Captain Cooks Casino - プレイヤーのアカウント閉鎖は、未解決の問題につながる。

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm whether you specifically requested a self-exclusion from Captain Cooks Casino? 

Do you currently still have access to your account?

Could you please forward your original self-exclusion request to my email? You can reach me at attila.g@casino.guru.

I look forward to your reply. 

Best regards, 

Attila

Dear Nigel2003,

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.

Yes I specifically requested self exclusion from captain cooks casino and they still allowed me to create multiple accounts. I no longer have access to my account in which I lost the the 7900 but I still have the details.

Thank you for your response. Could you please forward your original self-exclusion request to my email? You can reach me at attila.g@casino.guru.

I look forward to your reply. 

I no longer have the screenshots of self exclusion. I previously had a screenshot of a captain cooks casino agent admitting I had self excluded multiple previous accounts. I requested all live chat logs by email but to no avail as they did not sent the chat history.

Thank you for your patience.

I apologize, but we may only confront the casino with sufficient evidence that they were supposed to protect you in the first place. Based on the information you've shared, it appears that the casino closed your account after a live chat conversation where you acknowledged experiencing gambling-related difficulties. Regarding your activity prior to the account closure, there is no evidence that you informed the casino of your gambling issues, which we may use as a basis to ask for a refund.

Since the account is now closed, and due to the lack of verifiable evidence demonstrating a failure of the casino’s responsible gaming obligations, we are forced to reject this complaint.

I am sorry we could not be of more help on this occasion. Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Additionally, if you possess any verifiable evidence related to the disclosure of gambling issues that the casino did not acknowledge, we kindly encourage you to reach out to us.

Best regards,

Attila

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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