Captain Jack Casino - Player encounters withdrawal issue with bonuses.

Captian jack casino

Hello my name is Brenda R****** and my email associated with the account is wir**********uth@gmail.com

I am conducting a formal complaint

I have been trying to get my winnings from capitan jacks since January 2024 their first excuss was problem with my debit card then after I got that resolved 2 more weeks trying to get my winnings I had to make several deposits also bitcoin deposit after a couple more weeks of me trying to get my payment they told me if I redeemed my winnings through bit coin it would be faster so I made a bit coin account now its been 10 days and I chatted back with them to get my $2000 winnings I was told because I mixed bonuses and did not take my original winning down to 5 dollars I forfit all my winnings when I can say for a fact I played all the money back required on my first bonus and captians jack will not let you play another bonus until your first bonuses is completed and that's required play back included. They are just trying to rip me of my winnings I have screen shots of them giving me all these excuses and then the final excuse which was a bare face lie. I had to report them because they would not let me change my debit card at the beginning of this issue when my winnings was 3100 dollars . I played back going up and down 2500 dollars. They owe me my winning of 2000 dollars when I won my winning I wasn't on any bonuses I had paid my required amount on every bonus I played. This has been a on going problem I have deposited over 300 dollars at this casino because they kept telling me I had to deposit to get my money. If there's any way you can help me get my winning would be great. And last I was compliant with all their bonus rules and regulations. When I tried to withdraw it read I ode no balance on withdraw and I was able to withdraw all my winnings. Thank you Brenda

Dear wiregirlsouth,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you've encountered with withdrawing your winnings from Captain Jack Casino. Your detailed explanation helps shed light on the situation.

• To better understand your case, could you please provide us with the specific dates of your deposit attempts and communication with the casino's support team?
• Additionally, any screenshots or documentation you have regarding your interactions with the casino would greatly assist us in investigating the matter further.

If you agree, we can also forward any relevant communication along with your game history to petronela.k@casino.guru for further review.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear wiregirlsouth,

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.

I have sent all things requested by email you provided . As of now I have t been paid it still stands jn a pending position because it won't let me do any bonuses it says unable to allow bonus with withdraw pending.

I was wrongfully taken advantage of by captian jack casino I won that money fair and square I had 0 pending to be paid back in bonus money's. Thank you for your assistance

Brenda R***

I'm sorry my text flinched that was I have not received my winnings by captian jack casino

Screenshots from the player:

Hi wiregirlsouth,

After reviewing all the screenshots you forwarded, I included some of them in my previous response. Could you please provide your game history as well? It appears that you made a deposit on top of your bonus balance, causing your funds to become mixed and resulting in the confiscation of winnings.

Thank you.

That just don't seem legal to me that casino won't let you play a bonus if you haven't completed the requirements of the last bonus. That is their policy so there's no way I could mix bonuses and I know I didn't. They are living because they don't want to pay me my winnings they had 5 excuses before that not to pay me I beat everyone of them but thos one is a bold face lie

Hi wiregirlsouth,

In fact, it's not uncommon for the casino to enforce a rule stating that players are permitted to have only one active bonus.

Could you please confirm whether you've attempted to request your full game history from the casino? Having access to this information would greatly assist us in analyzing your gameplay and thoroughly reviewing the case.

Thank you.

I will do that immediately then get it to you

I requested my gaming history

they sent me back a reference number and told me it could be 72 hours before I heard from someone

HI wiregirlsouth,

• Please let me know when you receive your game history.

Thank you.

Dear wiregirlsouth,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.