Captain Jack Casino - Hráč má potíže s výběrem svých výher.

I have been playing this casino for a little bit now, and have deposited a little money. Well i hit a pretty good pot and because i was playing on a deposit bonus i had to ay it down. I went from over a thousand dollars down to 250 before it would let me withdrawal. I did a bitcoin withdrawal and i have given them every piece of info they required. Did this 3 maybe 4 times. Got the confirmation email stating that finally my account was successfully verified. Well its been 11 going on 12 days. Bitcoin takes 7-10. No help on the online chat. No response for 24 hrs since my confirmation. Im aggrivated.

Dear Charles,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Please could you confirm that this was your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Thank you very much Charles for your email. I have a few questions I would like to ask in order to understand the timeline completely:

1. When exactly has your account been marked as verified? (Correct me if I am wrong, but it seems that you sent your documents on Aug 12., and I don't see any confirmation or approval of your documents in your emails)
2. Since when have you been waiting for your withdrawal?
3. What status is your withdrawal request in? Is it marked as pending? Is it marked as processed?
4. Has the money left your casino account?

I understand this might seem like a lot of questions, but I would like to investigate the case step by step and by answering them I could get a better picture of your issue.

Additionally, I would like to ask you to reply directly to this thread in the future. This is the quickest and easiest way for us to communicate. Your cooperation in this matter is highly appreciated. 

Thank you very much Charles for your reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Charles,

I’m sorry to hear about your problem. I would like to invite Captain Jack Casino into this conversation. Can you specify where is the problem with player’s withdrawal, please? I will set the timer for 7 days so the Casino can provide a statement.

Greetings Kristina, Juli, and Charles,

Looks like all is order with your verification and payout method Charles, I've gone ahead and had the withdrawal request reviewed and approved for payout.

I should be able to get this out the door fairly soon for you, if there are any issues I encounter myself or one of my crew will be in touch via email.

Best,

Nick and Captain Jack

Once i receive the deposit i promise to give captain jack casino some positive feedback so this story has a happy ending. I hope that when you say fairly soon , it means like.... today

Still nothing.

Dear Charles,

My colleague Juli won't be available for a while so I'm here to help you in your case. Is there any update regarding your case? Did you receive your withdrawal?

Dear Charles,

We haven't receive any answer from you. Please note, if you will fail to respond to us within next 7 days, your complaint will be rejected.

Best regards,

Nick

We are now rejecting the complaint as the player is non-responsive.