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Captain Cooks Casino - They won't let me withdraw my own money!

Complaint Info
Disputed casino Captain Cooks Casino
Reason Refund declined
Amount $ 50
Posted on November 13, 2018

I'm filing this complaint regarding a matter in which I'm being refused access to funds I directly deposited from my credit card. The details are such: On Friday November 2nd (Might have been Thursday November 1st) I deposited roughly $80 into my Captain Cook's account via my credit card. I played a little bit, lost about $20-$30 and then decided to withdraw the $50 I had left. I chose an E-Check withdrawal method and read the terms. It said payment would take up to 2 to 3 business days to process. so I waited, Tuesday November 6th and it still hadn't been deposited in my Bank account. I asked about it on their livechat and they told me that 2 to 3 business days was the time it took for the e-check method to be processed on that end and that it would still need to be sent and processed through the bank which could take another 2 to 3 business days. So I waited, Thursday November 8th the money was still not deposit it into my account! I asked about it on their chat and they told me that I had to wager all of my bonuses in order to withdraw my funds. However I don't have any bonuses on my account! All of the funds that were in my capitan cooks account was directly deposited from my credit card. That money is mine I didnt win it or attach it to any bonus. The only method of contacting them is through a live chat. I've repeatedly tried to solve the issue with them using the resource they provide but when I explain my circumstance they just copy and paste the same message saying I they wont release it until I've played all my bonuses. But I dont have any bonuses!! I don't know what to do, all I want is my money back and then I want to have nothing to do with them again. Some direction would be very helpful and greatly appreciated! Thank you for reading and I look forward to your reply. < personal details removed >

Posted on November 14, 2018


 I've looked through your account and do not see any correspondence regarding bonus play/wagering of bonuses before your withdrawal can be requested. There was no bonus on your account so perhaps there is some confusion here.

 Your withdrawal request was refunded back to your account on 9th November as you entered incorrect/invalid echeck details. An email was sent to you on the same day explaining this. You have since initiated another withdrawal to the same details, so it will again be refunded back to your account once they try to process the transaction.

 Your options are to either reverse the withdrawal and update the details yourself, then request withdrawal again, OR send a void check to our payments team at paymen­[email protected]­cas­ino­rew­ard­ and they will update the details for you. The second option would be faster.

 I'd recommend doing this ASAP to avoid further delays with your withdrawal.


Posted on November 17, 2018

Dear @Stevenhansen000,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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