The player from Finland had been waiting for their withdrawal to be processed for over 3 months before submitting the complaint. After the casino was notified about the player's complaint, it became clear that the player was not eligible to withdraw the funds as these were accumulated using a sticky bonus which, in this case, meant that a large portion of the amount would have been deducted upon withdrawal, leaving the player with an amount lower than the minimum withdrawable amount, as per the terms of the claimed bonus. The player was advised to cancel the withdrawal request and continue wagering the amount to get a chance to increase their balance. There were no further updates from the player, therefore, the complaint was closed as 'Rejected'.
Captain Jack Casino - The player's withdrawal is delayed.
Amount: $619
Captain Jack Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
I have played in this casino and had some withdrawals there and here before. But for now, one of my withdrawals has been in pending mode from AUGUST. I have contacted live chat many times and asked a reason for delay. Everytime I have heard this same "We have sent this to our managament team blah blah" and nothing ever happens. I have lost my patience and I don't know any other way anymore because I think I have tried everything I can. 3 and half months for one withdrawal is not just acceptable. One of their chatters just cutted me out when I tried to ask once again reason for delay.
Hello Juhou,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would move forward in the case.
When was the last time you successfully withdrawn from the casino? Is your account currently fully verified? Did you use any bonus money to accumulate your current balance? Is your account still active and are you able to communicate with the casino?
Please also forward us any relevant proof or communication between you and the casino to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you out with your issue.
Regards,
Nick
Hi Nick.
I can't exactly remember when I received last withdrawal from them, because their site wont show any transactions more than 30 days ago. It was during the summer thought, because I had three withdrawals in line and if I remember right, this 619USD withdrawal was the largest one of the 3 withdrawals. Could be the second largest too.. My account has been fully verified, and live chat haven't said anything about being unverified. And they have asked my BTC-address also multiple times in live chat which seems odd, as I have already given my BTC address in withdrawal process. But I have provided my BTC account again and again nonethless. Still, nothing hasn't happened. I did use bonus, but I have filled the wagering requirements. I deposited with 200USD worth of bitcoin, and checked many times that my bonus wagering had been fulfilled.
I can still login to their site and communicate with live chat. But as I mentioned, I have tried to ask them many times in live chat that when is my withdrawal going to be processed, as it has taken so long already. Every time I just receive same answer that "we have sent this to our management" or "This has been escalated already, sorry for inconvenience." and then I hear nothing about them, even when once in September chat said that they are going to be in touch with me in 72hrs. Still nothing. That's why I am here now, because I couldn't think any other way anymore.
Thank you Juhou for the additional information regarding the case. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.
Wish you best luck.
Regards,
Nick
Dear Juhou,
I’m sorry to hear that your withdrawal has been delayed. I’ll contact the casino and try my best to resolve the issue as soon as possible.
I would like to invite Captain Jack Casino to join this conversation and participate in the resolution of this complaint.
Greetings all,
I've reviewed the situation and it appears the requested $619 was made on a deposit with deposit bonus cash amounting to $600 Juhoa. Deposit bonuses are non-cashable thus the requested withdrawal would be $19 after bonus removal, $81 under the minimum withdrawable amount.
My suggestion would be to cancel the withdrawal and play until you have the minimum withdrawable amount available then get back to me here and I'll be happy to assist.
Best wishes,
Nick and Captain Jack
Alright, so they are sticky.. Didn't know, I thought I red T&C page. Why nobody couldn't tell me this sooner in any point I asked what's wrong with the withdrawal?
Thank you, Nick, for clarifying the situation.
Dear Juhou,
I can’t answer your question, but my recommendation is the same as Nick’s. Please keep us posted on any news.
Dear Juhou,
Could you please update us? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.
Dear all,
Unfortunately, we’re forced to reject this case because Juhou stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.
The player can reopen this complaint anytime.
