Captain Jack Casino - Player's bonus winnings have been partially confiscated.

So I did play with a bonus over a week ago and did meet the playthrough requirements and couldn't withdraw because I was required to make at least a 10 dollar deposit which when I got paid yesterday I did. Of course by then I'd won 2500 dollars but before I tried to withdraw I made a 16 dollar deposit and played for a few minutes with it added and accumulated another almost 400 dollars before requesting a withdraw for max 2000. Of course while I was waiting for that approved withdraw the remainder of my winnings were quickly lost, lovely how that always happens. Now this morning I get an email with the manager stealing everything but my 16 dollar deposit. Is this common practice with these thieves? They owe me 1900 as what my withdraw was approved for initially.

Dear forlines78,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly that your only deposit in the casino was the 17 USD deposit you made on the 28th of October?

Have you made any previous deposits in the casino?

Have you activated multiple no-deposit bonuses before in the casino, please?

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

Best regards,

Tomas

yes im a previous depositor and the free chip they gave me as well as free spins was what i think they meant by multiple free chips. it was one free chip, and one free spins. i did not win on free chip but i won 40on free spins. thats after i made the playthrough requirements. that was over a week ago it was on my withdrawable balance. however i did not choose to withdraw it. a couple of days ago i logged in through inclave as i always do and played a bit more and won big for 2600 and when i looked at how much i could withdraw it told me i needed to deposit 10 dollars to withdraw which im a depositor and had a withdrawable balance but i said ok and deposited 16. i felt lucky and started playing and won up to almost 3k and decided to cash out then. i was approved with no requirements for 2k. of course when i went back to playing with the remainder 895 or something like that i lost grievously as i expected i would. an hour went by and no payouty so i opened a chat and inquired as to how long and after they checked into it for about 5 minutes they came back and said three to seven days. they gave no other terms or requrements and everything was ok. yesterday morning i looked at it and the 16 dollars was payed out to my specified btc address but the rest was taken by a manager with false claims of multipke accounts which i pointed out that that wasnt possible since im using inclave then the reason changed to multiple free chip which wasnt true at all because there was only one free chip used initally and didnt win. the following free spins won over a week ago and i cleard the playthrough. a week later i started with 40 withdrawable balance and won 2600 and as prompted made over the nessicary deposit it requested in order to cash out. played after the deposit winning 400 more and was approved for 2000 withdraw and had timeframe verified to recieve but only got 16 dollars. so i did not cheat or manipulate anything, this is just another cheapskate casino and id like my btc please , thank you

oh and on tghe 16 deposit i redcieved no bonus chip or free spins at all i did not ask for any.

one more thing, i have noticed a consistency with similar yet various other casinos like this one, after requesting a withdraw and being approved, if you even try to play having any funds left to play with, you lose so quickly you forget the term rtp. i mean no matter what game or combination of you plAY YOU WILL BE QUICKLY ROBBED OF ANY REMAINING FUNDS. THIS IS NOT EVEN REALISTIC IN COMPARISON TO A BRICK AND MORTAR CASINO. with this being noticed not only by me but others ive seen in forums, that is a clear implication that these sites are following an algorithm and they do in fact cheat and are not fair. i can honestly say out of 15 different casinos on my inclave not one of them have strayed from that happening. not one. you cannot say that is just bad luck. when i say quickly drained i mean almost 900 dollars in less than 10 minutes.

But yes there have been combinations of free spins given free chips before and as I've never made the playthrough on them they are given at the same time and you can't claim one unless you lose on the other. The free spins chip is removed if you win on the free chip so if they're calling a free spins bonus multiple free chips I think that is very misleading and there shouldn't be actions taken on your account to make a playthrough and end in a withdrawable balance on the account.

And furthermore, at the very least shouldn't any monies won after making the last deposit be credited towards the withdraw request since that money was actually won after the deposit was made which was approx 400$. Or are they trying to say that no that would be the money I lost after? Which would make no sense seeing as they would argue the winnings from "multiple free chips" would be non-withdrawable leaving the only withdrawable balance being the winnings after the 17 deposit. They owe me 1900.00 dollars. That's all there is to it. To resolve it faster I'll be satisfied with 400. But I'd much rather them play by the rules and pay me what they agreed on tho.

