Captain Jack Casino - Player’s withdrawal was delayed.

The casino has been delaying payment with excuses of not supporting wire to my bank, yet they have transferred nearly $10,000 in the past. They gave me my first withdrawal via bitcoin, after my first withdrawal via bitcoin, I was informed that because I had not made a deposit with bitcoin, nor gambled with it, that I was unable to make a withdrawal via bitcoin again. First, they didn’t work with my bank, Huntington, then I tried Revolut Online Banking which supports international transactions, which also wasn’t supported, then I was told Bank of America would work, but that I would need a month of statements prior to withdrawing anything, which I do not have. Then my VIP representative suggested to withdraw via Bitcoin which I did. They claim because I did not deposit any money via Bitcoin, that my account is "inactive". They told me to deposit with Bitcoin and gamble a little bit. I feel like I am being forced to gamble away my winnings just to be able to withdraw my money via Bitcoin which seems to be the quickest way. This was all advised via Lucca, the VIP representative. Lucca also told me not to file a complaint because it would "do me no good". They also told me I was only allowed to cash out $30,000 out of my $39,000 winnings due to "bonus" rules which I accepted and was aware of. I would really like my money. They took money out of my account yet cannot support putting it in the same bank? It makes no sense. There was also fraudulent activity with my bank account 2 days after I won the jackpot and emailed them all my details for my banking and personal verification from my secure iPhone on a private connection. I just would like to get my winnings.

Dear gmccoy0402,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Captain Jack Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly your winnings of 39,000 are capped at 30,000 due to a maximum win condition of playing with a casino bonus?

Did the casino explain how much you are required to deposit with Bitcoin and how much you need to wager in order to be allowed to withdraw?

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Payment methods can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes I clearly understood the bonus when I claimed it was capped cash out at 30k and I am ok that the casino took over 9000 from my account. I won the jackpot on may 14th 2023. Also VIP Luca has not told me how much I have to wager to get my winnings. Luca assured me if I created a Bitcoin account I would receive my money within 72 hours. Needless to say it’s new 3 weeks and now u have to play at casino with Bitcoin. I would have t use my money from my checking to wager bc I am unable to cash out any monies from the casino. If u need anything else from please reach out

Dear gmccoy0402,

Usually, when a new payment method wasn't used previously casinos require a minimum qualifying deposit in order to allow the same payment method to be used for withdrawals. I haven't heard this being referenced as the account being 'inactive', however a requirement of such a deposit is a practice that is very common in online gambling. Some casinos require you to wager this deposit as well. If I understood correctly, in your conversation with the casino representative, you seemed to agree to make such a deposit. Could you please advise if you already deposited in the casino via Bitcoin?

I have not deposited at the casino with Bitcoin

i was told just keep playing

After correspondence from Cason guru I did deposit crypto today in my casino account to wager

Thanks for the update.

Could you please advise if you were allowed to withdraw your winnings following a Bitcoin deposit?

Please let me know if you need any further assistance. I'll await your reply.

I deposited Bitcoin Monday July 17th I have not received any winnings following g my deposit. Still denying my winnings as of today. July 20.th. I just want my winnings this is ridiculous. Going to soon be 3 months

Gina

I need assistance with receiving my winnings

Gina

Thank you very much, gmccoy0402, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

captain Jack did allow a withdrawal of 2500 after I wagered 100.00 at the casino. I would like to keep my case open with casino guru. I have many more withdrawals to receive 1 week at a time

Hi gmccoy0402,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Captain Jack Casino to the conversation to participate in the resolution of this complaint.

Ok that is ok with me. I would like to receive my winnings

Greetings all,

I've reviewed the situation and will see what can be done to assist. If anything further is required on the player end I will inform you here.

Best wishes,

Nick and Captain Jack

Hi all,

Thank you for your replies.

Dear gmccoy0402,

Please let me know as soon as there's news. I'll keep the complaint open.

I have not had any good news from casino. In fact they continue to tell me stories

I did receive another 2500 withdrawal thru Bitcoin last night. I have received 5 k still owed 25k

VIP told me a week ago he would escalate another withdrawal and it has not happened yet

Hi gmccoy0402,

Does this mean that you basically make withdrawals of $2500 a week as stated on the casino's website?

I have received 2 withdrawals of 2500 since may 14. I’m owed 25k. They are not approving 1 per week like the website says I think it’s ridiculous I can not obtain my winnings

It is stressful trying to get my jackpot winnings. Since May 14 goi g on 3 months. 90 days

Hi gmccoy0402,

Thanks for the update.

Dear Nick and Captain Jack Casino,

Is it possible to arrange the withdrawals at the rate of $2500 a week as displayed on the casino's website?

I did wager again last night to try to get another 2500. Still no approval for 2500

Still no approval as of today. VIP Luca told me on a chat yesterday I have to wager regularly to get 2500 approvals but that is not working for me either

Today. Luca advised me no more Bitcoin withdrawals because I’m not kerping my Cason account active. I wavered 100.00 last week bitcoin with no success of another payment. I am owed 25k. Luca stated I must wager often to use bitcoin. He suggested I open an account at Bank of America for wire transfer but would have to show 30?days of activity in my new account. The closest Banknof America is .40 miles from my house. The interesting fact is captain Jack took my withdrawals from my bank but now. They do t work with my bank. I don’t understand I’m very frustrated. I don’t think captain Jack has any intention of paying me my winnings

Thank you gmccoy0402 for the update. I completely understand your frustration and I don't really see any reason why you can't continue withdrawing your funds using Bitcoin.

Dear Nick and Captain Jack Casino,

Could you please explain what's going on?

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.

Peter

i really think the casino is not goiing to payout my winnings. I do not think I will get an answer. My V.I.p was matter of fact about Bitcoin he said it was finances decision. Is there anything else I can do to receive my money

Since the casino doesn't have a valid license I'm afraid there's nothing else we can do but wait for a response.

Peter

it appears according to my casino account 2500 was approved today. Bitcoin. Did the casino answer u I see that u extended 7 more days. Please do not close my case I have quite abut of money to still receive from captain jacks

Hi, I extended the time one more time since in most cases we receive a response. I also gave a nudge to the casino rep on Skype. Has there been any news since the last approved withdrawal?

No Luca Vip continues to say I have to wager with Bitcoin to receive my winnings. Or open a different bank account. I did wager with Bitcoin on 8/31. For 100.00 still no approval for another 2500 if my money.so ridiculous u have to beg for money that u win

Thanks gmccoy0402 for the update. Regrettably, it appears that the casino has ceased to respond altogether. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter