Captain Cooks Casino - Pelaajan kotiuttaminen viivästyy kiistanalaisen velan vuoksi.

I withdrawal $1000 and they have put a block on it stating that I owe the casino $165 for deposit that didn't go through, but that's impossible because each transaction a make to the Casino m bank sends me a code via text that I to copy into a box. If for some reason payment is declined it sands me back to the casino and shortly after I receive an email from the casino saying that they noticed I was having trouble with deposit maybe I should try a other method. In no circumstances has the Casino ever let me play without receiving proper payment. When asking the casino why haven't been told of said owing amount, they respond by saying that the casino is only maid a where once withdrawal is initiated, isn't that convenient. I then ask for an invoice, that I'm not willing to simply make a blind payment the agent Crystal simply typed the date and amount and told me to take a screenshot, that in not an invoice. I've wrote two e-mails to the casino an no response. Thats it here i am. the attachement shows the process for every deposit.

Dear princeofanarchy,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you made the deposit of $165 to this casino?

Could you kindly send me a screenshot of the transaction history in your casino profile showing this deposit?

Have you received any confirmation from your payment provider that the deposit was successfully transferred to the recipient?

Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Here is the proof that the payments went through.

furthermore, here is a step by step of what happens when I make a deposit. This makes it impossible for my bank not to proses the payment immediately

From: Casino Rewards Help Desk <support@crhelpdesk.com>

Date: Tue, Jan 7, 2025, 02:45

Subject: RE: Withdrawal

To: <email address hidden by Casino Guru>

Dear Daniel,

It has come to our attention that there was an issue with your recent deposit(s) and your casino account is now in arrears to the amount of $165.

This means that the casino credited the funds to your casino account and you have played with them. However, the funds never reached the casino's bank account or they were reversed by your financial institution. These arrears can occur for several reasons including insufficient funds or unrecognised transactions, depending on your deposit method.

In order to resolve the outstanding arrears, please deposit the outstanding amount into your account and contact us to have those funds deducted and to settle your arrears.

Please resolve these arrears as soon as possible to prevent the delay in payment of any future withdrawals. In some instances, you will be unable to continue depositing using this method until the arrears have been recovered.

Our friendly support team is available 24 hours a day, 7 days a week for all questions.

Kind regards,

Casey

Customer Loyalty Team

Casino Rewards

**************************************************************************************

This never happened they never fronted e a dime ever. If the founds ae insufficient I get directly sent back to casino and then moment after I receive an email from the casino saying thieve noticed was having trouble depositing maybe I should try a other method. And their being caught in a lie, because i asked them earlier why I wasn't informed of outstanding amount on my account, this dates from August. They responded that they are only made aware on outstanding balance upon withdrawal. How is that even possible if they fronted the amount.

So, this issue is a recuring one, I knew there most of been a reason why I keep every e-mail send by the casino and by digging a bit here is what I have found. I ended up paying last time because I was able to only provide, I proof for one transaction.

The only difference is the first time the issue was with grand Mondial casino, but either way they fall under the same family Casino rewards. So, I thought I would be good to share the info.

Casino Rewards Risk Management <RiskManagement@casinorewards.com>

Apr 28, 2023, 1:00 AM

to me

Hello Daniel,

Thank you for contacting Casino Rewards

Please find below the details of your arrears. Our records show this has been explained several times on our live chat but has not been resolved. The arrears on your account has occured due to credit card chargebacks which means you deposited using your cards, played the funds in full and then your deposits were contested with your bank. Whether this was contested because you notified your bank or your bank have done this on your behalf it means the casino was not paid for funds you have played.

Our records also show you have registered extensive accounts in our our network using multiple emails and have chargedback multiple deposits across this accounts. We have recently merged all accounts together and the details are below. We cannot release any winnings to you while you have an outstanding balance

Account NumberFirst NameLast NameCurrencyAmountTransaction Time (GMT)MethodHCCRM0653425382DanielMélançon-GaudreaultCAD10.0011/10/2022 01:40:47 PMVISA 454497xxxx4179HCCRM0653425382DanielMélançon-GaudreaultCAD20.0011/10/2022 08:20:42 AMVISA 454497xxxx4179HCCRM0653425382DanielMélançon-GaudreaultCAD28.0011/10/2022 08:10:15 AMVISA 454497xxxx4179HCCRM0653425382DanielMélançon-GaudreaultCAD28.0011/10/2022 06:52:07 AMVISA 454497xxxx4179HGMRM0645641293DanielMélançon-GaudreaultCAD20.0011/10/2022 02:28:04 AMVISA 454497xxxx4179HGMRM0645641293DanielMélançon-GaudreaultCAD10.0011/10/2022 12:05:51 AMVISA 454497xxxx4179HGMRM0645641293DanielMélançon-GaudreaultCAD20.0010/10/2022 11:56:22 PMVISA 454497xxxx4179 

If there is anything more I can do for you, please let me know.

Our Customer Loyalty team is always here for you - 24 hours a day, 7 days a week, 365 days a year.

Thank you and kind regards,

Tim

Risk Management

Casino Rewards

Don't know why they have to keep it for two days to process its been in process since the 1st but so I should have it by next Tuesday.

