Captain Jack Casino - Player’s struggling to complete account verification.

I played with a free $15 chip , went through the playthrough and I submitted the verification 4 to 5 times.

Not once have they approved all submitted documents, which we're my driver license front and back , as well as a selfie holding license and a current electric bill.

They will not answer emails, I have tried calling and now the live chat doesn't work for me .

I'm was willing to make the verification deposit as well.

Dear Snyder7575,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that you have provided all the required documents? Have you provided them all as soon as possible and in the correct format?

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,

Kristina

Yes I have sent them in just minutes if making it through my playthrough, I have sent the same pictures and documents to other online casinos and they did verification process quickly.

Like I said I have sent hand full of emails to their banking department, promotion department and customer service department.

I also tried calling with the phone continuously ring, the live chat did work for me at one time, now it doesn't, just like prism casino does when I tried to cash out with them, although prism did verify my documents.

I just don't have any where else to try to get a response from them.

I'm actually kinda of skeptical to even send a deposit with them not even communicating with me.

Why is the timer still counting down , when I just replied?

Thank you for your reply, Snyder7575. Could you please forward any existing communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

All I have is the emails that I sent out

That's just five of them , and all five without a response or even a no your getting nothing.

Thank you very much Snyder7575 for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Snyder7575!

I will take care of your complaint from now on. I'd like to invite Captain Jack Casino representatives into this complaint in order to provide us with more information on the verification process and help to resolve the situation.

Ok sounds good

Greetings all,

We have a couple issues here, the first would be that you had registered multiple accounts within the casino Snyder7575. The documents were processed to the 2nd account, within the notes I see they were still requiring a utility bill for verification.

The second issue would be multiple free chips in a row. Between these two accounts there were a total of 7 free chips redeemed and played, the win resulted from the 7th consecutive free chip with no cash deposits.

According to the terms and conditions of the casino only one account per player per household is allowed, and only one free chip is allowed between cash deposits. Unfortunately the resulting win is not valid for withdrawal.

Supporting evidence has been submitted to the casino.guru team for review.

Best wishes,

Nick and Captain Jack

Hello Snyder7575!

As Nick of Captain Jack Casino mentioned, we have received some supporting evidence from their end. After carefully examining the said documents, all the points of what has been said in Nick's most recent post were confirmed.

Under these circumstances we are not able to support your case unfortunately, as the casino was right in their actions because of multiple breeches of their T&Cs.

I don't have a second account, I have had problems though with other casinos, where I registered an inclave account and that site had made multiple accounts under my name. Which most of the time I don't realize that inclave signed me in. Sunslots casino, it made 4 different accounts.

Far as the second bonus , I used what was offered to me via an email I received.

It still doesn't explain the reason for not communicating with me via email, chat or phone even and I could've explained this!

l feel that Captain Jack casino Just another casino that basically offers an offer and if you get lucky and win , they'll find whatever reason not to payout.

I actually did like the chat service people and I was planning on being a depositing players , as I am with limitless, extreme, brango, yabby and lucky red casino.

Dear Snyder7575,

I'd like to highlight the fact, that there were multiple no deposit bonuses played through on both of the accounts. Regardless of the way they were created, both accounts were used, even if you did not possess any knowledge about the second account.

As per the terms and conditions of the casino, only one account per person and one no deposit bonus between deposits is permitted.

Based on these facts, I am afraid we are not able to proceed with this case and we are forced to close it.