Captain Jack Casino - Player stuck with withdrawal problems since September 2023.

I have been trying to get a withdraw from this casino since September 2023. I used a no deposit bonus and followed all rules for the promotion. Once I completed the playthrough, they required me to submit a $5 Bitcoin deposit for verification which went through without a problem. Then I have kept asking for my withdrawal of my $5 + $112 over ten times between September 2024 and now. I have asked them multiple times to guarantee that the bonus was used correctly and that the withdrawal would go through. Every time, they said everything looked good on their end and to wait 2-10 business days.

Dear jonjonbo,

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.

• Could you please confirm that you have passed the KYC verification?
• Do I understand correctly you accumulated your winnings using a registration no-deposit bonus?
• Could you please share a screenshot of your withdrawal request as it appears in your transaction history?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.



As you can tell from this information, I have passed KYC verification, my withdrawals have been pending since January and approved in March.

I used a new player no-deposit bonus and completed the playthrough requirements.

I have provided the withdrawal request.

Thank you very much, jonjonbo, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.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.  

Hello jonjonbo,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Captain Jack Casino’s representatives to join this discussion in order to resolve this issue.

Dear Captain Jack Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Greetings all,

I had a look and I should be able to assist here, please contact customer service and confirm your Bitcoin address jonjonbo. Once we have a recent Bitcoin address on file I should be able to get thing moving for you.

Best wishes,

Nick and Captain Jack

Hi Nick and Captain Jack Casino,

Is the player's BTC address already in your system? Would it be possible to proceed with the withdrawal now?

Thank you in advance for your reply!

Jakub

Greetings all,

It is always preferable to confirm payout details through official channels (service, documents, or finance department) however I have gone ahead and escalated the withdrawal for payment using what is currently available, the Bitcoin address is the same (confirmed above) as previously submitted so hopefully that will be sufficient for payout. We will see. Let us know when the funds arrive jonjonbo.

Best wishes,

Nick and Captain Jack

Hello everyone!

Thank you, Nick, for providing this information and for expediting the process!

Dear jonjonbo,

As the casino has stated, your withdrawal is about to be processed soon. Please inform us when you receive your funds in your BTC wallet.

Thanks!

I have received the funds. Thank you to everyone for helping me resolve this issue.

Dear jonjonbo,

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 patience, 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,

Jakub