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

Firstly, I created the account on Casino Website using no deposit bonus. When I won some money after playthrough, I deposited some money to verify my account and later deposit some more money to met the min withdrawal requirement that is 100$. Then, I requested the withdrawal on 17 Aug 2023, It's almost three weeks since the request, but the casino live chat keep saying they are escalating the case and soon the problem will be resolved. I don't know how much time it would take since they said it their usual processing time is seven days.

Dear Alpha4, 

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

No, it's my first withdrawal with this casino. Yes, I passed the KYC verification. I accumulated winnings with an active bonus.

Hi Casino Guru, I contacted Casino today again. And they replied the withdrawal can't be processed because of mixed up funds. For now, they told me to cancel my withdrawal request and made my deposit on hold so that I can withdraw my win amount first. I don't think it's complete resolution yet, but I think I have to wait until they approve the new withdrawal request and then release my hold deposit.

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here. Thank you.

Dear Alpha4,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.