Captain Jack Casino - Refusing to pay legitimate winnings!

raffer United States
posted on February 19, 2016.

My final cashins amounted to $8,000..the casino showed these withdrawals as they are saying they were not allowed and credited my account for $ account history shows a manager approved amount of $7,938 .. but are now denying my withdrawal. I cannot attach documents because the financial history prints in all black

posted on February 24, 2016.

Hi raffer,

I'm so sorry--I just saw your complaint.

I'll be looking into this for you, first thing in the morning and will update as soon as possible.

All the best,


posted on February 27, 2016.

Any news?

posted on March 2, 2016.

This complaint has been reopened upon casino's request and we would really like to give it one more chance and help both parties involved to reach to a satisfactory resolution.

posted on March 3, 2016.

Hi raffer,

You began playing using coupon code 3060-FREECHIP.1995. As it clearly states, this is a FREE CHIP, which carries the standard terms and conditions of all our free chips:


Unless otherwise stated, the maximum withdrawal amount from any No Deposit bonus is twice the face value of the bonus. All free chips valued at or below $100 will come with a cash-out limit of no more than, nor less than, $100.
Additionally, you were mixing funds (redeeming comp points throughout your play), which is mixing funds. Please read:

While mixing deposits and a free bonus is not allowed, we are aware that this may happen from time to time. If, for whatever reason, you make a deposit while using a No Deposit Bonus(e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash-out of the no deposit bonus will still apply. Once you have completed your play with the no deposit bonus, whether by requesting a withdrawal (with any excess winnings above the maximum allowed cash-out being removed) or by your total balance reaching below $1, we will credit the amount of your deposit back into your casino account along with whatever deposit bonus you would like.

You would have only been able to withdraw a maximum of $100 with the free chip, however you played your balance down to zero.


posted on March 5, 2016.

Dear @raffer,

Are you satisfied with the casino's explanation, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.