Captain Jack Casino - Player's winnings confiscated after deposit.

So I played a free bonus and was assured after a verification deposit I could redeem my winnings... after said deposit i was only credited for half my deposit amount and then my winnings were removed from my account and they then told me they were invalid

Dear jesseraecuster,

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.

• Do I understand correctly that your entire winnings were accumulated from a free bonus?
• Have you activated any free bonuses in this casino previously?
• Was your account fully verified?

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

Dear jesseraecuster,

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.

So yes the winnings were completely from a free bonus and had not previously activated any bonuses. My account was fully verified and I spoke with support and they told me that once I made a verification deposit I could withdraw. Once I made the minimum deposit of 15 dollars I was only credited 6 to my account and my winnings were completely removed

Thank you very much, jesseraecuster, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 in the near future.  

Hello jesseraecuster,

I'm Michal and I have taken over your complaint. 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.

Dear Captain Jack Casino,

Can you please provide some information regarding the player's confiscated winnings?

Greetings all,

I had the opportunity to review the situation and it appears there were many consecutive free chips one on top of the next with no cash deposit until the account confirmation deposit after the win. The terms and conditions of the casino state that only one free bonus is allowed between cash deposits. I also see the confirmation deposit was reinstated to the account and played back in as cash. Unfortunately not much to be done here in the way of assistance.

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

Best wishes,

Nick and Captain Jack

If this is the case then A) why does your system allow multiple redemption if it voids all winnings except to rip people off and b) why did your representative tell me that all i had to do to withdraw was to make a verification deposit and the funds would be available to withdraw

Thank you for the response and evidence, Nick / Captain Jack Casino,

Dear jesseraecuster,

I can agree with you that ideally the casino system should automatically not let you claim multiple no-deposit bonuses when there was no real money deposit between them, but we know from experience that not all casinos are able to set their own system like this yet. It is strongly advisable to read and understand all the casino rules before any bonus is claimed.

Captain Jack Casino has this mentioned in its T&Cs

4. 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 withdrawal the second No Deposit Bonus.

16. In the event that a Player redeems a no-deposit promotional offer that he/she is not entitled to, any winnings generated from that promotion will be voided.

Furthermore, it's worth mentioning that the casino's live chat support may not consistently have access to your entire bonus history. Checks related to claimed bonuses and other verifications are only triggered following a withdrawal request. Therefore, it is only at that point that the relevant casino team determines whether any breaches of the terms have occurred.

I understand that from a user experience point of view, your situation is not ideal, however, the casino team has acted within its established rules, so we can't disagree with their actions.

Unfortunately, after gathering all the necessary information and evidence, we are forced to reject this complaint. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. 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, and we will try our best to help.

Best regards,

Michal

Casino Guru