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

My withdrawal and all documents were approved. I contacted Captain Jack to find out what was going on been 4 weeks. I was told that it was now denied due to inappropriate use of funds. I USED MY MONEY!!! I WILL NEVER PLAY HER AGAIN

Dear Erika,

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. Which payment method you have used to deposit funds? Have you used more than one method, or any joint bank account? Have you withdrawn any winnings successfully in the past? Additionally, if there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru. 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

Greetings Petronela and Erika,

I reviewed the situation for you, it's pretty painful and I understand why you would be upset Erika. What happened here is called "mixing funds." Mixing funds is when you have one type of playable cash in your account and you put another type of playable cash on top of it, in this case you had "insurance" or cashback as it's called in your account and made a cash deposit on top of that.

It is really important to make sure your balance is as close to $0 as possible before you add any additional funds of any variety to your account, be it a deposit or a bonus coupon. This is the result I'm afraid, funds which are often invalid for withdrawal or perhaps a big win with a maximum withdrawal amount which will not allow you to cash out the full amount of the win.

Given the circumstances the fairest thing for the casino to do is to give you the deposit back. In this case I see the deposit amount was reimbursed to your account and you played it.

Not the end that any of us would like to see, including your VIP host. I see here he credited you $175 as a loyalty chip as a bit of an apology, it is in your account currently and ready to play any time.

Best of luck on that chip, hopefully you can get a bit of a win on it or at least a good bit of fun.

Best wishes,

Nick and Captain Jack

Thank you very, Nick, much for the clarification.

@Erika, could you please advise if there’s anything else we could help you with? Thank you in advance.

Dear Erika,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.