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Captain Cook’s – Gambling customer Service

Ruling

Found for the Casino - The Casino Rewards group appear to have conducted appropriate checks on the player at the correct points on their journey.

Read our Captain Cooks Casino Review.

Player's Complaint

I raised complaint on resolver site October 2018, no reply received from Casino, sent copy via my email address to casino rewards site, they closed my accounts and have not dealt with my complaint. I had several accounts with them

[EDIT] Captain Cooks Casino

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possibly more.

This was my complaint:

What happened:

I have been a member of casino rewards for years having numerous accounts with you at different casinos. I developed a gambling addiction, think it should have been identified by yourselves and probably help me to realise this earlier. Think when I was depositing large sums over the years was not approached for intervention that would have saved some of my money and not made me go into financial ruin. I remember having a personal advisor at some time and he did contact me when I made large withdrawals that were reversed as I could not stop gambling and wanted to hit that life changing win that didn't happen. Think I did make some complaint about disappointing plays.

I have lost my home through gambling, and in multiple debt for years resulting in court action, still in extreme debt as I gambled so much and lost considerable amounts trying to recover the funds lost through play but no games seems to be lucky for me.

What I want: I now know I was suffering depression and used online casinos as an escape from my miserable life but it ended up making things worse for me as just another thing I was no good at.

I would like you to look back over the years of my deposits and losses including play. Could you have identified and helped me with this problem, do you think there was a duty of care for me as a player?

Is there any way I can recover from you at least some of the funds lost at casino rewards casinos

No one has contacted me the email was also sent to [email protected]

I would appreciate any assistance you can offer.

Regards

[EDIT]

Read the casino review

3 Responses

ThePOGG
Apr 15, 2019

Hi pitch13 - welcome to ThePOGG.com!

Unfortunately it's highly unlikely that we will be able to do anything for you. You starting from a position where you are not asserting (based on supporting evidence) that there has been any clear breach here, but rather are asking whether there may have been. This approach to a case always makes for a far more challenging argument to make.

Alongside this, the group you are complaining about is only partially cooperative with complaints, being willing to tell us about their justifications for their position but refusing to provide any supporting evidence. That being the case it's not likely that they are going to provide your transaction/communication logs for us to review.

I will try to contact the operator on your behalf but a successful mediation is unlikely.

Thanks,

ThePOGG

ThePOGG
Apr 19, 2019

Hi pitch13,

I've discussed this issue with Captain Cook's Casino. They inform us that in February 2017 due to your high level of activity you were asked to demonstrate that you could afford to play at the level you were playing at (a 'Source of Wealth' check) at which time you informed the operator that the money has come from the sale of your house and provided documentation to show the sale that had occurred.

You then self excluded in October 2018. The day after you submitted your complaint and received the following response:

"Hi [EDIT],

Thank you for your patience while we have looked into your complaint.

Based on your correspondence below, your accounts were immediately locked. We have also applied a self-exclusion from the casino for the maximum available period of 5 years.

We highly recommend that you contact ALL other gaming operators where you may hold an account to request that the same exclusion be applied there too.

We would also recommend that you register with GAMSTOP. GAMSTOP is a free service which allows you to self-exclude from all online gambling companies licenced in Great Britain. To find out more and to sign up with GAMSTOP please visit http://www.gamstop.co.uk

Should you require further professional counselling and assistance we also recommend visiting GambleAware. You can find more information about their services by visiting: http://www.gambleaware.co.uk/

Your correspondence via resolver below was the first time on your account in which you communicated a problem with your gambling to us. Our agents are trained to identify and action potential responsible gambling issues and this is a process which we are constantly working on improving.

In the absence of a signal from yourself that your gambling was causing you harm there was unfortunately no intervention made by ourselves with regard to your gameplay.

We are sorry to hear of your situation, however we are not able to reimburse you for funds which you have already used to gamble.

I remain at your disposal if you have any further questions with regard to your account.

Kind regards, "

Now the actions described above would be appropriate and reasonable steps at the time they were taken. Unless there has been some other reason between Feb '17 and Oct '18 you think your play should have triggered flags and additional checks there's not much more we can do here.

Thanks,

ThePOGG

Pitch13
Apr 23, 2019

Thank you for acting on my behalf. I have read the response from casino rewards, was with them for many years racking up debts that resulted in me selling my home to pay debts. I foolishly continued playing and loosing at these sites, chasing after losses. Well its a disease I brought on myself. I dont remember self excluding myself, they cancelled my accounts when I complained. Thats besides the point now, hopefully I can recover from this.
Thanks for your time.

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Agreement

pitch13 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:

  • Captain Cooks
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Apollo Entertainment Limited

April 11, 2019