Captain Jack Casino - Player’s withdrawal has been delayed.

been waiting since January 9th for my wire transfer beem told all information is there Ns verified but them get emails saying haven't received paperwork waiting on wire transfer

Dear Amanda,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you have withdrawn any winnings successfully in the past from this casino?

In the meantime, I would suggest checking our review for Captain Jack Casino: https://casino.guru/Captain-Jack-Casino-review:

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

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

Best regards,

Petronela

No this is the first withdrawal but they keep saying everyone is good for the wire and then keep saying I havent returned papers etc.

Just received a email saying they can't send to my bank they don't accept wire transfers this is the second bank I have submitted and I spoke to both and they both accept international wire transfers

Thank you, Amanda, for your reply. Could you please advise if you've tried to request a withdrawal through any of the e-walltes?

They are only giving me the option of a wire transfer. I will check and see if there are any other options now

Thank you very much. I will be waiting for the update patiently.

They want me to submit a third bank in which I do not have sho has three bank accounts. My second bank is Chase international Bank and they accept wire transfers. They seem like they just don't want to pay me

Thank you very much, Amanda, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Amanda!

From now on, I will take care of your complaint. I would like to invite Captain Jack Casino to join this conversation and help us find any solution possible.

Greetings all,

We rely on 3rd party payment providers to deliver the funds to our players and there are banks and types of accounts they are capable of transferring to and some they are not unfortunately. I can see that you are in contact with our Payouts Department directly Amanda via email. Please just communicate with them and follow their instructions, once you have a valid payout method on file I can see what can be done to expedite the review/approval process and get the funds out the door for you.

Best wishes,

Nick and Captain Jack

I have submitted two different banks both of which take international bank wires The casino denied both banks I have requested via email to the payout team a alternate method of withdrawal and have got no reply several days ago

Hey Amanda,

I see an alternative payout method being requested by the payouts team and an offer of assistance in selecting an alternative bank, I also see a couple reply emails on your part suggesting why the details already submitted should be valid. But I see no request for assistance in selecting a new bank on your part or submission of alternative payout method details.

Please just communicate with the Payouts Department, follow their instructions and we should be able to make this happen for you. If an alternative payout method has been requested it is for a good reason and until an alternative is provided we can not move forward in the withdrawal process.

Best wishes,

Nick and Captain Jack

I sent a email on February 3rd and February 4th requesting a alternative form of withdrawal both emails went unanswered and I can provide copies of both email not to mention. The numerous times I have been on live chat requesting alternative forms of withdrawal

Hello Amanda!

Is there any update on an alternative payment method?

No they will not answer me back

Hello all!

I would like to ask Captain Jack Casino's representatives to make their entry to this discussion once more and clarify the situation from their end.

Hey Amanda,

The only messages I see from you are you saying you don't have another payout method, they have offered assistance in selecting an alternative bank but you need to work with them to do so. As an organization we don't know what the best options are in your specific region, have a look and see what is available and most convenient for you then contact the Payouts team as requested and they will review your options and make a recommendation based on the information you have provided.

Best wishes,

Nick and Captain Jack

Hello Amanda!

In this case, I would strongly recommend to follow the casino's instructions. Payment methods offered in online gambling industry are very varied across all the casinos. Sometimes they options are limited and it is necessary for players to comply with the options that are available.

I sincerely hope, that if you work together with the casino's representatives on alternative payment method, you will be able to get your winnings.

Hello Amanda!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

Additional comments from the player:

"Still trying to get refund a different banking account is not a option for me not able to open a account at any of the banks they suggested"

Hello Amanda!

Since you are not able to create another bank account, did you try to opt for some kind of e-wallet or bitcoin solution?

I have requested for a alternative several times via chat and email always no answer no reply no email nothing

I would like to ask Captain Jack Casino's representatives to work together with the player on finding an alternative solution for the payout situation. Also, since the player has difficulties reaching for the solution with the casino's staff, please provide us with any contact, that could bring us to the resolution.

Hey all,

I'm still only seeing insistence that the payout methods provided be treated as valid in both email and the chats that I reviewed, I am having a member of my team reach out to you personally to try to work through this with you Amanda. Steve is quite good at what he does, watch for his email. He will provide you all of your possible options, just cooperate with him and hopefully we can make this happen for you.

Best,

Nick and Captain Jack

Hello Amanda!

Thanks to the last response from Nick of Captain Jack Casino, I hope that the situation will reach some positive outcome.

Please keep us informed on any news that will happen.

Hello Amanda!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player's request, who contacted us mentioning that the problem still persists. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

I would like to ask Nick and Captain Jack Casino to join this complaint's thread once more in order to help us successfully resolve the issue.

Hey all,

Thanks for your cooperation Amanda, quite pleased we can finally work toward resolution on this case. All the necessaries are now in place and I've gone ahead and pushed through your approval yesterday.

It will be a bit before the approval registers in our system but we will do what we can to get payment out to you as soon as possible as a physical check, your chosen payout method.

Best wishes,

Nick and Captain Jack

Thank you

Hello Amanda!

Is there any positive development with your withdrawal?

Hey Amanda,

We got approval through last week for you, next we see about getting that check out the door.

Once it has been issued to our 3rd party for payment you are generally looking at up to 10 business days on delivery though that can vary. When the check is available for delivery you will receive an email with the tracking information, please be certain to physically deposit the check into the bank that has been approved for deposit.

Best,

Nick and Captain Jack

Still waiting on a check to be mailed. Keep checking back and being told hasn't mailed out yet

Hello Amanda!

I will set the timer for 7 days, please inform us if you manage to receive your check.

Received a email informing me check was mailed to be expected In 4 to 7 business days will message back when Received

Hello Amanda!

Did you receive your check already?

It is going to be here today or tomorrow I will update.

Hello Amanda!

Have you received your funds?

Yes!! Received check end of last week still going to be a bit before actual money is deposited but thank you casino guru and Martin I got paid!!!!!

Dear Amanda,

I am delighted to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.