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

2 months ago I requested 2 withdrawals of $ 2,500 each, so far it is still in process, they only tell me that they are going to scale but that has not worked so far

Dear San Juanita

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

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

Best regards,

Petronela

Good morning, thanks for your help, hopefully we will have an answer soon!

Thank you very much, San Juanita, for your reply. I will now transfer your complaint to my colleague Viliam 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 San juanita,

I looked at your complaint and will do my best to help you. I would like to invite Captain Jack Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello, good morning, until today I have not had an answer, they only tell me that it is in process

Greetings all,

I've reviewed the situation and will do what I can to assist on this end of course. 🙂

It's been some time since we confirmed your payout details San Juanita, one of my agents will be reaching out to you to confirm these details (you have currently selected physical check for withdrawal). Watch for that email, confirm the necessary information and I should be able to get things moving for you.

Best wishes,

Nick and Captain Jack

hello good morning, for what day should i wait for the email? A question! Has the withdrawal been approved?

What should I do? The casino is asking me to cancel the withdrawal and request it again

I have received the email from the casino representative and I have already sent the information they are asking for. I also received another email saying that they received the requested information. Now I hope it can be solved in a short time

Excellent,

Received and updated in your casino account. Thanks so much for you cooperation San juanita, I'll see what I can do to get things moving for you.

Best wishes,

Nick and Captain Jack

Good morning, how many days should I wait for the approval and sending of my withdrawal?

For the representative of the casino captain back, I see that only one of the withdrawals was approved, can you tell me when it was approved, remember that several months have passed since the request of both.

Hello everyone, I see in my casino account that only one of my withdrawals has been approved. My question is until when will the pending one be approved?

Greetings all,

Just an update, the first payment has been issued to our 3rd party for disbursal as a physical check. Once the check is available with the courier you will receive an email with the tracking information to facilitate delivery San juanita. Be sure to physically deposit the check directly into your bank account.

Once the check has been delivered, deposited, and cleared by your bank I can go to work on getting the next approved and paid out for you so keep me posted San juanita.

General delivery time for a physical check is between 3 and 10 business days.

Best wishes,

Nick and Captain Jack

Good morning everyone, I understand thank you for the information and your representative help, I will wait for the mail. Have a nice day, blessings

Dear San juanita,

let us know when there will be something new.

Hello, good day, yes of course at the time of receiving the email with the tracking number, I know I know, thank you very much for helping me blessings

Hello good morning, just to let you know that I have not received my withdrawal tracking number yet.

Villam I have not received the tracking number yet, I will let you know as soon as I receive it.

Hello good morning, just to let you know that I received the email with the tracking number of my withdrawal thanks for your help

Good evening, just to let you know that I received my approved retirement check, thank you for your help! Now I await the process of the second withdrawal in question.

Dear San juanita,

thank you for informing me, keep me updated, please.

Great to hear San juanita,

Now please deposit the check physically into the approved bank account, once the check has cleared with your bank please inform me and I can attempt to move forward your next payment.

Best wishes,

Nick and Captain Jack

Hello, good morning, the check has been deposited and credited to my bank account Thank you for your help, now you can start the next withdrawal

Hello, good morning everyone, can I know when the process of my next withdrawal of $ 2500 will begin?

hello Good morning, blessings to all! It's been a few days since I received my withdrawal, but I still have no response from the casino about the process of the next withdrawal of $ 2,500.00

Hello, good morning everyone, days go by and I still have no response from the casino.

Thanks for the confirmation San juanita,

I'll see what we can do to get that next payment out for you.

Best,

Nick and Captain Jack

Hello, good day, okay Thank you for your help, I will wait for your answer!

Hello everyone, my withdrawal of $ 2,500 has been approved, now I will only wait for the days required to deliver it. Thank you all and blessings.

Dear San juanita,

let me know when you'll receive the rest of your winnings, please.

Hello, good day, of course if Viliam I will notify you as soon as I receive it, thank you.

Yes, of course, I will let you know, thank you for your help.

Dear San juanita,

you don't need to answer when I set the timer on you, it has to be done. Please, answer when you'll receive your winnings.

Thank you for understanding.

Okay Thanks for the information

Dear San juanita,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint. If you'll not get your winnings just let me know and I'll investigate with the Casino representative.

Hello good morning, I am waiting for the tracking information for my earnings I still have no news

Hey all,

I had a look and we have yet to receive tracking information from our 3rd party as well, doing the math it really shouldn't be too much longer here but let us know San juanita.

