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Captain Cooks - Blocked Account and Confiscated Legitimate Winnings


Found for the Casino - The player breached the maximum allowed bet rule while playing with a bonus and as such Captain Cooks are within their rights to void the bonus and winnings.

Read our Captain Cooks Casino Review.

Player's Complaint

The Captain Cooks managed by Casino Rewards confiscated my legitimate winnings and deactivated my account 48 hours upon I had requested withdrawal of my winnings that I had won legitimately. Claiming that I had breached their policy of "betting more than 25% of the original bonus provided" of which policy I was not made aware prior to receiving the bonus for which I had to make a $5 deposit. I have worked with Casino Reward before on another occasions where I have received up to $300 bonus of which I made very large bets on table games like black jack (up to $2,000 in fact) and I have earned up to $4,322.00 and withdrew it without any complications or policy breaches. I believe that due to the fact that I haven't had any major losses in the past consecutive weeks and only been profiting from "Casino Rewards" they decided to pull this stunt on me in order eliminate me from the game so I would stop profiting. This isn't fair and even trying to explain my case to the head manager of casino risk management department Sally she would still not try to redeem my case and find a fair solution. And only aside from confiscating all my winnings I've also been locked out of my account not allowing to resume my play which I don't really understand why. The original bonus was only $25 from their part for which I had to deposit $5 from my own money and after meeting most of their wagering requirements I went on playing my favorite table game black jack and won rest of the money after few ups and downs. During the 48 hour wait none of the operators (4 of them in fact) that I communicated with mentioned anything about policy breach considering that they have access to all the casino activity that risk managements department does also and they all assured me that the money should be good to withdrawn upon completion of 48 standard wait hours. I believe this scenario matches exactly with what you described on your Captain Cooks review on this very site with scenario that player is in and their money has been confiscated because they didn't take any losses and the casino wasn't profiting. I would appreciate any intervention or assistance you could provide to redeem this case and bring it to justice with the appropriate and applicable law.



Read the casino review

1 Responses

User icon
February 11, 2017

Hi danielnercessian - welcome to!

Unfortunately there isn't anything we can do to help you in this case. If you've exceeded the maximum allowed bet the operator are justified in voiding both the bonus and any winnings associated with bonus play.

At the point of sign-up you agreed to the operator's terms and conditions. Links to this document can be found in the footer of every single page on the Captain Cook's website. This document includes the following term:

"Captain Cooks Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. 'Irregular play' includes but is not limited to any one or more of the following types of play:

i) Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met; A single bet in Roulette counts as the total of all chips placed on the table when the wheel is spun."

I'm sorry we can't be of more help in this instance.


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danielnercessian consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

February 11, 2017

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