Captain Jack Casino - Player's withdrawal is delayed due to account verification issues.

I requested a withdrawal on 9/7/2024 and am still waiting on the payout from Captain Jack Casino. I reached out to customer service after the 20 day waiting period & was told they needed to verify my address and was given a list of documents that they accepted (screenshots will be provided of every transaction or action mentioned) utility bill (gas/electric), telephone/cable/internet, insurance or lease/rental agreement dated within last 3 months.

I emailed my lease (dated and signed last month) & was told it was not valid as it wasn’t within 3 months, I talked to 2 more agents who all asked for the same documents, I continued to re send the lease that was clearly dated within their perimeters, I also explained that I could not send any of the other bills as my utilities are included in the rent (which is also stated in the lease agreement I sent them multiple copies of) so none of the other documents are In my name. After speaking to multiple agents who kept sending emails and requests thru chat for an "updated lease" (which I sent every time) I was then told I would only get my money if I submitted a utility bill in my name, as the casino wasn’t accepting lease agreements as verification AT THIS TIME.

Nowhere in any of the casino rules does it state a player has to submit a utility bill as the only form of acceptable address verification.

I complied with their requests, gave them a proper document from their list of acceptable forms of verification. I do not know why they aren’t accepting it, beyond they are giving me the run around.

Any assistance you can give me would be greatly appreciated as you came highly recommended by a friend who you helped.

Thank you very much.

Dear EWilliams23,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your home address seems to be the only issue?
• Could you please clarify if the casino approved the rest of your documents?

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,

Kristina

Hi Kristina,

Thank you so much for getting back to me so quickly. In regards to your questions yes this is the only issue, the verification of my home address, and everything else has been accepted as far as I've been made aware.

I would also like to add that I've made successful deposits via Bitcoin to this casino, which is another form of verification I've had to do with other online casinos for prior to withdrawal.

Thank you again

Thank you very much for your reply, EWilliams23. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They have been sent to you at. kristina.s@casino.guru

Thank you very much, EWilliams23, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello EWilliams23,

I'm Michal, and I have taken over your complaint. After reviewing your case, I understand the casino team’s concern that the rental agreement you provided does not meet their criteria. As a result, they have requested additional documents to verify your residency at that address. Do you have any other official documents in your name, such as a work contract, payslips, insurance bills, tax returns, voter registration, etc. that can confirm your current address? If so, please send them to me at michal.k@casino.guru. I will also reach out to the casino for further clarification.

We would also like to invite Captain Jack Casino to join the conversation.

Dear Captain Jack Casino,  

Given that the player is unable to present a standard utility bill due to all relevant services being encompassed within their rental agreement, could you please specify which alternative documents would be acceptable for your requirements?

There is no reason for them to want or need any more verification than what was sent but if they insist. I have sent you some more documents michal,k to the email you had gave. And thank you for your righteous work and help on this matter.

Dear EWilliams23,

I have received your email with the additional documents successfully. I will discuss this with the casino team if this would be sufficient.

Greetings all,

I had a look and indeed proof of address is still lacking in this case, I reviewed the submitted documentation and can see where the documents department may have had issues with your previously provided documentation.

That said, in order to move forward here we need to confirm all of the necessary information as requested by our documents department. Proof of address is all we are missing at this point.

I have spoken with the documents department regarding your case EWilliams23, since you have no utility bills in your name linking you to the address they will accept a utility bill for your living space in another name and a physically signed letter from the person who is on the utility bill. The letter needs to state that you live at the address and pay utilities to them. They will also require pictures (front and back) of that person's identification.

Hopefully this helps, let us know here when you have submitted the necessary documents and I will make sure they are reviewed in a timely fashion (then push things along with approvals and payout if I can). But until the documents are complete we are at a standstill.

Best wishes,

Nick and Captain Jack 

Thank you for your response Nick / Captain Jack team.

Dear EWilliams23,

As mentioned above, in this case, a utility bill for your residence in a different name will be accepted, along with a physically signed letter from the individual listed on the bill. This letter should confirm that you reside at the specified address and that you are responsible only for paying the rent and no other utilities. Additionally, photographs of that person's identification, both front and back, will be necessary as well. Please provide this to the casino team at your earliest convenience.

Dear EWilliams23,

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.