Captain Cooks Casino - El jugador expresa su preocupación por la falta de intervención.

I am submitting a formal complaint regarding my account and the handling of my gambling activity on Casino Rewards.

Over a period of time, I have deposited and lost more than €100,000 on the platform. During this period, I did not receive any meaningful responsible gambling intervention, effective warning, or account restriction that would have helped prevent continued high-level losses.

I believe that there was a lack of adequate responsible gambling monitoring and intervention, despite clear signs of high-risk play and repeated deposits.

In addition, I have contacted customer support multiple times regarding this issue, but I have not received any response or assistance.

What I have already done:

Contacted customer support via email multiple times (no response received)

Attempted to resolve the issue directly with the casino.

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Stay safe.

Dear NestyKingxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Please note that responsible gambling tools and interventions are important parts of every licensed casino’s policy. However, if losses were accumulated during regular gameplay without any prior self-exclusion request or clear notification about a gambling addiction problem, we are generally unable to ask the casino to refund funds that were voluntarily lost during gameplay, as gambling remains the player’s personal responsibility.

That being said, you mentioned that you contacted the casino regarding your gambling problem and attempted to resolve the issue directly with them. Therefore, we would like to investigate this matter further.

• Could you please forward any relevant communication between you and the casino, especially any requests for self-exclusion or account closure where you clearly stated that you wished to close your account due to gambling addiction or gambling-related problems? Please send the evidence directly to this thread or to my email address at petra.h@casino.guru.

If you are able to provide clear evidence that the casino was informed about your gambling problem and failed to act accordingly, we will continue our investigation.

Thank you very much in advance for your cooperation.

Best regards,

Petra

Dear NestyKing,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru