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
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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]
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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