Captain Jack Casino - Player claims that payment has been delayed.

Redeem bonus I was givin. Played thru the bonus with 12 bucks and was given a playthrough amount. I continued to play and cleared the play through amount by a long shot. 1600 bucks or more then it reduced It to the amount I could redeem..wich was only 100 after it deducted the 1400 from wagering... I still continued to play with it and manage to bring it up to 710.00 I withdraw from my account and had to deposit 10$ Bitcoin to confirm my digital account.. it processed and everything looked good. Continued on with my withdraw request and was confirmed saying congratulations your winnings are on the way.. 4 hours later still not received anything I finally get ahold of customer service. To be told my withdrawal request has been rejected and my Bitcoin deposit would be sent back to me but I have to wait 72 hours for my 10$ Bitcoin deposit..so now not only am I getting denied my winnings fair and square. But I'm getting held up to receive my own money out didn't take but 10 mins to take it from me. But now 72 hours before I get it returned

Dear timhoyle9,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear timhoyle9,

Have you received your withdrawal from the casino yet?

No have had no word from them and it showes withdrawal cancelled

Thank you for your reply, timhoyle9. Have you made any successful withdrawals before? Could you please post here a screenshot of your withdrawal history?

Do I understand correctly that the casino confiscated your winnings? Have you received any explanation regarding this issue?

Dear timhoyle9,

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.

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.