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

Played a bonus all the way through the play through. Amount was reduced to max cash out. I did the verification and did a deposit. I spoke with a rep. They said I should receive 120.00. So I requested a cash out of 120. Still not approved. This was on the 12th of Dec

Dear riserjess, 

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.

Have you made any successful withdrawals before?

When was the last time you communicated with customer support regarding your delayed payment?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have never withdrawn before. The last I spoke to them was last week asking about the withdrawal and why was there no progress. He said that there was 7 to 21 days just to get a review but after that it could be weeks or months to get a payout. Months????

what should I do to get a response that is more acceptable from them?

Thank you very much, riserjess, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 riserjess,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Captain Jack Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

I’m grateful for your assistance

Greetings all,

I have reviewed the situation and it appears we are missing a couple things from you riserjess, the first would be your documentation. Please go to the documents module in the cashier and complete the necessary documents if you would. Secondly, and much simpler if you could please confirm your Bitcoin address by posting it here I'm certain Michal will be kind enough to keep the comment private and away from prying eyes.

Best wishes,

Nick and Captain Jack

I resubmitted the request. Resubmit being the key word. When I went back today, the request had been canceled. I see how they take the amount of time they want to process withdrawal. Well Michael, I am very hesitant to post my bitcoin addresses here. Will it be safe? This is like a game of don’t pay the customer or hold them off till the casino is in trouble. I guarantee I will be inquiring about licensing from now on.

Hello all,

Thank you riserjess for posting your Bitcoin address. Do not worry, the address is only visible to me and the casino, so there is nothing for you to worry about. Now we will wait for the casino to process your payment. Please keep us updated.

Michal, what if they do it again? Is there anything I can do if this happens again? I’m really trying not to bank on getting the money but it’s what’s right on their part. It sucks not knowing if a company is choosing to be dishonest.

Captain jack, is this where you make me wait another month and a half and then finds a reason to cancel it again? There was nothing wrong with the last request and you still canceled. You can try to say there was, but I checked for accuracy like 4 times. I feel very frustrated because I feel like I have a 20% chance of ever getting it. That is based on reading the reviews.

I received the payment! Thanks for the help

Dear riserjess,

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,

Michal and Casino.Guru