Captain Jack Casino - Player’s winnings have been cancelled.

I recieved a $200 chip for Xmas from Captain Jack's Casino. Played the play through of $6000 won $400 . I tried initially withdrawing wire. My identity was confirmed quickly via driver's license. I met the play through and didn't play any un allowed games. The support team was very helpful getting me to use bitcoin as the withdraw method and I am fine with that. I ended up having to withdraw only half, as instructed to, then was told the other $200 went to the chip

Didn't make sense to me, but it was approved for $200 got sent a congratulations email, and checked on it the next day nothing in my bitcoin account, so I contacted support to make sure that everything was there and see if they needed anything else from me. I was shocked when the support person said that I was not getting anything from them, she was the supervisor, I asked for her boss, then disconnected from the chat. I went back and sat there for a while, only to be told I wasn't getting the money, they gave me the chip via email, I have never withdrew from them before, never won there before, but made sure I was doing what is required. I am very upset obviously, and it's not right. I feel robbed and tricked. Please help me out. I am sending screenshots as proof.

Thanks Jolie Trahan

Dear trahanjolie39,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled completely? Could you please advise if you have redeemed any promotional offers from this casino previously? Was your account successfully verified in the past?

Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):

"No Deposit Bonuses (Free Chips, Free Spins)

...

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

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."

Therefore, I adjusted the disputed amount from $400 to $200.

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

I have never redeemed any wining money whatsoever. My account was verified successfully.

They have not explained why they are not giving me the money.

Thanks for your help.

Thank you very much, trahanjolie39, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello trahanjolie39,

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,

Can you please explain why the player has had their winnings confiscated?

Kind regards,

Adam

Greetings all,

I've reviewed the situation and unfortunately trahanjolie39 the terms and condition of the casino and the bonuses themselves state that only one no deposit bonus is allowed between cash deposits. This win was the result of the 13th free bonus in a row with no subsequent deposits between them. I would really love to be of assistance however the funds removed were not eligible for withdrawal I'm afraid.

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

Best wishes,

Nick and Captain Jack

Dear trahanjolie39,

Please accept my apologies for my delay in replying.

The casino has provided evidence supporting that the disputed withdrawal was indeed the result of the 13th free bonus in a row.

Consequently, as the casino has operated in accordance with its terms and conditions in this matter, there is nothing further we can achieve and the complaint will now be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam