The player from Ontario had requested a withdrawal prior to submitting this complaint. Unfortunately, her winnings had not been received yet. The Complaints Team had advised the player that withdrawals could take up to 14 days to process and might be delayed due to unfinished KYC verification or a high volume of withdrawal requests. The team had extended the response time by 7 days, but unfortunately, the player did not respond. As a result, we were unable to further investigate and had to reject the complaint.
Captain Cooks Casino - Player’s withdrawal has been delayed.
Amount: Can$400
Captain Cooks Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Captain Cooks Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
In full transparency I’ve had many successful withdraws with Captain Cooks - except this last one - and the key difference imo seems to be the use of Paybilt by the casino. However CC didn’t even send my withdraw from the casino as it took 70 business hours to approve… they don’t want anyone taking their money out & find ways to delay it,
It’s annoying & I’ve had enough. I am just gonna stick with OLG moving forward - my winnings come within a day with OLG.
Besides OLG has nearly all the same games now.
Paybilt seems sketchy at best - (not BBB accredited - with bad reviews). CC shouldn’t have partnered with them. They sure take your money QUICK upon deposit into the casino.
Remember not to give undeserving businesses your money. We hold the control - not them. Many better alternatives are available anyway.
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9 months ago
Dear SkinnyMarie,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
