Captain Cooks Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

My account with Captain Cooks Casino was closed and my winnings of approximately $8,000 were confiscated after I fully complied with all identity verification requests.

I am a New Zealand resident and deposited using a $20 Paysafecard. After winning around $5,000, I was asked to submit ID and proof of address. I provided a valid passport and a utility bill, both of which were confirmed as verified by the casino. I was later asked to submit a dated selfie with my passport, which I also provided promptly.

Despite fully complying with every request, my account was closed and I was accused — falsely — of submitting fraudulent documents and using illegal or benefit-derived funds. I denied these claims multiple times and was never given any evidence to support them.

I believe this decision was made unfairly and without justification, especially since I provided legitimate documents and followed all procedures. I am seeking a full re‑review of the case and the return of my verified winnings.

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Hello,

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

Have you submitted any other identity documents to this casino for verification, apart from your passport, selfie with your passport, and one utility bill?

Could you please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru?

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

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

Dear Indygt,

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.