Complaint #24 Captain Cooks Casino

'Do not contact' request being ignored

By Billartem

8 years ago

Message on forum

Hello- over the past year I have chosen to no longer deal with captain cook casino. I requested my information be purged and I no longer be contacted by the casino with offers or deals. I was informed my information must be kept on file however it would not be used. I made a simple request to no longer be contacted or solicited by the site.

Despite 4 different attempts where I voiced my concerns and requested they stop sending me mail - I continue to get offers sent to me. I have confirmations from thier support team stating that my request has been noted multiple times and I have be removed to never be contacted again by anyone-- sure enough within 90 days I get another piece of mail with casino offer.

This is predatory and intended to attempt to lure people back into gambling on thier site. I have a long email string that I can produce to show my repeated requests to no longer be contacted in any form as I do not consent.

I am at a loss for what to do- every attempt has been met with a response that it's been taken care of but nothing has changed and I continue to be targeted with what I feel is now a predatory attempt to get me to gamble on thier site.

Disputed Casino Captain Cooks Casino

Reason Other

Discussion

AskGamblers

• Support Team

8 years ago

Dear @Billartem,

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.

Captain Cooks Casino

• Representative

8 years ago

Will send you an email now.

Cheers

Billartem

• Canada

8 years ago

Please email me your contact information should this solution not work.

Thank you

Captain Cooks Casino

• Representative

8 years ago

Thanks for confirming it is snail mail and not email.

I've followed up with the person responsible for these and asked that you are added to a suppression list.
Snail mail lists are put together a couple of months before the mail is actually sent out, so it's possible that you were already on a list of a current mailout when you unsubscribed.

If you do receive anything further please contact me directly and I will see where the problem lies.

Thanks for your patience. I assume this can now be closed.
Cheers

Captain Cooks Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $417

Avg. Complaint Duration 7 days

Avg. Response Time 14 hours

Captain Cooks Casino Complaints

See all complaints for this casino

Withdrawal problem and no solution

I am writing to formally lodge a complaint regarding my withdrawal request, which has now been pending for over a week. Despite my repeated attempts to follow up, I have not received my funds, nor have I been given a clear explanation for the delay.

Additionally, the response times have been extremely slow — taking nearly a week just to reply to a single email. This level of service is unacceptable and has left me frustrated and dissatisfied.

I expect my full withdrawal to be processed immediately and without any further complications. Please confirm when my funds will be released, as the continued delay is both inconvenient and concerning.

I trust that you will treat this matter with urgency.

Resolved

$1,200

They won't let me withdraw my own money!

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 >

Resolved

$50