Captain Jack Casino - Player’s winnings haven’t been received yet.

Hi? You all help me last. Time I am having the same issue with Captain Jack. I know it's only been a few days but I am just trying to ask them. If? All. My information has? Been. Verified I keep getting different answers as you recall from my last complaint. If you could pull that up it took 32 days for my withdrawals. I am just making sure it is not going to take that long this time as you can see. I have a large amount to withdraw. It's 3 separate withdrawals as they only allow a $2500 limit per withdrawal. But I cannot get a straight answer from anyone if the information I provided is complete. It is exactly the same information from my last withdrawal which was out a month ago so I was just thinking that maybe if I got you involved they would. At least give me the answer if everything was verified because nobody will tell me anything last time I had a personal. VIP connection this time. Nobody is contacted me nobody has said anything. I just wanted to make sure that everything is verified and these withdrawals will not take 32 days and I will not continuously have to contact them.

Dear sammijo1972,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Ok thank you

I still haven't received anything

Thank you for your reply, sammijo1972. Have you made any successful withdrawals before? Do I understand correctly that you have passed the verification?

Have you accumulated your winnings with or without an active bonus?

Yes i have made a withdrawal before with your help as far as passing verification it says im verified but ive emailed chatted etc and asked if any other information is needed with no response!

And yes i used a bonus on one but not the other 2 the total i gave you is 3 withdrawals on same day. I also played thru my playthru amount. I did receive an email 9 days ago stating i would be assigned a personal player rep within 72 hrs never happened have emailed them back several times keep getting same email as above!

Have you looked into it yet?

I see now, I found your last complaint from a month ago. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

It says one of my withdrawals was sent on may 11th but i haven't gotten anything ive checked my bank every day

Have you had a chance to check into this? They say a wire transfer was initiated on may 11th but i haven't seen anything

They are telling me now my payments are being reviewed if approved it will be another 7 business days they were already approved!!!

Can you please help me im desperate 😔

Thank you very much, sammijo1972, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Thank you its been 26 days!!!!

Hi sammijo1972,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Captain Jack Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify when the player should await for her withdrawal requests to be processed? Are there any reasons for such a delay?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Thank you so much!!!

Greetings all,

I've reviewed the situation and things seem to be coming along nicely from what I see, there was a payment issued to our 3rd party payment providers for disbursal as a wire transfer on the 12th of May, another on the 22nd of May, and the 3rd requested withdrawal should be reviewed for approval shortly. As a general rule we are looking at 3-10 business days from the date paid out by the casino until delivery by the 3rd party in the case of wire transfer. The first of those should have arrived by now. Can you confirm arrival of one or both of these payments sammijo1972?

Best wishes,

Nick and Captain Jack

No I haven't recieved any payments at all!

Ok then,

Shouldn't be too much longer on that first one. We are currently on business day 6 for that right now, all it should require is a bit of patience. I would highly recommend switching to Bitcoin (our Coindraw system is the fastest as it's mostly automated) for faster turn around moving forward. In this case all we can do is relax and wait for our 3rd party payment providers to deliver.

Best wishes,

Nick and Captain Jack

I get that but my first withdrawal i ever did from you all took 32 days!!! And it should not take this long! Regardless of what method i use!

Hey Captain Jack can you escalate my last withdrawal because with that pending I? Can't? Even accept any of the free chips are free bonuses are? Anything like that so can you at least escalate it? So. It's not showing pending anymore because. As a VIP as you say I can't even use any of my VIP benefits.

Still no money?????

Can someone please figure this out? Its almost day number 30 since my withdrawal request!! This amount of time is just unacceptable!!! I play other online casinos and Captain Jack is the only one that takes this long!!!! Im done!!!!

Day number 8 still no money Captain Jack!!!!!

casino guru now im being told there is another delay!!!! Im done with Captain jack casino after i get my payments im deleting my account with them its just ridiculous and to stressful 😤

Thank you very much for the updates for both parties.

Dear sammijo1972, I understand you feel stressed about it, but since we managed to contact the casino representative, I believe that your problem will be resolved. The thing is that it may take some more time, but it is still in the timeframe: the first payout is now on the 8th day and I hope that you'll get it by the end of this week.

Dear Nick and Captain Jack, please let us know as soon as the third withdrawal request will be approved.

Ok @captainjack well ive waited ur 10 business days still nothing care to respond??? Before I place my reviews all over social media!!!!! Blacklisted casino doesn't follow thru on payouts always has excuses to many delays!!!!!

Now no one will reply!

Natalia I received all my money today literally 5 mins ago so thank you for your help once again.....

Greetings all,

I can really only urge patience once again, once the funds have left the casino there is unfortunately nothing that can be done to expedite payment with the 3rd party payment providers, we can only wait for the funds to arrive. If the funds have not arrived for an unreasonable period (2 weeks in most cases) in excess of the general 10 business day maximum we will request bank statements as proof of non-payment however it is up to the 3rd party to now delivery payment. The money has left the casino. If as I say the funds still haven't arrived after an extended period we can stop payment and re-issue through the 3rd party but at this point that would be counter-productive. The system is far from ideal however we have no way of safely transferring funds via bank wire to US based players aside from through a 3rd party payment provider. I would once again urge using Bitcoin (Coindraw when possible) as the withdrawal method of choice for future withdrawals.

The good news is the 3rd and final payment was approved and paid out on your behalf by the casino sammijo1972, that means that the only further wait time will be related to delivery. Today would be business day 9 for the first payment issued to our 3rd party on the 12th of May, these payment should start coming in and aren't particularly far apart chronologically so hopefully you start seeing some cash soon.

Best wishes,

Nick and Captain Jack

I received all payments today thank you.

Dear sammijo1972,

I'm glad to hear that your issue has been resolved successfully. 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,

Natalia