Captain Jack Casino - Вилучення гравця затримано.

I have had a pending withdrawal since 12/1/2020 for $2000. I have sent in all my documents required for making a withdrawal on 12/1/20.

Dear ladydi53,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for?

I would suggest checking our review for the Captain Jack Casino: https://casino.guru/Captain-Jack-Casino-review:

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

Nevertheless, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello! I have opted for payment via check

Thank you very much, ladydi53, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. 

Thank you very much for all your help!

Dear ladydi53,

I’m sorry to hear that you’ve been dealing with delayed withdrawal processing. I will do my best to resolve your case.

I would like to invite Captain Jack Casino into this conversation.

Dear Captain Jack Casino,

Can you please specify the reason why the player’s withdrawal request has not been processed yet?

Greetings all,

One of my team, Alex has reached out to you ladydi53 in order to confirm the necessary payout details so we can move forward with your withdrawal request. Just communicate with him and follow his instructions and we should be able to get things moving for you.

Best wishes,

Nick and Captain Jack

Thank you, Nick and Captain Jack Casino, for the update.

Dear ladydi53,

I would like to kindly ask you to follow the casino’s instructions and keep us posted here on any development regarding the issue.

Here is the email I received today so everything should be good to go

Thank you, ladydi53, for the update! Please let us know once there’s any progress regarding your withdrawal request.

Thank you, I definitely will

It has now been a week since I got the above email and my withdrawal is still in a pending status.

Dear ladydi53,

Since casinos from this group are known for long payout times, I would like to kindly ask you to wait one more week, and keep us posted here on any development. I believe that in your case it is just a matter of time before your withdrawal will be processed.

Thank you! I will wait another week.

Dear ladydi53,

Thank you for your patience. Has there been any progress regarding your case in the past week?

Hello,

I had my withdrawal of $1900.00 approved on 1/20/21. I contacted support via chat and they said it will take 7-10 to be finalized for payout. So that should be at the end of next week.

Dear ladydi53,

I’m glad to hear the good news! I’d like to kindly ask you to let us know when you receive the payment or if there’s any other news regarding your case.

It’s been 10 days and I have not heard another thing about my withdrawal. Andrej can you update please?

Thank you, ladydi53, for the update.

Dear Captain Jack Casino,

Can you please indicate the current status of ladydi53’s withdrawal request?

I contacted chat today and they said they sent $100 via wire to my bank on Feb 1st. I’m very upset because I made a withdrawal for $1900. I remember making a deposit for $50 and meeting the wagering requirements. I think they are withholding all my winnings! They said that the withdrawal was made on a weekly bonus. I do not remember getting a weekly bonus. I have not received a dime from them but I will never give them another penny.

Dear ladydi53,

I’m sorry to hear that the amount you requested for withdrawal has been reduced. Could you please advise which bonus/bonuses did you claim?

I would like to kindly ask Captain Jack Casino for an explanation.

Greetings all,

You did indeed make a deposit of $50 ladydi53, however that was days before and the balance was played down to zero. The win was several days later using your weekly insurance bonus of $30, this came with a $100 min/max cashout unfortunately.

I hope this clarifies things.

Best wishes,

Nick and Captain Jack

I beg your pardon but that is incorrect. I was going to cash out 390 something dollars and decided to cancel that and play it out since I felt like I’d never get my money anyway from your blacklisted casino and I got that up to $2000. So you are mistaken!! Don’t worry I’ll never give your bogus casino another penny!! I never got 30 bucks bonus from you people. I need you to show me on paper and prove it

I beg your pardon but that is incorrect. I was going to cash out 390 something dollars and decided to cancel that and play it out since I felt like I’d never get my money anyway from your blacklisted casino and I got that up to $2000. So you are mistaken!! Don’t worry I’ll never give your bogus casino another penny!! I never got 30 bucks bonus from you people. I need you to show me on paper and prove it

Dear Captain Jack Casino,

I would like to ask you to provide us with evidence proving that ladydi53 did claim the weekly insurance bonus and that the winnings originate from the bonus. You can forward the information to my e-mail address andrej.p@casino.guru.

I forgot which bonus I claimed but after meeting my wagering requirements I made a withdrawal of $399. A little while later I cancelled that withdrawal and I won $2000. This has been going on for quite some time. I do not ever remember getting a weekly bonus. I need some proof.

Dear ladydi53,

Unfortunately, after reviewing the evidence provided by the casino representative, I have to confirm that the winnings, in fact, did come from a $30 Weekly Insurance bonus.

Ok thanks. I don’t expect to ever get anything from them. Lesson learned. I won’t ever play at Captain Jacks again!

Dear ladydi53,

Could you please advise if you received the payment of $100?

Dear ladydi53,

Have you received your winnings? We’re extending the timer by 7 days. Please kindly note that in case you fail to provide the required information in the given time frame, we will have to reject your complaint.

No I sure have not. Thank you

Greetings all,

Payment was released to our 3rd party on your behalf on February 1st ladydi53. The payment would have been for the full amount due, the maximum cashout amount of $100. Please check your bank account, no transfer fees were charged on our end but it may have been a bit a less than that due to conversion on the international wire transfer or fees on your end. The funds should most definitely have arrived by now but if they have not let me know here and I will have one of my agents reach out to you to acquire the proofs to reissue payment if necessary.

Best wishes,

Nick and Captain Jack

Dear ladydi53,

Is there any news regarding this issue? We are extending the timer by 7 days. Please kindly note that in case you don’t reply in the given time frame, we will be forced to reject your complaint.

Yes received payment of $100 yesterday.

Thank you, ladydi53, for confirming and for using the Casino Guru complaint resolution center. We’re glad that you have received your winnings. We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru