Captain Jack Casino - Player’s struggling to complete the account verification.

Dear sammijo1972,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes sir I have submitted every single bit of information they have requested several times now they are requesting 2 months of my bank statements the complete bank statements every single page with every single page with every single transaction I have made to everybody they want everything on there and I'm not quite understanding I have submitted my swift code I have submitted routing numbers account numbers verification on credit cards I've used on their site I have similar ideas Sophie's I have submitted everything that they have asked Or

Nobody seems to care that they took my deposits but then when you win now nobody wants to pay you out

Are you going to help me or do I just need to reach out to another 3rd party???

Thank you very much, sammijo1972, for providing all the necessary information. My apology for the delayed response. 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 sammijo1972,

I've just reviewed your case and am very sorry that you came across such an issue. Before contacting the casino, may I please ask you to confirm if you have provided the casino with detailed bank statements for 2 months?

Thank you.

Best regards,

Tomas

Yes Thomas I verified everything and I did provide them with 2 months worth of bank statements it just seems like they keep telling me they're escalating my account it has been 29 days now I will never deposit again at Captain Jack casino and I will not recommend that to anyone else so I just want to get this resolved and want to get the money that I did win from the deposit that I made which I have made several several deposits over the last 6 to 8 weeks but I will not be making any more deposits to them I just want to get my $2500 that is owed to me From the game that I played M1 and then we can move on

Thank you, sammijo1972, for your confirmation.

Dear Captain Jack Casino,

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Greetings all,

I have reviewed the situation and can confirm that all necessary details are in place, the requested withdrawal was approved on the 29th of March and payment was released to our 3rd party payment providers on the 30th of march for disbursal as a bank wire transfer. As a general rule we are looking at 3-10 business days from the date paid by the casino to delivery.

Best wishes,

Nick and Captain Jack

I will believe that when i see it on my account!!!!!

Dear sammijo1972,

Please update us once you have received the payment. Thank you.

Kind regards,

Tomas

I will thanks for your help

Greetings all,

We are currently on business day 5 out of a usual 3-10, we should be seeing the deposit arriving in the coming business days. It's Easter weekend so that could hold things up a bit as well but a little patience and this should be resolved.

Best wishes,

Nick and Captain Jack

I actually received 2100 today....im not so sure why it wasnt the 2500 or the 2140 i was told it would be 2140 because of the bonus play thru but i had already met my play through... but I got 2100 so im fine with that... thank you guru for all ur help!!

Dear sammijo1972,

I'm glad to hear that your issue has been resolved successfully. I believe the sum was deducted because of crypto transaction fees. Anyway, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas