Verifying your Captain Cooks Casino account means uploading identity documents and waiting for confirmation. Verification is required at Captain Cooks Casino, and the steps above place it before a withdrawal request, so it is worth doing before you need the money. This guide covers what happens behind those steps and what to do when something goes wrong.
Before you start, look at the documents you hold. Captain Cooks Casino accepts Passport, Driver's licence and Provincial ID. Each upload should be a complete, readable copy, with the name on the document matching the name on your account. Read the steps above once before you begin, so you know which step needs your documents and which needs a reply from support.
What stands behind the steps
To use Captain Cooks Casino, you must be 19 or over and in Ontario, and pass age and identity checks. The identity check is the step that needs your documents, so have them with you before you start the upload.
Each document must be shown in full. Make sure all four corners, the photo, your name and the expiry date can be read, with no glare and no cut-off edge. A flat, sharp photo taken in good light is easier to check than one taken at an angle, and a clear copy avoids a reply that asks for a new one.
Check the expiry date before you start, so you do not upload a document that has lapsed. Use the documents listed in the key terms above, and send only the ones you hold in your own name.
The name on the document should match the name on your account, including spelling and the order of first and last names. If the two differ, contact support before you upload, rather than sending the same file again.
A check can take longer than you expect, and a reply may ask for a new copy. Send your documents early, so that any resubmission fits before the withdrawal you need.
19+ · T&Cs apply
When verification gets stuck
If a document is rejected, check three things before you send it again: the whole document is visible, the photo is sharp, and the name and details can be read. Then upload a new copy rather than the same file.
If you cannot log in to upload, do not keep trying. Contact support and ask what to do next.
Support: Live chat 24/7, and by email. Describe the problem in a few words, and say which document you are trying to send. Send documents only through Captain Cooks Casino's own verification section, not as a reply to a message you did not expect.
If a withdrawal takes longer than you expected, first confirm that verification is complete, since the steps above put it before the request. The withdrawals guide explains the rest of the process.
If a deposit does not go through, check the deposit guide for the method you used and confirm the amount is within the limits in the table above. If it still fails, contact support with the amount and the time of the attempt.
Keeping your account and documents safe
Log in only on Captain Cooks Casino's own website or the iPhone app. This site has no login form. Never enter your password on any other page, and never give it to anyone who asks for it in a message.
Send documents only through Captain Cooks Casino's own verification section. Do not send copies by email or chat to someone who contacts you first, even if they say they are from support.
Check the expiry date on each document before you upload it, so you are not sending one that has already lapsed. Keep the original documents somewhere safe at home.
Starting early leaves room for a reply or a new upload. When your documents are ready, visit Captain Cooks Casino and begin.