Best,

Nick and Captain Jack

Good morning, many days have passed and I still do not receive the tracking information of my earnings, as soon as I receive it I will let you know.

Hello, good morning, yesterday the days required for the delivery of the tracking number of my earnings were fulfilled, is there anything else I can do?

Greetings San juanita,

I did some inquiring and there are currently no reported delays on check payment, from what I can tell there is currently nothing to be done aside from be patient a bit longer and it should come in.

Best wishes,

Nick and Captain Jack

Hello, okay, how many more days will I have to wait for it to arrive?

Hello, good morning, inform me with customer service and they tell me that it is 7-10 business days for the funds to be sent. According to my accounts, if it was sent to said department on 10/25/2021 then 13 business days have passed, now tell me, Mr. Nick, how many more days do I have to wait for my funds to be sent? Thank you and have a good day.

Greetings San juanita,

Certainly physical check as a payout method (especially in this day and age) is less than ideal. We use 3rd party payment providers to receive and deliver funds to and from our players and we are subject to their timeframes much the same as you are, it can at times be frustrating. The good news is that they are extremely reliable in the general sense, once payment has been placed they will deliver. The bad news is we have no control over nor knowledge of exactly when this will be.

I do apologize once again for the delay however at this juncture there is nothing to be done except to be patient, with any luck you will receive the email with courier tracking information shortly.

Best wishes,

Nick and Captain Jack

Hello, thank you very much for the information. Certainly I just received the email with the tracking number of my earnings, I will inform you once that I have received the check and it has been deposited into my account once again, thank you for your help, blessings.

Hi everyone, just to let you know that I received the check but was unable to get the funds as it will be left in collection for 6-8 weeks.

Hello, good day, today I spoke with my bank and they advised me to speak with the casino to let them know that the check they sent me cannot be deposited into my account, it is necessary that they send a check with funds of United States currency, they can send me a different check oh make a bank transfer? Otherwise it may not be possible for me to get my funds.

Dear Nick and Captain Jack Casino,

can you explain to us why San juanita is not able to get her winnings, please?

Greetings all,

There is documentation involved with the casino approving a player for check as a withdrawal method. The bank itself, the type of account, and a statement from the player that their bank does indeed accept international checks are among these. All this is to prevent this sort of situation.

We do indeed have on file such a statement from you San juanita.

One of my agents is reaching out to you to assist, please watch for and follow up with her email.

Best wishes,

Nick and Captain Jack

Okay I'll be attentive to my email, can you explain the continuation?

Hello, a casino agent contacted me and I am very sorry for the confusion, my bank has not completely rejected the check only that it was left in collection to extract the funds before they are deposited to my account, please do not cancel the check yet I contact you to let you know if it could be accepted or if it has been rejected.

Sure San juanita, let me know.

Sure yes, blessings

Hello everyone, Mr. Nick, Captain Jack Casino representative, can you please inform me if Wellsfargo Bank has withdrawn the funds from your bank? Please let me know if you have any news that is important to me, thank you and blessings have a good day.

Greetings San juanita,

We use 3rd party payment providers to both receive and send funds to and from our players. Payment was made by the casino to them at the time of initial payout. As to when your bank will release the funds to you that is entirely on your bank I'm afraid. We would have no way of determining this information. If the check is returned to you we can start working on a new method of payment (and stop payment to the check already issued), until then we can only be patient and hope your bank releases the funds soon.

Best wishes,

Nick and Captain Jack

Hello, good day, okay, Mr. Nike, thank you for that information, today I will talk to my bank and what can be done, I will keep you informed. Thank you and blessings.

Hello Good morning, I still do not have a response from my bank as soon as possible I will inform you what you let me know

Hello, good day, the check is still in collection and it may take 4-10 weeks to connect the funds and so you can make the deposit to my account, as soon as I have news I will let you know, thank you and blessings

Dear San juanita,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, good morning, I still have no response from the bank as soon as I have any information, I will let you know, thanks and blessings.

Dear San juanita,

I'll set the timer for 7 days, let me know if you will (even if you'll not) receive your winnings. In case you'll not receive them I need to extend the timer.

Thank you for understanding.

Hello good day, so are you thank you and blessings

Hello good morning, just to let you know that I am still waiting for the bank to collect the funds from the check that was sent to me, I will keep in contact with you thank you and blessings.

Hello everyone, good evening, I am just communicating to let you know that my bank has already released the funds and they have already been credited to my account, thank you very much everyone for your help, blessings.

Dear San juanita,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru