Captain Jack Casino - Player's withdrawal through Bitcoin has been delayed.

I had the casino wipe out any bonus winnings from any previous log ins and start me at 0.00. Then I made a deposit no problem . After a day or two playing I decided to get my documents in order and cash out. 700.

They sent me an email asking for my Bitcoin address and I sent it, that's the last I've heard. I have done everything right, and they just are not paying me. I've had no response to my last 2 emails. I've been patient, I really enjoyed playing, the casino has great daily specials, and the chat is friendly. I'm very disappointed by this. I have saved all the correspondences and screenshot any conversations I had with the chat. I will enclose all of these and they also gave me a case number which I did not know why I needed a case number all I wanted was payment I didn't want a case but here it is. 153948385. I Appreciate help with this thank you very much.

Hello cariacker6,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Captain Jack Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Since when is the verification and payout pending? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Okay I was verified on April 26th. I requested a payout on May 1st. I requested a review on May 7th to see if there was a problem. I got an email back on May 12th from Maggie Nicholson asking me to verify my Bitcoin address. I attached my Bitcoin address to that email and sent it back the next day. And that is the last correspondence I've had with them. I've emailed them again a few days after that and have heard nothing. I got and automatic email giving me a case number and stating that they had a high volume of customers to support staff and I should be hearing within 72 hours and it's been like 10 days.

I'm able to send you screenshots of all my correspondences including the original one with the chat back in April if needed, as well as any Bitcoin receipts from block chain.

Thank you

Cari Acker

Hello, it's now the 24th and has been over 3 weeks since I've requested payout. But I forgot to show you the bogus "congratulations" email I received...

Anyways, thank you again for checking into this for me.

Thank you cariacker6 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear cariacker6,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Captain Jack Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

I received this email this morning.

But as of yet no deposit.

I will let you know if it happens.

Sincerely,

Cari Acker

Greetings all,

I reviewed the situation earlier in the week, had the requested withdrawal approved for you cariacker6 and have now escalated directly to the payouts department for express payout via Bitcoin. Let us know when those funds come in!

Best wishes,

Nick and Captain Jack

Okay I received the email yesterday, but so far no funds have been deposited into my Bitcoin wallet. I will let you know when it happens if it happens. Thank you very much.

Cari Acker

Dear cariacker6, could you please confirm once you have received the payment?

Thank you, I checked my Bitcoin wallet and received the 700.00.

Thank you C.G.!

Cari Acker

Dear cariacker6,

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,

Dominika

Casino.Guru