Captain Jack Casino - Player’s account temporarily closed without reason.

I was playing a game online at the casino and I was having a winning streak and when I achieved the bonus screen again a message flashed across the screen that stated that the game had to have maintenance done on it and then the screen went blank and I could no longer log back in. I contacted the casino through my wife’s account for the chat service and all Sharon could tell me was that the account said temporarily closed but had no notes posted for any reasons. I had deposited a total of about $465 in 3 separate deposits within a couple hours. This time I deposited $160 to play with and they bonus matched it with 350% which will be returned out of the winnings. I cleared the play through as well. I also emailed the company and have yet to hear back from them. Both customer service phone numbers do not work. I have consistently played here for about 2 months now. I have only ever asked for one withdrawal. To me it’s just fun to play the games. I have had several occasions where I have been up $6000-$7000 and I just play it until it’s gone usually. I have absolutely no idea why they would close my account. Amy help would be appreciated!

Dear Jninneman1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Captain Jack Casino.

Please understand casinos strictly prohibit opening multiple accounts by players, and often limit players, playing from the same household.

Only players who have registered a Real Money Account are eligible to receive Promotions. Only one Real Money Account per player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any bonuses or winnings, and all withdrawals will be cancelled.

Each promotional offer is available only once per person, family, household address, email address, credit card number, and environments where computers are shared (university, fraternity, school, public library, workplace, etc.)

If you allowed your wife to access your account, or your wife allowed you access, the casino might consider this as a breach of their rules and not honor your winnings. You should never allow access to your casino account to a third party.

• Do I understand correctly you accessed the account of your wife to contact the casino via live chat?
• Could you please explain whether your winnings of 1700 were accumulated with the help of a bonus?
• Have you informed the casino there are multiple accounts in your household, and was either of the accounts restricted from receiving bonuses?

I'll await your reply.

Best regards,

Tomas

Hello Tomas! Thank you for the quick reply. I actually had my wife contact them so I would not be accused of account sharing. She does not use real money in her account and never has. Out of the $1700 the casino will take back $550 in bonus money received. I did not inform the casino however the customer service person that we spoke with had told my wife to let me use her account to check back on my account.

Best,

John

Have you been informed of any accusations or justification from the casino since the complaint began regarding your account?

Could you please share your communication with the casino you were referring to? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Jninneman1,

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.