Captain Jack Casino - Player's struggling to withdraw his winnings.

i Ask Them if i can withdraw If im from Sweden, yes no problem live chat says. Later i Ask them they say no and close the chat when i send them screenshot of that i was told i could. Talk to another operator that dodges the question and says i cant withdraw becuse if i deposit it Will "mix" the fund? Even tough i cleared the wagering requriement and it then should be cash balance they say it Will void the whole win i got from the free chip

Dear Marcus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have played with? If possible, please, post here a link. Did you activate the bonus yourself, or was it credited automatically by the casino?

Have you made any successful withdrawals before?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Thank you very much in advance.

Best regards,

Kristina

Hello, it was a 30 dollar free chip and i dont remeber if it was activated by me or automaticly, no i have not made any withdrawls, it says the withdrawl limit is 100 dollar minimum so i was thinkig of depositing 70 dollar and play for some then withdraw over 100 with the 50 dollar that i won from the bonus. Thank you for the help

Thank you very much Marcus for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@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 soon.

Hi Makkan.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Greetings all,

From what I see Makkan you deposited a free chip, played the chip and made the required playthrough, then made a cash deposit using Bitcoin on top of it. Had there been no free chip in play (cash only) any win would have been free and clear (1x playthrough and no withdrawal limit) but no deposit bonus funds come with extended rules. In this case the rules would be 30x playthrough for slots and keno and $100 maximum cashout. All funds are now mixed and follow the 30x playthrough $100 max withdrawal rules.

You should always refrain from mixing different types of funds within the casino and assure that your playable balance is as close to $0 (below $5) as possible when depositing any kind of money into your casino account.

Once the funds are removed (by playing the funds down or requesting them for withdrawal) then you can move forward. I see also you attempted to deposit more than one no deposit bonus in a row, it's important to note (though not relevant in this case as the bonuses were denied thus not in play) only one no deposit bonus is allowed between cash deposits unless issued directly by the casino itself.

All that said you should be eligible for the majority of the requested withdrawal ($110 requested vs $100 maximum withdrawal), the holdup currently is the documentation you have submitted doesn't line up. The bank statement you submitted with proof of address has a different physical address than the registered address in your casino account, that is creating your current issue and preventing your casino account from being verified. Also a valid method of withdrawal needs to be submitted.

One of my agents will reach out to you momentarily via email to assist you Makkan, just communicate and follow their instructions and we will see if we can't get things moving for you.

Best wishes,

Nick and Captain Jack

Thank you very much captain jack for the Quick reply.i got a email and i sent all my information, lets see what happens now

Greetings Makkan,

Thanks for your cooperation, we got your payout info and it is now updated in your casino account. Your $100 eligible withdrawal has now been approved, next it will go for payout to our 3rd party payment providers in the coming business days. Once they receive it it is generally 3-10 business before it arrives in your bank account.

Best wishes,

Nick and Captain Jack

Hi Makkan,

please, let us know when you receive the payment. I am extending the timer by 7 days.

Hello thank you very much for the help, i Will do that.

Dear Makkan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hey all,

Just confirming that payment was released to our 3rd party payment providers on the 29th of June and should be arriving in 3-10 business days following that date.

Best wishes,

Nick and Captain Jack

Hello i have now got my money thanks for the help and thank you to captain jack casino

Hi Makkan,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards, Jozef