recent duplicate.

Player was sent an email from risk management on 03/09:

Hello ,

Our systems have detected that multiple Casino accounts have been created using your PC, email address or personal details.

 The Casinos terms and conditions do not permit more than one real account per household, personal computer or e-mail address. This is necessary in order to reduce the casino's exposure to online losses.

 As such, the winnings have been voided and confiscated. As a sign of good faith, your deposit will be refunded.

 Kind regards,

 Annabelle

Risk Management

Casino Rewards

Thank you very much, Captain Cooks Casino team, for the clarification and prompt assistance.

Dear gmerasty576,

If you are aware of creating multiple accounts, I'm afraid, we won't be able to help you.

Dear gmerasty576,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.