Captain Cooks Casino - Pelaajan VIP-pisteet on tilapäisesti keskeytetty.

Will Captain Cooks Casino or Luxury Casino arbitrarily withhold any future winnings using any excuse they want, without ever explaining why?

Every time I attempt to use my accumulated VIP points I get a big red message:

"We regret to inform you that the redemption of your Casino Rewards VIP points has been temporarily suspended. This is a precautionary measure the casino has taken to ensure it is not subject to promotional abuse. You will continue to earn VIP points to your Casino Rewards account for your game play as well as for any deposit offers you participate in. To exchange your points for casino chips simply deposit and play at any of your Casino Rewards member casinos. Your points should be available to you soon."

MY SUBSEQUENT CHAT SESSION QUESTION:

"I need to know EXACTLY what I did wrong to initiate the suspension on my VIP points. Freezing my points without a factual explanation is not acceptable. WHY did you freeze the VIP points??"

ANSWER BY Dmitry

"I will be happy to assist. Let me look into that for you.

I have checked your Casino Rewards account and I can see that a temporary suspension has been implemented.

This break only affects your entitlement to redeem the VIP points in your Casino Accounts and the great news is that you will still be able to earn VIP points while wagering at the casino.

You will also still accumulate VIP points by participating in our promotions. This suspension is based on a number of contributing factors, including your entire history within the Casino Rewards network.

The VIP points will be there waiting for you as soon as point redemption has been reactivated for your account. All you need to do is continue to demonstrate your intention to play, deposit and place bets at the casino with your funds until you are able to redeem points again. Have I answered all your questions for today?

No

Dmitry

"The length of the suspension depends on your future game sessions and purchases within the Casino Rewards network.

I can guarantee you that it will be reversed as soon as your intentions have met the specific criteria which triggered the suspension.

The very good news for you is that while you play with your funds only you will be able to withdraw your winnings any time you like.

Thank you for chatting, have a nice day and enjoy the casino."

PART OF EMAIL TO CASINO REWARDS GROUP:

1) I need to know EXACTLY why my VIP loyalty points have been suspended. Exactly what specific action, or specific 'possible abuse' on my part caused you to suspend my VIP loyalty points 

2) What can be done to prevent this situation from happening in the future.

3) How is this situation going to affect my ability to actually receive any future winnings at your casinos

CASINO REWARDS RESPONSE TO MY EMAIL REQUEST FOR CLARIFICATION:

"Hello,

I hope you are having a wonderful day so far! Thank you for contacting Casino Rewards customer support.

I have checked your Casino Rewards account and I can see that a temporary suspension has been implemented. This break only affects your entitlement to redeem the VIP points in your Casino Accounts and the great news is that you will still be able to earn VIP points while wagering at the casino. You will also still accumulate VIP points by participating in our promotions. This suspension is based on a number of contributing factors, including your entire history within the Casino Rewards network. The VIP points will be there waiting for you as soon as point redemption has been reactivated for your account. All you need to do is continue to demonstrate your intention to play, deposit and place bets at the casino with your funds until you are able to redeem points again.

The length of the suspension depends on your future game sessions and purchases within the Casino Rewards network. I can guarantee you that it will be reversed as soon as your intentions have met the specific criteria which triggered the suspension. The very good news for you is that while you play with your funds only you will be able to withdraw your winnings any time you like.

The temporary suspension of certain Casino Rewards promotions and the redemption of your VIP points is based on a number of contributing factors. This includes, and is not limited to:

- Your game play history

- Your bonus history

- Your deposit history

- Your withdrawal history

In the meantime,

I would love to remind you of the Wonderful Promotions available in your account right now.

If you do wish to use the above offer, I would recommend taking your chances on one of our HOTTEST Games. Any of these games could be your next spin to being our next Big Winner!

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,

Regan

VIP Loyalty Team

Casino Rewards"

=======================================================

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Captain Cooks Casino.

If you encountered issues in other online casinos, kindly file a complaint for each one. In our system, only one casino can be confronted per complaint.

Please allow me to ask you a few questions so I can better understand the situation.

