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

Submitted 3 withdrawals on 8/19/24 one was approved for $2500 on 8/29 I’ve reached out to finance and was told that it was being marked as "priority and they may need 3-7 days" well still have not received anything yet have tried reaching out a few more times just for an update and haven’t gotten any response also reached out to the casino live support and just keep getting told that they were escalating the issue and I’d receive an update in 24-48 hours which I have not gotten any sort of update. hoping you guys can help me out and get some sort of answers I really don’t wanna be waiting months to receive the funds if at all.

Dear Tfraley123, 

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?

Could you please confirm that you have passed the KYC verification?

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

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

Hi Veronika, I have passed the KYC successfully yes.

i have not had any other withdrawals in the past from this exact casino I have had though a couple successful withdrawals from sister casinos (silver oak and royal ace) and I do also currently have a other withdrawals in process with other related casinos (coolcat, wild Vegas and palace of chance) and have not yet received any of my winnings yet from them either.

I did play with a deposit bonus but I completed all play through requirements.

Thank you very much, Tfraley123, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear Tfraley123,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Captain Jack Casino representative to join this conversation.

Dear Captain Jack Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Greetings all,

I have reviewed the situation and I see that two payments (2x $2500) have been sent to our 3rd party payment providers for disbursal as bank wire transfer. Generally speaking we are looking at 3-10 business days on delivery however there appears to be a delay on the first payment with our 3rd party. Finance has spoken with them and we have been assured we should see delivery of funds in the coming business days, with any luck both should be arriving shortly. Please confirm when these two payments have arrived Tfraley123 and I will escalate the final amount for payout on your behalf.

Best wishes,

Captain Jack

Dear Tfraley123,

Could you please confirm, if you have received the withdrawals?

Thank you.

Looks like I just received one of them the other 2 I have not gotten

Just wanted to update that I still have not received the second one yet

Dear Captain Jack Casino,

Could you please specify a timeframe, in which the player can receive his remaining withdrawals?

Thank you.

Just wanted to update again that I have received one more payment today for $2500.00 so there is one more left to go

Greetings all,

I just checked and for some reason the withdrawal had yet to be approved, I have submitted it for express review. We'll see if I can get payment out to the 3rd party tomorrow for you Tfraley123, no promises but I'll do my best.

Best wishes,

Nick and Captain Jack

Thanks nick!

Dear Tfraley123,

Could you please confirm, if you have received the last withdrawal?

Thank you.

Hi Mirka I have not received the last one yet!

Any update on this yet nick?

Dear Captain Jack Casino,

Could you please confirm, if the player's withdrawal has been sent from your side?

Greetings all,

The final payment was issued to our 3rd party payment provider for disbursal as a bank wire transfer earlier today, as a general rule we are looking at 3-10 business days on delivery with bank wire transfer.

Best wishes,

Nick and Captain Jack

Dear Tfraley123,

Please notify me, when you receive the mentioned withdrawal.

Thank you.

hi everyone just wanted to let you know I have received the funds

Dear Tfraley123,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka Daisy 

Casino.Guru