Captain Jack Casino - Вилучення гравця відкладено.

After numerous emails and chats regarding my withdrawal, although finally approved a month later on November 6, I waited an additional 7 - 10 business days, then again escalated twice where I was asked to wait 72 hours each time, then said it was on the way and will receive it soon, after that, they started to ask me to wait 7-10 days again and i complained about that, then they changed it to another 72-hour wait, continuing to stall paying me. I had two withdrawals, but the second one was for 1600, I decided to reverse it to play with it because I waited so long for it,lost all of that and that was a month ago, yet I am still waiting on the $2500 request.

Dear derdwa,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating situation you’ve experienced with your withdrawal.

To better understand the situation, could you clarify the following points?

• When was the last communication you received from the casino regarding the status of your withdrawal request?
• Could you confirm if any documents or information were requested by the casino and whether you’ve provided everything they’ve asked for?
• Were you informed of any issues with your account or payment method that could be causing the delays?

Is there any further communication or evidence from the casino that you could share with us? You can forward any relevant details to petronela.k@casino.guru.

Your cooperation is crucial for us to move forward and help resolve this matter. Without your input, we won’t be able to effectively assist you.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

MY LAST COMMUNICATION WITH THEM WAS YESTERDAY. THEY HAVE RECEIVED ALL DOCUMENTS PRIOR TO NOV 6 APPROVAL. THE CUSTOMER SUPPORT REPRESENTATIVES CONTINUOUSLY TELL ME TO WAIT, BEEN WAITING ON THEIR PAYMENT HANDLERS. CAPTAIN JACKS CUSTOMER SERVICE REP TOLD ME YESTERDAY, I JUST NEED TO WAIT. I RESPONDED THAT'S WHAT I HAVE BEEN DOING IS WAITING AND EACH TIME I ASKED ABOUT IT, THEY GAVE ME ANOTHER WAITING PERIOD, BUT YESTERDAY, THE TIME FRAME WENT FROM 72 HOURS TO NEXT WEEK. HE SAID, I WILL GET PAID THIS WEEK OR NEXT WEEK, MEANING, WAIT ANOTHER SEVEN DAYS. JUST UNBELIEVABLE. PAPER CHECKS FROM ONLINE CASINOS REACH ME IN 3 - 4 DAYS, AND THIS ONE TAKES MONTHS TO DO A WIRE TRANSFER, AND WHEN I ASKED COULD THEY JUST MAIL A PAPER CHECK, THEY SAID THEY COULDN'T MAIL PAPER CHECKS. BUT IT IS LISTED AS AN OPTION WHEN WITHDRAWING MONEY. THESE TYPES OF CASINOS SHOULD BE BANNED FROM THE INTERNET OR LOSE THEIR LICENSE OR WHATEVER THEY HAVE. I WILL SEND YOU COPIES OF SOME OF THE CONVERSATIONS I WAS ABLE TO COPY.

I JUST EMAILED MY CONVERSATIONS TO PETRONELA EMAIL.

I WILL FORWARD THEIR CUSTOMER SUPPORT EMAILS ALSO.

When will you get back to me about it?

Thank you very much, derdwa, for providing all the necessary information. I will now transfer your complaint to my colleague, Romi (romana.r@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear derdwa,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Captain Jack Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Captain Jack Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear derdwa,

Allow me to try and contact the casino outside this thread before I close the complaint.

I believe that due to the holiday season, there has been no response from them yet.

I hope that we will hear from them soon.

Thank you for your understanding.

Best regards,

Romi

Greetings all,

Apologies, they forced me on holiday believe it or not... I always come back to a mess, but in this case it looks like all is well. Payment was marked complete on the 7th from the 3rd party payment provider so it should arrive in the bank account shortly if it has not already.

Happy New Year!

And best wishes,

Nick and Captain Jack

Greetings all.

Thank you, Nick and Captain Jack, for this update.

Dear derdwa, please let us know whenever you get the money.

Thank you in advance.

Best regards,

Romi

Dear derdwa,

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.

Greetings all.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Respectfully,

Romi