Could you please send a screenshot of your transaction activity from before your deposit was made on the 28th of October? I apologize for the inconvenience.

So as you can see, I made deposits prior to , two actually and those were because of the ten dollar minimum and I sent thru a different wallet forgetting about the fee for the lightning . So I had to send two deposits to get the free spins but the initial free spins I got the very first one was from a promotion I got in my email, for signing up. I wasn't a winner on that. As for the one I deposited two times to qualify for which I won 40 on , I didn't try to cash out on and a week later it was still under my withdrawable balance so I played on and won. I then made another deposit and played more winning more from 2600 to almost 3000. I then requested 2000 and was only awarded my 17 deposit. Tell me how this isn't them cheating me.

It looks to me like the owner of this casino is under the guise of "manager" and the withdraw after being approved went to his wallet and not back into the casino. I think this is a casino tactic of cheating people and laundering of customers stolen funds.

ok so i did get them confused with another casino i was also playing on inclave, however, i did recieve two free spins offers in my promotions where i was allowed to play them one after another in the same day and there were absolutely no free chips given at all. i did complete the playthrough and was able to withdraw at that point 40 dollars. i didnt play again for 3 days and when i played again i won 2500 dollars and deposited 17 dollars, continued playing, won a

up to i think it was 2986.00 and requested the max 2000.

if theyre trying to say free spins is a free chip they need to be more specific, and at the bare minimum they should owe me at least the winnings after my 17 deposit. there was 896 left over after i requested the deposit of 2000 so if none of the 2500 was redeemable , which it was approved and stated i was to recieve it in 3 to 7 days, liars, then the remaining 396 dollars should have been pay outable per their misleading information..

either way i was allowed 2 free spins bonuses and when prompted to, made the required deposit in order to cash out, was approved, and verified the payout schedule. them changing their minds looks like they are money laundering. ive never had any casino go back on their agreement after terms were met. that is a renege. they are reneggers .

Thanks for your patience.

Please note the 'manager withdrawal' signifies confiscation of winnings from our experience regarding this group of casinos.

Do I understand correctly your winnings were achieved from the no-deposit bonus code (DARKDIVAS30)?

According to the terms and conditions of the casino: https://www.captainjackcasino.com/terms-conditions.php

"Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw the second No Deposit Bonus"

If you won from the second no-deposit bonus that followed another no-deposit bonus it will mean your winnings were confiscated for this reason.

I'll await your response.

Ok well that being said, after I deposited 17 dollars because the website said I could withdraw after I deposited at least ten dollars, I continued playing after the 17 dollar deposit and won another 400 dollars so shouldn't I have at least been paid out the 4/0 won after the deposit since they wanted to confiscate the winnings that I was told I won and was eligible to withdraw? I even spoke to someone after my withdraw request was approved and they checked it and gave me a time frame for the payout. That's the only reason I continued to play after. Since the manager did that I'm sure he could see the winnings after the deposit and could just have easily adjusted the amount to the winnings after the deposit. That is dirty.

That's really tricky, allowing everything to be approved and having customer service tell you everything is ok only to confiscate all of your winings and mysteriously lose the rest of the winnings within less than half an hour due to no wins on any other game you play and then have the manager confiscate your withdraw. That's messed up and dishonest a.f.

Thank you very much, forlines78, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello forlines78,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Captain Jack Casino to join the conversation and participate in the resolution of this complaint.

Dear Captain Jack Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? 

Thank you.

Kind regards,

Tomas

Casino.Guru

Greetings all,

I had the opportunity to review the situation and unfortunately there is nothing I can do to assist here, the terms and condition of the casino do not allow consecutive free chips without a cash deposit nor multiple accounts per player or household. The maximum withdrawal amount of the free chip in play at the time of the win would have been $100 however even this is not valid for withdrawal due to the above mentioned reasons.

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

Best wishes,

Nick and Captain Jack

Dear forlines78,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting 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 in both accounts. The casino acted correctly and within its terms and conditions.

Sorry, we were not able to 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.

Thank you very much, Captain Jack Casino, for providing information and for your cooperation.

Best regards,

Tomas

Casino.Guru