Captain Jack Casino - Výběr hráče byl zpožděn kvůli ověření dokumentu.

I cashed out $100.00 from a no deposit bonus and met the playthrough and verified my documents already. I had the withdrawl pending for a week because I cashed it out on July 24th 2023 and nothing was said to me til I got back on today and saw that they needed me to reverify, but now since its August 1st 2023 they cant verify my documents because it runs out in 2 months but I already verified when it was still July. So they pretty much straight up screwed me out of my withdrawal now, which is complete crap.

Dear kifeman27,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Captain Jack Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if the casino justified the reason for requesting additional documents from you for verification?

Have you submitted the requested documents for verification already?

Was your withdrawal canceled or has the casino informed you the withdrawal will not be processed due to reasons you mentioned in your complaint?

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

Dear kifeman27,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.