The player from Canada had played at an online casino using no-deposit bonuses and subsequently made a deposit to facilitate a withdrawal. However, the casino had denied her withdrawal request, citing the use of multiple bonuses. We had reached out to the player for additional details and clarification but received no response. Consequently, we had to reject the case due to the lack of communication from the player, which prevented us from further investigating the matter or providing potential solutions.
Captain Jack Casino - Player’s withdrawal is being denied due to multiple bonuses usage.
Amount: 300 USDC
Captain Jack Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.5
Captain Jack Casino has a Safety Index of 6.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
Public
Public
10 months ago
Hey, so I used a couple of no deposit bonus. I played through the threshold, until I was able to withdraw funds. I made a deposit to provide the Bitcoin account as requested, however it deposited 40 dollars into my account. I asked about withdrawal processing times and they said I'll be denied because of using multiple bonuses. Please enlighten me as to the current situation. Thank you
Public
Public
10 months ago
Dear Jessyjay19o,
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.
I have checked the general bonus rules and this is what I found (here):
No Deposit Bonuses (Free Chips, Free Spins)
Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.
Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.
If you have recently played with real money, and the latest free bonus was activated after your real money play, kindly send any relevant supporting evidence 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
Public
Public
10 months ago
Dear Jessyjay19o,
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.
Public
Public
10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
