Captain Jack Casino - Player’s withdrawal request is ignored by the casino.

I won $100 from $30 free chip on July 9 but there is no way to be in contact with them. I never got any response from them. I sent documents, proof of identification (ID card), selfie, bank statement... Still, nobody follow up my mails. I'm not a depositor yet. Could you help me, please?

Dear annickafits,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Nevertheless, I believe that a minimum deposit will be required from you in order to verify your payment method.

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

I fully understand and I agree with you. KYC is the most important thing in licensed casinos. So my account is not verified there. I'm waiting to be verified. They aren't responsive at the moment. Do I make a deposit firstly or not? Verification deposit amount is only $10 in BTC but minimum deposit in that casino is $30. I don't know what should I think about that.

I have checked the general bonus terms and conditions, and this is what I found (here):

Could you please advise how you activated the Free Chip? Was it available inside your casino account or have you received it from the casino directly in a promotional email or SMS?

I received a promo mail with free chip from this casino and sister casinos so I played. I know about extremely long withdrawals. However, I've got finally verified

You're right. $100 withdrawal was declined due a country restriction.

Poland is restricted country so my winnings will be denied but I still didn't received a refund.

In the past, we have encountered similar cases, and one thing remains consistent: our firm belief that if players receive bonuses from the casino under the impression that they can withdraw winnings from these bonuses, only to discover later that they are not entitled to do so, the casino should reconsider its position and honor the payments to the players.

Please check our Fair Gambling Codex:

If these bonus restrictions are not technologically enforced by the casino, players can get a bonus that they shouldn't receive, only to find out about the restrictions when the casino declines their subsequent withdrawal. This means that a player can play with bonus money, only to find out about the restriction if they win and want to withdraw their winnings. Just as before, players are essentially gambling with no chance to win.

If a player can claim a casino bonus, they assume it's theirs to play with. They have no reason to think that they shouldn't have received the bonus in the first place. This is why it is often very startling when they run into withdrawal issues because of this rule and its improper implementation.

Could you please forward the email offering a $30 Free Chip to petronela.k@casino.guru at your earliest convenience?

I received first mail from them at July 6 but I deleted this one. However I've received now a $50 free chip from them. In the past I was getting the same spam from sunrise slot, lucky legends, silver oak etc.

Thank you very much, annickafits, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi annickafits,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Captain Jack Casino to join this conversation and share more information regarding the case.

Can you please comment on the player's issue? If the bonus was offered to the player via email, and the player was allowed to claim it and play with it, despite the country restriction, we believe the player should be eligible to cash out the winnings.

Thank you.

Best regards,

Tomas

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.

Thank you so much!

Dear annickafits,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas