Captain Jack Casino - Player faces issues with the casino.

Hello, it shows perfectly as a withdrawable balance since I have met the bonus turnover requirement and made a deposit.

Dear mightyrRED,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Captain Jack Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?  

I will be patiently waiting for your reply. 

Best regards, 

Veronika

They claim that I have used free spins when I had traded and finished ...

Then when I was done with turnover and had $500-900, they said that I could make withdrawals but needed a Litecoin wallet so that you could make withdrawals easily...

In the meantime, no one has ever mentioned that I play with Falska on found balance..

When I try to verify myself, it stops me even when I took a selfie with my passport and received them👍🏾

Then it tries to force me to show something like a driver's license and I have a passport that is 3 days old. There it stops me via a human intervention

Why would I risk my balance with freespins that I don't know what their turnover is and I had already reached 700-800$ then converted and ready

Could you please specify what free spins bonus you took? Kindly send me the exact link to the bonus, a screenshot of the bonus along with its terms and conditions, or a promotional email.

Have you made any deposits into this casino?

Could you kindly confirm if your identity documents have been approved and verified?

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Thank you for the screenshots. Could you confirm if the balance shown is what you currently see in your account? It appears that the casino has not yet completed your verification process. Have any of your identity documents been approved so far?

Just a note: the photograph you provided may not meet verification requirements, as the text on your ID is currently unreadable. For a smooth verification process, please ensure that any documents you upload are clear, high-quality images where all details are fully visible.

I have been approved for a selfie where I have my passport and a selfie.

Then the fact that they make one literally by hand can deny my ID, and they are the same passport that I got approved in the selfie picture with my passport.

They encouraged me to make a deposit to be able to make a withdrawal and when I have done them, they are a cow turn

They don't want to approve my withdrawal

Am I correct in understanding that the photo of your ID has not been approved?

Could you please send me the photograph of your passport that you uploaded to your casino profile? Have you ensured that all the textual information in the photograph is clearly visible and readable? Also, if you have any correspondence with the casino regarding your verification and the payout of your winnings, please forward it to me at veronika.l@casino.guru. Thank you for your patience and cooperation.

Dear mightyrRED,

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.

Thank you very much, mightyrRED, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hi, how are you doing?

Hello there,

Thank you mightyrRED for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Captain Jack Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Greetings all,

I had a chance to review the situation and unfortunately the terms and conditions of the casino (and the bonuses themselves) only allow one free chip between cash deposit/play sessions. The rules also only allow one casino account per person or household. In this case we have both a secondary account which has already played a welcome bonus and the account with the win which was on its second free chip when the win occured. Unfortunately the $100 maximum cashout on the free chip in play at the time of the win would not be eligible for withdrawal.

Supporting documentation has been forwarded to the casino,guru team for review.

Best wishes,

Nick and Captain Jack

Thank you for the clarification of the situation Nick.

Dear mightyrRED, the casino representative has provided me with evidence of multiple accounts and of the consecutive free chip bonuses. Unfortunately, I won't be able to assist further in this case and will have to reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter