Captain Cooks – 4 month to get my winnings

Ruling

Found for the Casino - While we understand the player's frustration, the payment schedule is in line with the terms and conditions they agreed to.

Read our Captain Cooks Casino Review.

Player's Complaint

I won a total of 60k at captain cook i made many deposits no questions asked they asked for ID when won i sent in all fine then they tell me that i will get paid out at £4000 a week for 15 week. I do not agree with this as they had my deposits and i should get my winnings. I have emailed in and been on chat no help they stick to the rule is there anything i can do

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3 Responses

ThePOGG

Dec 06, 2017

Hi philipyates78 - welcome to ThePOGG.com!

Unfortunately it's unlikely that we can do anything to help you in this circumstance. The Captain Cooks casino terms and conditions contain the following term:

"Players who win a sum that is 5 times or more greater than their total purchases across all Casino Rewards partner casinos will only be able to withdraw their winnings at a sum of £4000 a week. All progressive wins/payouts are exempt from this clause."

You have agreed to the above term when you played with Captain Cooks. As such if you've won more than 5x your deposits across this group of casinos and your wins were not the result of a progressive jackpot you have agreed to be paid out at a rate of £4k/week.

Let us know if that's not the case.

Thanks,

ThePOGG

philipyates78

Dec 09, 2017

I was not sent any terms and conditions so it is a valid complaint i like to add to the complaint its going to take longer to get my winnings 19 weeks in total as they only release on a Monday and they will not work Christmas day or news years day and will not do it any other day

ThePOGG

Dec 11, 2017

Hi philipyates78,

This is part of the general terms and conditions that you acknowledge and agreed to at the point of registration with the operator.

It is not promotional specific and to my understanding would not be required to be either emailed to you nor given prominence in advertisements.

If you want to contest the validity of the term you would need to take your complaint to the Advertising Standards Agency, but even were they to uphold your claim I would expect it to take longer than it will to receive your funds via the agreed payment schedule.

Thanks,

ThePOGG