Captain Cooks Casino - Гравець досі не отримав свій виграш

Dear Sir or Madam

The casino would like my documents for a payout which unfortunately I cannot upload via their website

Every time I upload my documents, an ID card and a registration address, I can't get any further, it says failed every time

I sent them an email with my documents this morning, but there was no response

Sehr geehrte Damen und Herren

Das Casino möchte meine Dokumente für eine Auszahlung haben die ich leider nicht über ihre Internetseite hochladen kann

Jedesmal wenn ich meine Dokumente ein Ausweis und eine meldeadresse hochlade komm ich nicht weiter es steht jedesmal fehlgeschlagen

Ich hab denen heute morgen eine e Mail mit meinen Dokumenten geschickt trotzdessen kam keine Reaktion

Dear alisaleh209,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear alisaleh209,

Have you received your withdrawal from the casino yet?

Dear alisaleh209,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.