Captain Jack Casino - Delay in processing Bitcoin withdrawal.

I am having trouble getting the casino site to process my pending bitcoin withdrawal or respond to queries about the withdrawal. I have been told the withdrawal will be processed the site will never say when.

On 17 March 24 – I made a $75 Bitcoin deposit (promo code REDEPOSIT270 which was a 270% no rules bonus)

On 19 March – I completed the play through requirement with a remaining real balance of $335.21. I submitted a bitcoin withdrawal request in this amount. 

On 24 March – I contacted customer support for status update. Customer support verified my bitcoin wallet address and stated that withdrawals are typically processed within 7 business days. Customer support stated that no further info was needed from me at this time. 

On 11 April – I sent customer support an email requesting a status update. The next day customer support acknowledged receipt and stated they would reply within three business days. I was assigned customer support case number is 153875747. However, there has not been any update from the casino and the requested withdrawal is still pending.

Thanks for any assistance you can provide on this matter.

Respectfully,

Chris S*******

Dear Supernova7370,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than one month is an unusually long time.

However, 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

Petronela,

The requested withdrawal amount of $335.21 was removed from my online account when I submitted my withdrawal request but the funds have not been received. I have not used the account since I submitted my withdrawal request. After I contacted Casino Guru for support, yesterday, I was able to finally get a hold of a casino customer support representative. The casino customer support agent again informed me that my withdrawal was pending review by their financial department which should occur next week. The agent stated that the withdrawal would then be processed about a week after their review. The site has never said that my withdrawal will not be processed. The casino has just been slow to act. For example, on 24 March, I was told my withdrawal would be processed within 7 business days. This did not occur. Yesterday, on 27 April, the casino is again stating that my withdrawal will be reviewed in a week.

My winnings were accumulated with an active promo bonus. I expect a bonus amount of about $202 to be deducted from the requested withdrawal balance of $335.21.

Thanks again for your help.

Chris

Petronela,

For your information, I have an update. The casino's financial department approved my requested withdrawal. I am still waiting for the withdrawal to be processed. However, there has been some progress.

Respectfully,

Chris

Great news, Supernova7370. Please let me know when you receive your winnings.

Looking forward to hearing from you.

Petronela, just to let you know, I am still waiting for my requested withdrawal to be processed. About a week has passed since the casino approved the withdrawal. Sincerely, Chris

Thank you very much, Supernova7370, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.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 in the near future.  

Dear Supernova7370, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Captain Jack Casino representative to join this conversation. 

Dear Captain Jack Casino, could you please provide more information about this case? 

Looking forward to your reply.

Greetings all,

I have reviewed the situation and I will see what can be done to assist. It is worth noting that the requested amount ($335) includes the provided deposit bonus funds which are non-cashable per the terms and conditions of the casino and the bonus itself. The requested withdrawal has been approved at $133 removing the provided bonus of $202 on approval. I will see what can be done to expedite the payout via Bitcoin, if anything else is required I will let everyone know, otherwise just let us know when the funds arrive Supernova7370.

Best wishes,

Nick and Captain Jack

Katrina, today I received two payments to my bitcoin wallet. A payment of $99.66 and a payment of $17.94 for a total payment of $117.60. I do not know why there was two payments instead of one. I believe this total amount reflects the casino's processing of my withdrawal request which was approved in the amount of $133. I do not know why the difference from the approved amount of $133 but suspect a processing fee was charged by the casino or coinbase. Anyway, today's transaction resolves my requested withdrawal submitted on 19 March. I think Casino Guru's inquiry helped prompt the casino to process the withdrawal. Thanks again for your assistance. Respectfully, Chris

Dear Supernova7370,

Yes, I believe the missing amount is the processing fee. They are very usual for casinos to charge them.

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your 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.