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

I made several withdrawals first one on May 23rd for 2500 2nd on May 24th for 2251 third on June 11th for 1500.i understand the last one nit being approved yet but I have given all required documents for verification and was told payments were approved just waiting final steps??? When asked what final steps I was told just part of process! This casino is notorious for trying to hold out on payments!

Hello sammijo1972,

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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was completely verified on June 6th. I had verified it in may 23rd when I made my first withdrawal with what was required but after waiting almost 2 weeks of hearing nothing from casino I spoke with someone who said they needed my bank statements so on June 6th I provided that. And I was playing all with real money! I last spoke to them yesterday but keep getting the same run around! Oh it's in the last stages! It's always that way with them!

this was my conversation today

Thank you sammijo1972 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi sammijo1972,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Captain Jack Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal requests, if all of them were processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I have received 2 of my withdrawals finally...waiting on the 3rd. Caption jack I understand it's a process but there seems to be a failure of communication on your end. Had I not kept asking then I wouldn't of known other documents were needed wasting almost 2 weeks! In the future if items are needed instead of having to get the run around maybe protocol should be you guys asking!!!!

Thank you for the updates, sammijo1972. Was your latest withdrawal request approved or it's still pending?

Greetings all,

I had a look and payment on the final approved withdrawal was sent to our 3rd party payment providers on the 22nd of June and should be forthcoming in following business days, generally it is within 10 business days (today would be the 7th) for bank wire transfer but can be a bit longer depending on transfer volumes.

Best wishes,

Nick and Captain Jack

Thank you for checking this, Captain Jack Casino.

Dear sammijo1972, please let us know if you'll receive the payment this week. Hopefully, it won't take much time.

Thank you I will.....I understand the time frames.just lack of communication on their part is truly frustrating.

Still no payment just keeping you in the loop

Still no last withdrawal!

Dear sammijo1972, have there been any positive updates after your last message?

No...they just keep telling me to wait!

this was my reply from them today!!!

Dear sammijo1972, thank you for the updates. If I'm not mistaken, today is day 13, but from our experience, it can take up to 14 business days for money to be credited. Please, let me know if there is any news by Friday evening (12.7.), and we will ask the casino representative here to look into the issue, too. You must also provide your bank statement as proof that you haven't received the money.

Ok thanks I'll do that!

I still haven't received it! Getting no where with casino. What info do you need from me?

Dear Captain Jack Casino, please be informed that the player hasn't received her funds though it's already been 14 business days. Could you please confirm if everything was processed from your side and provide any reference number for the transaction so the player could check with her bank? Let us know if the player needs to send you the bank statement to confirm no payment has been received in case it's required for you to take further steps in resolving the issue. Where can it be sent?

this is what they said today same as old stuff

Money received today thank you 😊

Dear sammijo1972,

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,

Natalia

Casino.Guru