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Captain Cook - casino closed my accounr


Unresolved - Captain Cooks casino claim this player has opened multiple accounts. If true we would support the operator, but no evidence has been provided.

Read our Captain Cooks Casino Review.

Player's Complaint

I have been playing at this casino for a time now and the other day I won $8000. Today,I contacted the live chat to double chrck their withdraw terms and they told me I am withdraw 4000 every Friday until the winnings were paid. I said thank u and we ended the chat. When I logged back into my account to gamble some more,it said I was locked out... so I contacted chat agian,and was directed to email risk management which I did. I recieved one email stating multiple accounts were detected and all my winnings had been confiscated. I do not have multiple accounts . Then I recieved another email 5 min later approving my withdraw request of $2500. I did not make a withdrawal request for $2500. They have not responded to any email I have sent since . I feel like I was scammed . Please help.

Read the casino review

3 Responses

User icon
May 9, 2022

Hi ThisGirl17 - welcome to!

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.



User icon
May 10, 2022

Hi ThisGirl17,

We've discussed this matter with the operator and have reached the standard impasse with this group where they are prepared to discuss the matter, but not to provide the level of supporting evidence we would require as a standard for this type of claim.

Nevertheless, the operator has provided information that would indicate that you have in fact opened at least 17 accounts at this casino over the last 5 years, under a variety of email addresses. And this does not include a family member who shares an address with you who has opened a further 10.

If this is accurate we would unquestionably support the operator in non-payment due to breach of terms of use.

Given that we have no valid basis to determine which party is being truthful, this claim will be marked as 'Unresolved'.

All we can suggest at this is that you contact the operator's ADR eCOGRA.

Sorry we could not be of more help!


User icon
May 12, 2022

Okay. No problem. I didn't open 17 accounts , I opened one. However a while back casino rewards alerted me that someone was using my information. At that time I asked the live chat to help me figure out what exactly credentials of mine where being used and how do I go about deleting any account that was not mine. The live chat operator told me not to worry ,that it was no big deal and to just play on the account that I was playing on. Had I have known this was king to be an issue in my future I would have most definaltey been a little more aggressive in attempting to have these other accounts removed .. The thing I really cannot understand is how I was able to cash out from them many many times with no problems. Until I won the big amount of money . Then all of a sudden it's a problem. I think this casino needs to have a better security.. because if they don't allow players to make a multiple account , then they shouldn't allow players to make a multiple account ... their system should detect and alert the second it was created .. do u know what I mean? I'm still so upset thinking about what scammer this casino is., and I know they are because they sent me my "$100 deposit " back as an act of good faith. Only.. I did not even make a 100 deposit at any time and all of my deposits added up over the time I've spent on this casino equal to way more then $100 dollars. I have just one more thing to ask u ? What is the operator's ADR E COGRA? I am unsure what that is ? But u bet I'm gonna to contact them for sure.. thank u very much .

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ThisGirl17 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
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Apollo Entertainment Limited

May 9, 2022

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