The player from the United States requested a withdrawal three weeks ago, with one approval for $2500 on 8/29. Despite being told it was marked as a priority and would take 3-7 days, there has been no update or response from the casino after multiple inquiries.
Captain Jack Casino - Player's withdrawal has been delayed.
Amount: $6,036
Captain Jack Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for casino to reply
5d 10h 27m 51s
Case summary
2 days ago
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6 days ago
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.
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6 days ago
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
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6 days ago
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.
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2 days ago
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.
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2 days ago
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
Captain Jack Casino has 5d 10h 27m 51s to reply
Mirka is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
