Captain Cooks Casino - Hráčův vklad nebyl nikdy připsán na její kasino účet.

From 15 to 16 October I deposited 5 times 500 and once 300 euros with skrill. Once 500 euros were not credited. 7mail sent with bank statement, no response. Please help. Thanks

Vom 15 auf 16 Oktober habe ich 5 mal 500 und einmal 300 Euro einbezahlt mit skrill. Einmal 500 euro wurden nicht gutgeschrieben. 7mail mit Kontoauszug geschickt, gibt keine Reaktion. Bitte um Hilfe. Danke

Dear lillychrh,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

I have received five payment receipts from you. Could you please specify which one shows the misplaced deposit?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Hi

I can no longer understand which deposit was not credited. There is no time on the receipts.

I am extremely disappointed with the casino, as the same thing has happened twice before, the casino took care of it and credited the money a few days later. Now the casino has written back to me that they can only open 4 screens. Sent several times again, no more answer.

Hallo

Ich kann nicht mehr nachvollziehen welche Einzahlung nicht gutgeschrieben wurde. Es steht keine Uhrzeit auf den belegen.

Ich bin extrem vom casino enttäuscht, da es schon zweimal genauso vorgekommen ist, da hat sich das casino darum gekümmert u. das Geld ein paar Tage später gutgeschrieben. Jetzt hat mir das casino zurueck geschrieben, das sie nur 4 screens öffnen können.mehrfach nochmals gesendet, keine antwort mehr.

I fully understand your frustration, lillychrh. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 7 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear lillychrh,

Have you received your deposited funds? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting 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.