Captain Jack Casino - Player’s withdrawals have been delayed.

I have had a approved payout for more than two weeks. I was contacted two weeks ago to verify my crypto address. I have contacted customer service multiple times and all I get told was delayed by the payment processor. When I ask to talk to payment processing department, I get told they are at lunch or in a meeting. My other 4 payouts are not approved yet and are just sitting in pending. I have attached screen shots of the requests and the one approval.

Dear buglew,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal attempt in this casino? Have you accumulated your winnings with or without an active bonus?

I have checked the casino website and it seems as if it is a VIP Room at some other casino. Is that right?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

 

Best regards,

Petronela

They have paid out one $2500. I am still waiting on the other 4. I was told in customer service chat they would not approve the next one until the first one is paid. It feels like a way of stalling. After 5 attempts to find out what the delays were this last time I was told that they would send the payment to the processor and the next day it was paid. Which tells me that the delay is with them and not the processor. They said 5-10 business days for approval and 5-10 for payment so the last on was paid on the 19th. So February 2nd is 10 business days so I guess I just wait and see.

To answer your questions it is not a VIP room at another casino. I have completed all the verifications they requested and have provided my crypto address for payment. They claim this casino is for VIP only as soon as I won and requested a payout more than a couple hundred dollars I no longer could use VIP coupon codes and lost my VIP status. The day that I requested $7400 in payouts was the same day I stopped being a VIP. When I asked why I was told just play more and deposit more and you be a VIP again. LOL. So, I used a few hundred of my winning and played more and now have $12500 in payouts. They have paid $2500 and now I am waiting on the last $10k,

I understand a bit better now. Thank you, buglew, for the clarification. Could you please advise if you received an invitation to join this casino or if they used to accept new players previously only by registering on their website? In regard to your withdrawals, let's wait if they will be processed as promised.

Invitation only

Could you please advise who sent you the invitation? Was it this casino directly?

Attached is a screen shot of the email I was sent. The first two payouts I had were processed very quickly and paid out within 4 days. I hit a jackpot on a NO RULES bonus. Ever since then getting the much larger amount paid out has been a headache. I got the first $2500 paid out on 12/19 but there still is $10,000 in unapproved payout just waiting to be processed. I have met all the ID verification requirements, play through (no rules bonuses only have 1x play through) and have paid back all the sticky bonus amounts.

I understand that the offer was sent to you by the casino but could you please advise who sent you the invitation to join this casino? Thank you.

I’m assuming it was the casino

Could you please forward the Invitation email to petronela.k@casino.guru? Thank you in advance.

Dear buglew,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional information:

I have been working with them and have got them to payout some of what they have owed me. But they still owe me $5602. When I was at chat today about this matter, the closing statement said thank you for playing at Captain Jack Casino. So I don’t know if that can help with this process.

I keep getting the run around.

Thank you very much, buglew, for getting back to us. 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.  

Hello buglew,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Captain Jack Casino to join the conversation and participate in the resolution of this complaint.

Dear Captain Jack Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Thank you Tomas for your help

I keep getting emails from the same VIP host for Posh Casino and Royal Ace. His name is Victor Lopez. He has called me several times, the most recent was 8/10/23. I asked him about the payouts. He told me if I wanted to get paid I should deposit and play more. But at the same time he offered me a 300% no rules bonus code with a promise of payouts in less than 48 hours. When I asked about the ones that haven’t been paid he said they would pay me eventually. Here are the screen shots of the emails from the same VIP host and the contact info provided. If you would like me to forward the emails to you I can do that as well.

We would like to ask Captain Jack 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 this complaint as ‘unresolved’.

Hi buglew,

I wanted to inform you that since Tomas, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Tomas possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Tomas will reach out to you at the beginning of the upcoming week.

Thank you for your understanding and continued patience.

Dear buglew,

I have tried to contact the casino repeatedly but had no success. 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,

Tomas

We’ve reopened this complaint at the request of Captain Jack Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Greetings all,

Apologies, I had some health related issues and wasn't available for some time while I was recovering. I requested this to be re-opened, Tomas was kind enough to oblige.

The issue here is the complaint does not relate to Captain Jack as a casino. There can be any number of different casino brands supported by this customer service group at any given time but they are not necessarily linked by anything beyond customer support. Posh Casino is it's own entity who happens to share some support networks with various other casino brands, Captain Jack being one of them. Much as your modern online shopping experience is most often many vendors represented on a central support platform (and you will receive advertising for much more than the vendor you are currently shopping with) the same can be true of the central support platform.

I have reviewed the situation and there are no issues relating to Captain Jack, if support is needed relating to a Posh Casino withdrawal it needs to be directed to Posh itself as the actions of Posh Casino do not directly relate to Captain Jack or any other casino brand supported by the customer support network.

I hope this clarifies things.

Best wishes,

Nick and Captain Jack

The only contact info I can find. If live chat doesn’t actually contact the casino and customer I service is not actually the casino, I hope that you can find a way to reach them.

Dear buglew,

Can you please confirm who sent you an invitation to Posh Casino?

Please attach a screenshot or any kind of proof (email, message, transcript).

Thank you.

Kind regards,

Tomas

Dear buglew,

Can you also show me who sent these emails to you? Can you provide proof that Captain Jack Casino invited you to play at Posh Casino?

Thank you.

Kind regards,

Tomas

I didn’t say that it was captain jack. When I was in chat with customer service they ended the chat with thank you for playing at captain jack. I sent you all the transcripts. I also have this voicemail. It states that posh and sunrise slots are part of the same group.

Dear buglew,

Thank you for the information. In this case, I'm afraid there is nothing we would be able to assist with. As the casino representative explained above, this complaint is related to a different brand - Posh Casino.

I recommend you try to solve the issue directly with their support, as we don't have them in our database due to being a VIP Casino that works on an invitation model.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas