Captain Jack Casino - Player's withdrawal is delayed.

Sehr geehrtes Casino Guru Team,

ich habe vor ca 1 Monate eine Auzahlung bei diesem Casino angefordert und Wochenlang keine bekommen.

Daher hoffe ich das Sie mir weiterhelfen können.

mit freundlichen Grüßen.

Dear kjfj2wrvz4,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month 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

Dear kjfj2wrvz4,

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.

Hallo,

entschuldigen Sie die verspätete Antwort.

Ja meine Auszahlung wurde immer noch nicht bearbeitet. Ich habe ein wenig recherchiert und herausgefunden das einige das gleiche problem hatten und bei anderen hat es Funktioniert. Mir wurde nicht mitgeteilt warum mein Geld noch nicht ausgezahlt wurde. Meine Identität habe ich für die Auszahlung bei dem Casino bereits bestätigt.

mit freundlichen Grüßen

Thank you, kjfj2wrvz4, for getting back to us.

• Could you please advise if your winnings were accumulated with or without an active bonus?
• Which payment method you opted for to have your withdrawal processed?

Ich habe es bekommen, da ich für den No deposit Bonus die Umsatzbedingungen erfüllt habe.

Die Auszahlungsmethode ist Bitcoin

If you accumulated your winnings purely from a free bonus, could you please advise if you placed a minimum deposit to verify your payment method? Thank you.

Ja ich habe 10$ in btc eigezahlt um die Zahlungsmethode zu überprüfen.

If your account was previously verified, you made the necessary minimum deposit for the payment method verification, and you still haven't received your winnings, the only potential reason for the delay in withdrawal that I can think of is whether you have redeemed any free bonuses from this casino in the past. Could you please provide clarification on this matter?

Ich habe in diesem Casino zum ersten mal in meinem Leben gespielt und mich auch zum ersten mal in meinem Leben auf dieser Seite Registriert. Daher ist es nicht möglich das ich den Bonus vorher schon einmal eingelöst habe.

mit freundlichen Grüßen

Thank you very much, kjfj2wrvz4, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Vielen dank 🙂

Hello there,

Thank you kjfj2wrvz4 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Captain Jack Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Apologies for the delay, I have been out of the office for the holiday. I just reviewed the account and according to the terms and conditions of the casino players from Germany are not allowed to cash out on free welcome chips however it appears there was a Bitcoin transfer yesterday for $24, I will need to have the situation reviewed by the requisite department. Once I have further information I will update here.

Best wishes,

Nick and Captain Jack

Greetings all,

I am still waiting for additional information, thanks so much for your patience and understanding.

Best wishes,

Nick and Captain Jack