---------- Forwarded message ---------

From: Casino Rewards <do-not-reply@casinorewards.com>

Date: Thu, Jan 9, 2025, 04:05

Subject: Daniel, here's your Withdrawal Request

To: <email address hidden by Casino Guru>

 Daniel

Username: HCCRM0653425382

Casino: Captain Cooks Casino

PLAY NOW FORGOT

PASSWORD? Dear Daniel,

We are pleased to advise you that your recent withdrawal(s) are being processed.

AmountAccountCurrency1,000.00HCCRM0653425382CADYour withdrawal will remain in pending in your casino account for two (2) business days whilst we process it. During this time and until the time your withdrawal has been fully processed, you have the option to reverse it and continue playing using those funds. Log in to your casino account and select "Reverse Withdrawal" from the banking page.

Tap or click Play now above to reverse your withdrawal now.

If you do not reverse your withdrawal and 2 business days pass we will send you your funds on the next business day. Please be aware however that we are obligated to send some or all of your funds back to the previous cards and financial accounts that you have previously used to deposit with at the casino.

If you have any questions or concerns about this please contact a member of our friendly customer service team.

Kind Regards,

The Payments Team

Casino Rewards

Support@CRHelpDesk.com

E-mail: Support@CRHelpDesk.com

CLICK HERE TO PLAY NOW!

UNSUBSCRIBE

This is starting to be ridiculous. At 4h06 they say they will process withdrawal and it will take two days. Now this ,

---------- Forwarded message ---------

From: Casino Rewards Help Desk <support@crhelpdesk.com>

Date: Thu, Jan 9, 2025, 08:10

Subject: RE: Re: Withdrawal

To: <email address hidden by Casino Guru>

Good morning Daniel,

Happy New Year, I hope you are having a fabulous day!

 I have reviewed your account and can see you are still in arrears for the amount of $165. I have looked at your recent deposits and am unable to see that an attempt to clear these arrears has been made.

Your $1000 pending withdrawal cannot be released until the arrears have been resolved. If you like we can reverse the arrears amount from your pending withdrawal to resolve the arrears. You will then receive the remaining $835 once the block has been removed from your withdrawal. If this is something you are intrested in, please reply to this email and let us know and we would be more than happy to assist you with this :)

I want to take this opportunity to remind you of a fantastic offer that you have opted in for: Enjoy Spins on Immortal Romance II on your next 3 consecutive deposits of 20 or more during the promotional period! 1st deposit receive 20 Spins, 2nd receive 40 Spins and 3rd deposit receive 60 Spins! After each deposit, your Spins will be credited instantly to your casino account. Offer ends on 09/01/2025 23:59 GMT. Don't forget to deposit and claim this awesome offer before it expires!

I also wanted to let you know today's hot games. These are carefully selected as the games that have been paying great recently! I would suggest checking these out if you get a chance! Hopefully these games bring you some luck!

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And here's a link to your account for you convenience: https://click.iredirect.net/referral/?site=xplay&acct=HCCRM0653425382&casinoid=3931&lang=brw

If there is anything more I can do for you, please let me know.

Our Customer Loyalty team is always here for you - 24 hours a day, 7 days a week, 365 days a year.

Thank you and kind regards,

Bronte

Customer Loyalty Team

Click Here for LiveChat

Gamble Responsibly. No Minors

so, the casino claims that they advance money when a deposit doesn't go through. here is what they actually send me.

 Daniel

Username: HCCRM0653425382

Casino: Captain Cooks Casino

PLAY NOW FORGOT PASSWORD? Dear Daniel,

We've noticed that you have experienced difficulties depositing with your credit/debit card in the casino recently.

Have you:

Tried a different card?

Tried a different amount?

Checked that your card has sufficient funds?

Checked that you have entered the 3-digit CVC/CVV correctly?

If despite the above you are still experiencing issues, why not try one of our many Alternate Banking Solutions recommended for your region.

 With our extensive international coverage of deposit methods available, there is most certainly an option that will work for you!

If you need more information on any of the above, contact our 24/7 Support Centre at any time, or for immediate assistance contact us via Live Chat.

Kind Regards,

The Banking Team

Casino Rewards

Support@CRHelpDesk.com

E-mail: Support@CRHelpDesk.com

UNSUBSCRIBE

Gamble Responsibly. 19+ No Minors.

Thank you for sharing the transcripts of your emails.

To better assist you, could you please confirm if you have ever requested chargebacks for the deposits made to the casino?

Additionally, could you kindly forward me the bank statements for the card ending in 4317, covering the period from August 2024 up until today? My email address is veronika.f@casino.guru.

Looking forward to your response.

I did but never with a casino, that the reason my bank sands me a text with a code I have to enter for each transaction. As for the visa statement ill have to order it from visa I only have access to the last 3 month

Have you requested chargebacks of your deposits to any other casinos besides Captain Cooks? Could you clarify the reasons for these chargebacks?

Please note that casinos often view chargebacks as a serious matter. If a casino discovers that you have made chargebacks in the past, it may result in your account being flagged for review or classified as high-risk. This could lead to additional scrutiny, delayed withdrawals, or even account closure.

Thank you for your understanding, and I look forward to your response.

Dear princeofnarchy,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.