Captain Jack Casino - The player struggles to verify his account.

Captain Jack won't verify my kyc documents or email me back about them. I used a bonus code for free spins and completed the wager requirements with the max cashout -100. When I try to withdraw it claims I'm not verified and to send in documents. I have sent the documents in several times as well as emailed them about this situation with no response. I still get promo emails from Captain Jack just nothing from support or anything to do with my documents. My money has been sitting there for nearly 2 months!

Hello cliffordgoodman028,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I sent my documents September 11th, and two other times after. No response from Captain Jack. None of the documents I sent have been approved as far as I know

The casino has never responded to my emails.

Thank you cliffordgoodman028 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello cliffordgoodman028,

 

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

 

I'd like to invite Captain Jack Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

 

Thank you.

 

Best wishes,

Tomas

As far as I can tell Captain Jack claims to have a phone number but it loops a message and won't let you proceed. It claims to have live chat but that is non existent. They don't respond to emails. Yet they pump put new promos attracting new players like me. I think they're just hoping I'd forget about it. They have no excuse at this point.

The first date verification was sent was September 11th verified by this screenshot.

Greetings all,

I've reviewed the submitted documents and they are quite blurry cliffordgoodman028, the tools used to verify the legitimacy of the submitted identification documents require crisp images fully illuminated with no motion or other types of blur.

I know it's a little frustrating but if you could re-take the same images clearly and also make sure they are not flipped around (these are all reversed mirror images) it would be much appreciated. Let me know when you have them submitted, I'll have a look then make sure they are reviewed promptly so we can get this show on the road for you.

Best wishes,

Nick and Captain Jack

Ok great I'll send a copy of my passport. What else do you Need? Was my address verification ok?

Dear all, thank you for your cooperation.

cliffordgoodman028, could you please keep us updated on any developments?

Let us know once your documents are verified.

Thank you.

Kind regards,

Tomas

Ok I've resent a copy of my passport. Just waiting on Captain Jack to verify.

Thank you, cliffordgoodman028, for confirmation.

Please continue to keep us updated on any developments.

Kind regards,

Tomas

They still haven't verified. I'm also having this issue with an inclave related casino called Slot Madness. I have a withdrawal to make and no response to email,disconnected phone,and no live chat.

Dear cliffordgoodman028,

Please give the casino a little bit more time. Hopefully, the verification is in progress now.

I will extend the timer for the casino for an additional 7 days. I believe we'll be hearing from them soon.

 

Best wishes,

Tomas

Dear cliffordgoodman028,

The casino has provided evidence confirming that you have breached the terms and conditions of the bonus by repeatedly claiming free bonuses while having no deposit made.

It is very common for casinos to place such restrictions on free bonuses, and while we feel it would be best if these restrictions are enforced by the casino software, this is not currently the industry standard.

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved.

The complaint will now be rejected.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Kind regards,

Tomas