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

I made a withdrawal of 4260.00, I was so happy! I was just thinking about which bills to pay, what I was going to do with the money, and when I went back to the casino to see my withdrawal it was gone! Like disappeared! So i went on the chat thing and the agent told me that I reversed the withdrawal and continued to play, which is ridiculous omg! I would never do that, I am a cheap gambler! how can they do that? How can they get away with that?

Dear georginaratt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?

Please confirm that you haven’t provided access to your account to anyone else.

Looking forward to hearing from you.

Best regards,

Petronela

Thank you, georginaratt, for your email. Could you please forward your game history too? You should be able to download it from your casino account or request it from the casino directly. Looking forward to hearing from you.

Player's additional comments:

I couldn't access my player history and the casino was no help, i tried to reply on the link you sent but wouldn't go through, frustrated at this point is an understatement! What happens now? Is there a remote possibility that I will get my money back? 

Could you please forward any relevant communication between you and the casino and screenshots of the unsuccessful attempts to reply inside the thread? I will ask our technical support to find out what happened. Thank you very much in advance.

Thank you, georginaratt, for the forwarded screenshots of your game history and relevant communication. I can see that live chat wasn't of much help as it is handled by a bot. Could you please advise if you tried contacting the casino via email to request your entire game history? Please understand that it is very difficult to analyze any gameplay from a few screenshots.

Please send an email to casino and request your game history in Excel or PDF format. Thank you in advance.

Dear georginaratt,

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.

Player's additional comments:

Hello, i never got a reply from the casino, i requested a pdf copy of my player history, what happens now?

Best Regards 

Georgina R***

Thank you very much, georginaratt, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Hello georginaratt,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Captain Cooks Casino to join the conversation.

Dear Captain Cooks Casino,

Can you please provide information on what has happened to the player's withdrawal request?

If the withdrawal was really reversed by the player and continued playing with the funds, please forward the players game log to me at  michal.k@casino.guru

Hi there!

I have been told to ask the player to send an email with the details to our internal complaints email: complaints@crhelpdesk.com

Thanks!

Dear georginaratt,

As per the Captain Cooks Casino response, please send an email to complaints@crhelpdesk.com with all the relevant details and keep me (michal.k@casino.guru) in the "cc".

Dear georginaratt,

Sorry for my late reply, I did receive the email you sent to Captain Cooks Casino.

Dear Captain Cooks Casino,

Were you able to check the player's account? Can you please forward me the full player's game log where it is visible if the player really has reversed their withdrawal requests?

Hi Michal

The player will have to complete their correspondence with the above internal complaints department before I can come back here. The player can confirm here once that has been complete.

Cheers

Thank you for the response Captain Cooks Casino.

Dear georginaratt,

Please cooperate with the casino's internal complaints department and provide all the documents that are needed so we can move with your complaint further.

Dear Captain Cooks Casino team,

The player has informed me, that she provided the requested information to your complaints department.

Were you able to check the player's account? Can you please forward me the full player's game log where it is visible if the player really has reversed their withdrawal requests?

Hi Michal

The internal complaints team at the email above will deal with the complaint. As I mentioned, I now have to wait for them to complete their inquest.

Once the player confirms they are finished, they can come here and inform me.

Dear georginaratt,

Please let me know once you received any update from Captain Cooks Casino's complaints department and if you still require any further assistance.

Dear georginaratt,

Just so you know, I'm in communication with the casino and I am awaiting more information from their complaint department to shed more light on the situation.

Hi all

I believe an email has been sent today from our team. Please check.

Thanks.

Dear Captain Cooks Casino team,

Thank you for the email and the provided evidence.

Dear Georgina,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case.

I have received all the evidence from the casino, where it is clearly visible that the session where you have requested the withdrawals and then reversed them was within the same session on 19.03.2023 and you did indeed log in via Biometric ( your finger ). This forced us to believe that it was you who instead of waiting for the withdrawal to be processed decided to reverse them and continued playing. You then lost the funds fairly and sadly there is nothing that can be done here anymore.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

We are sorry We could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Michal