• Would you be able to describe your activity as per the casino's determining factors you listed in your post?
• Could you please specify the amounts withheld by the casino, supported by evidence?
• Could you please share with me the emails you exchanged with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that both casinos Captain Cooks Casino & Luxury Casino are two casinos of a group of casinos operating under the same loyalty management group - CASINO REWARDS GROUP - so you can play at any of the group's multiple casinos and you are linked to the same loyalty program. So in effect, my complaint is with CASINO REWARDS GROUP and not with the individual casino within that group. My chat and emails are with CASINO REWARDS GROUP.

1) No, I have no idea what activity caused them to initiate this 'suspension' and they will not tell me. It seems so arbitrary and makes me wonder if they will use any similar tactic to refuse potential future winnings.

2) This is copied from my Captain Cooks Casino account page:

VIP Points

Ready to Redeem?

33455 VIP Points

CA$334.55 in Casino credits

* 1000 VIP Points = CA$10.00

The credits will be available in your account in less than 5 minutes.

Redeem

Cancel

3) Chat & email sent to your email address.

Thanks for your reply.

I apologize, but I haven't received any information or communication from you via email.

Try sending the information from the email address registered on casino.guru to my email at tomas@casino.guru

Looking forward to your reply.

Do you have the required information to proceed?

Thanks for your reply.

I received your email in my inbox.

Could you please describe in your own words your activity in the casino one month leading to the moment the casino froze your VIP points redemption priviledges:

- Your bonus history -How many bonuses have you redeemed?

- Your deposit history -How much have you deposited?

- Your withdrawal history - how much have you withdrawn?

Looking forward to your reply.

All I am requesting of Casino Rewards Group is to provide an explanation of what specific event caused the casino to freeze my VIP points so that it can be avoided in the future. My actual deposits and withdrawals should not be a factor if the casino is operating using true random outcomes for client's wagers on their site. All winnings and losses should be absolutely random and not associated with bonuses.

To answer your inquiry, in the previous month to the VIP points freeze the total deposits (including recycling winnings) was about C$5.K and the total withdrawals was about double that amount - it was an exceptionally lucky month for me, but since this is covering a month where there were many many deposits and withdrawals, there was much recycling of funds. Is it possible that Captain Cooks Casino actually intervenes and restricts clients from winning too much when a lucky streak occurs?

As regards the BONUSES, these were offered in many ways including automatic daily bonus, bonuses based on overall deposits, bonuses based on play amounts, and bonuses to match many individual deposits. It is impossible for a player to account for all the bonuses received during any month, and it seems to me that the casino should be responsible for managing the various bonuses they offer in order to avoid - in advance - any issues such as the one I am facing. It is impossible for a player to keep track of all the different bonuses offered by the casino - they need to manage their bonus program to avoid problems before they occur.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello EvenOdds,

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

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

Dear Captain Cooks Casino,

I understand that VIP points or loyalty points serve as rewards for your players and that certain criteria must be met to earn and redeem them. However, it does not seem fair to restrict a player's ability to redeem these points without providing a clear explanation for this decision and outlining what actions the player needs to take to have this reinstated. This lack of transparency falls short of the standards expected from a reputable casino by both your players and us as well.

I kindly request a comprehensive explanation regarding the reasons behind this decision and what steps the player should follow to regain access to their VIP points.

Should there be any factors affecting the situation that cannot be disclosed publicly, please do not hesitate to share them directly with me at michal.k@casino.guru

Wow, it seems that I will never actually know the specific cause of the VIP points freeze. The best option for me seems to be in the future to refrain from using any of the so called 'bonus' or 'matching' offers made by Casino Rewards.

It is sad that Casino Rewards offers these incentives to encourage clients to play more, but then restricts the offered incentives if they are fully used by a player - and to add insult to injury, the player is expected to self-monitor the extremely complex use of the multitude of incentives offered, and ensure that vague and unknown rules are adhered to.

Thank you for your help on this matter, it is appreciated.

Dear Captain Cooks Casino,

Thank you for your response.

Dear EvenOdds,

I understand that the response from the casino team might not have been what you were hoping for, and I completely get how that can feel disappointing. I do hope, though, that their explanation helps make things a bit clearer.

Is there anything else you need assistance with, or can I consider this case addressed?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear EvenOdds,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru