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

First Im visiting California, I dont live here. I won 226.30 and adhered to the playthrough agreement. I tried to withdraw and submitted 3 different ID's and they wouldnt accept any of them. All of them government issued. Then all of a sudden I was blocked. But, they will still allow me to deposit money. I have screenshots of everything. I dont have any kind of VPN, nor am I in some third world country. I am US soldier.

Dear joandawson71,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you were blocked from requesting withdrawals, but you still have access to your casino account? Have you made any successful withdrawals before? 

Have you provided any other documents to verify your account? If yes, have they all been approved?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have never had the coupon restriction thing happen before. They send me free spins and I use them. They say no deposit necessary. I sent my Louisiana ID, my Dept of VA picture ID, and my military ID and all were rejected. My selfie was accepted. This is the first time I tried to do a withdrawal. I even tried to just play the money but they have banned me using the coupon restriction. I just want whats owed. Nothing more, nothing less. Why have my account and let me deposit but not play. Its all very shady.

Thank you very much for your reply, joandawson71. 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.

I have replied to the email you told me to respond to.

Please note that I asked for communication between you and the casino, not that you write me an email with everything that has already been posted here.

Have you tried contacting the casino regarding this issue? If yes, please forward the conversation to me. If not, please contact the casino as soon as possible.

I tried to respond and i am not allowed. When I call the casino phone number it says the number diesnt exist. The email comes back. So all i have us what insnet you.

Thank you very much, joandawson71, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, joandawson71,

I am sorry to hear about your trouble. However, before I invite the casino representative to join this conversation and participate in the resolution of this complaint, I would like to inform you about a few important things and ask you several questions.

I strongly recommend you contact the casino Customer Service via email by manually copying the email address and pasting it to the recipients list (or rewriting it) in the app you use for emails. I tried to send them an email, and it looks like it went through without a problem.

According to the screenshots you provided, it looks like you are a "Free Player", which usually means in this type of casino a player has not made any deposit yet and played only with No-deposit bonuses.

I recommend you read the casino's Bonus Terms carefully (available HERE, a bigger section "Rules").

In short, the maximum cashout from any no-deposit bonus is $100, BUT it is also prohibited to use multiple no-deposit bonuses consecutively, without making a deposit between them. Therefore, you are allowed to make a deposit. However, even if you made a successful deposit and verified your account, you would not have been able to withdraw the disputed funds because you did not made a deposit before the last bonus (in case there were more no-deposit bonuses used consecutively).

Have you ever made a deposit at this casino?

Was it the first no-deposit bonus that you used in this casino? If not, how many no-deposit bonuses did you use, or how many no-deposit bonuses were used before the last one, please?

How did the casino inform you about unsuccessful verification? Can you send me the communication where it was explained?

Feel free to use my email (branislav.b@casino.guru).

Dear joandawson71,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without providing the requested.

Best regards,

Branislav, Casino.Guru