Captain Jack Casino - Player’s account has been blocked.

I won $100 after giving them a$30 deposit and provide all information they asked for and being told my withdraw was accepted they have blocked my account and they have not given me my winnings or my deposit. I’ve tried many time by email and nothing. Now they have all my personal information they have my money and they will not communicate

Dear mattjordan5448,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Yes I had a free spin bonus from the app free spin bonus for 100 free spins. After my free spins I had a play through of I think $65. I then played Kyros gold I believe it was well past the play through and once i made it to the max withdrawal limit I cashed out. Previously I had one on their sister site raging Bull and I had already verified through hooyu. So I was already verified and it said that I had to verify my payment method and it would need to be the Visa or MasterCard I submitted the documents today requested it was even told by the live chat that my withdrawal had been approved and then received an email asking for the verification so I sent them a copy of my ID and selfie holding the ID back of the ID and a copy of the card and told to check back the next morning and then my account was blocked I have emails confirming my account verification but I can’t log into the websiteAnd they have not responded to anything that I’ve sent them

Thank you very much, mattjordan5448, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi mattjordan5448,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Captain Jack Casino to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's account has been blocked?

Looking forward to hearing from you!

Best regards,

Tomas

Greetings all,

I have reviewed the situation and the win itself stems from a no-deposit welcome bonus, the $30 cash deposit was for account verification purposes which is standard. The issue lies in the fact that only one free bonus is allowed between cash deposits and only one account is allowed per player or household per the terms and conditions of the casino. In this case we have 9 casino accounts opened using varying personal credentials and email addresses, all of which have redeemed one or more free welcome chips. Unfortunately the win itself is not eligible for withdrawal, the verification deposit was refunded in full on the 13th of February to the card of origin.

Due to the excessive nature of the bonus and multiple account abuse in question coupled with a very high warning rating regarding the player in question from our fraud prevention partners we have banned all related casino accounts.

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

Best wishes,

Nick and Captain Jack

Dear mattjordan5448,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we reject this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using no deposit bonuses associated with them.

The casino has acted correctly and within its terms and conditions.

Sorry that we couldn't help you with this one, but 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.

Best regards,

Tomas