The player from Ontario had complained about a delay in the transfer of his winnings from an online casino. The player had requested the withdrawal on 11/10/23 and it had been released on 11/13/23, but he hadn't received the requisite email to select his bank for the E-transfer. He had experienced a similar issue about a year ago, which had taken 30 working days to resolve. The player had expressed dissatisfaction with the casino's customer service and the delay in receiving his winnings. However, the player later confirmed that he had received his funds. Consequently, we had marked the complaint as resolved.
Captain Cooks Casino - Player's withdrawal has been delayed.
Amount: Can$1,000
Captain Cooks Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Sent email with password but not second email with the E Transfer lid knows when I will get winnings last time this happened I had to WAIT 30 WORKING DAYS to before they reissued the winnings not so much as an apology I was really counting on the winnings to fix car now I walk that’s guy smooth
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5 months ago
Dear glecouter,
Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? Has the processing of your withdrawal been delayed? Could you please advise when exactly you requested this withdrawal?
I will be waiting for your reply patiently.
Best regards,
Kristina
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5 months ago
Won on the 11/10/23 requested same day
was released on the 11/13/23 then I got email from paybilt with password but no second email to select bank the E Transfer
this happened about a year ago and they made me wait 30 working days then request again it’s such a pain . I spend a lot of money here so now waiting for answer on official answer as to what happened
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5 months ago
captain cooks reps seem to read from a skript I really needed the winnings but captain cooks modo WHO CARES.
will do my Casino play st a safe site I use Ontario Lottery and Gamiming won 20.000.00 recieved in 2 days also won on OJO paid in 30 Minutes YES Thirty minutes so why can’t captain cooks it is sad I like the casino but can’t continually be stewed over no intrest for the delay but this casino takes my cash out of my account in seconds . Truly sad screwed over for my winnings once answered I will be lodging a Complaint with the Ontario Lottery and Online gaming as thais is discusting
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5 months ago
Do I understand correctly that you've successfully received your winnings?
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5 months ago
Alright. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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4 months ago
Dear glecouter,
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.
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4 months ago
Dear glecouter,
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
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