Complaint #329 Captain Jack Casino

A year of excuses

By Anthony

3 weeks ago

I played this casino about a year ago, and have been fighting to get a payout of my winnings.

I was initially told that the bank I used to fund my account, could not be used to pay out.

So was told to open a < bank names removed >, provide bank numbers, statement activity, and proof of address. Which I did. Was then told the accounts could not be verified, but not told why.

I asked for a call from the management, that never happened

I asked for the specific reason the accounts couldn't be verified, they couldn't tell me.

I asked for contact info for the verification company, they told me they couldn't give that info to me.

Then this morning I was told they do not have a list of banks that they can validate.

This whole process has been awful. I have saved all emails and messages from the past year as proof that they have been unwilling to help, but want me to open a 3rd bank account. Which I refuse to do. I have sent enough of my personal info to them.

They also told me their payout info is on their website. On there is states they can do checks. When I told them I want a check, they said they don't do checks.

I'm tired of the runaround and would like to get my payout.

Disputed Casino Captain Jack Casino

Reason Delayed payment

Amount $6500

Discussion

AskGamblers

• Support Team

1 week ago

Dear @anthony0284,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Captain Jack Casino

• Representative

1 week ago

Hi Anthony--

Unfortunately, our processor is unable to issue wires to the accounts you've provided to us. Additionally, we are no longer able to issue checks to players.

Please request your withdrawals again through the casino cashier. From their, the Withdrawals and/or Documents department(s) will be able to help you further.

I absolutely understand your frustration with all of this, however, I'm confident this will be resolved for you.

All the best,

Tawni

AskGamblers

• Support Team

2 weeks ago

Dear all,

Kindly note that the AskGamblers Complaint Team has just extended the response timeframe for another 96 hours in the hope that Captain Jack Casino management will soon provide an update regarding this complaint.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Captain Jack Casino

• Representative

2 weeks ago

Hi Anthony--

I'm not in the office for a few more hours--as soon as I get in, I'll look into this and get back to you.

Tawni

Captain Jack Casino Complaint Stats

Resolved 215 / 221

Avg. Amount $3,375

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Captain Jack Casino Complaints

See all complaints for this casino

Canceled and denied withdrawal without explanation

I am requesting assistance obtaining a $1,901 withdrawal from Captain Jack Casino.

On August 2, 2026, I submitted a $1,901 CoinDraw withdrawal under Master ID #81143989. On August 6, the request was recorded as canceled under Event ID #158050447. The transaction page states that I canceled it, but I did not request or voluntarily authorize the cancellation.

After speaking with customer support, I was repeatedly assured that my withdrawal would be processed. A replacement $1,901 request was then denied on August 12 under Master ID #81332658 and Event ID #158319172. The denial included no specific reason, supporting account activity, or Terms and Conditions provision.

This also followed a $1,653 CoinDraw withdrawal denied on July 26 and a $1,500 Bitcoin withdrawal canceled on July 12. I have repeatedly contacted the casino and have been told that payment would be handled, but I have not received my winnings or a clear explanation.

I am requesting that Captain Jack identify the specific basis for the cancellation and denial, reinstate the original August 2 withdrawal date, and process my $1,901 withdrawal, subject only to the published CoinDraw processing fee.

I can attach screenshots of the relevant transaction history and can provide support conversations and additional documentation on request.

3h left

$1,901

Owes me more than 17K

I've played there since July 2025. I won a bit early on and was paid slowly. I was OK with that, but it got slower and slower. Now it has stopped. There has never been any issue about account verification or btc address.

I'm now owed $17439

Here's a list of my pending withdrawal requests:

3/26/2026 $2499

3/26/2026 $2500

3/26/2026 $2140

4/21/2026 $2500

I've been on chat half a dozen times in the last two months simply trying to get one of the March 26 requests approved.

The chat operators are always cordial and even act apologetic. they tell me every time that they are escalating and even re-escalating my request for that single approval, but nothing has happened. I am trying to be patient, but I am in my 70s. I'd prefer to be paid while I am still alive! I get the feeling that the chat operators are good people but I guess they are powerless.

Thank you for listening!

With Respect,

9h left

$17,439

Delayed payment at Captain Jack

I have two withdrawals requests that are still unpaid. The first was requested on 7/8/2026 in the amount of 1398.00 USD and the second one is in the amount of 1200.00 USD requested on 7/10/2026. Both of them should already be paid by the casinos terms and conditions yet here I am having to do this again. I would greatly appreciate some assistance.

Resolved

$2,598

Capatain Jack Casino - Withdrawal pending after completed verification 72 business hours expired

I requested a withdrawal from Captain Jack Casino.
Identity verification was requested January 14, 2026.
ID submitted January 23, 2026.
ID re-submitted February 4, 2026.
Casino claimed front image required correction.
Corrected front image submitted February 19, 2026 at 9:51 AM.
Casino stated review may take up to 72 business hours.
72 business-hour window expired February 24, 2026 at 9:51 AM.
No verification confirmation has been issued.
Only automated acknowledgments received.
Withdrawal remains unresolved.

Rejected

Captain Jack Casino not paying out or responding

Hello. Back in December of 2025, I won some money at Captain Jack's Casino. I successfully completed verification decided to cash out with Litecoin. The site requires you to make a $10 in Litecoin to verify your wallet/account, so I did that, but the site never paid out. When I contacted their customer support, I was told that I needed to resubmit my verification because my ID was cropped and that I should see a place to do so on the site, but the site still showed that I was successfully verified. There was nowhere to submit this information and the online chat function wasn't working. I had to resubmit my verification via email, but still haven't received 1. a response, 2. my payout. Since then, I've tried repeatedly to contact customer support via email, but no one responds. Can you help me, please? Screenshots included.

Thank you,

< first name removed >

Resolved

$104

No payment of winnings

I had received a bonus through my email. I went to Captain Jack’s and I played that bonus. I won $1700. I had enough money in there for the bonuses stipulation which was to pay back the percentage percentage of the bonus. I then myself then I tried to withdraw the funds and they said my bank was not allowed was not able to receive the type of wire transfer, which was false. I checked with my bank, I spoke with them. I then continue to speak with them for a few days fighting over whether my withdrawal would be made. Then I received an email stating that my withdrawal had been successful and that I should be receiving the funds and then I spoke with their customer service again, and then they said that my account had been closed and in and everything was right in line with their terms and conditions that I should’ve been paid out and that there was no real reason for them to close my account. I believe that it was unfair and that they possibly tried to fraud me out of my money. I have documentation of all emails and conversations with the support team.

Unresolved

$1,100

Delayed payment large payout

It seems to be a recurring theme with Inclave casinos, every time I have a big win it's like pulling teeth to get the payment out on time. The T&C that i agreed to states that the withdrawal with be approved in 7-10 days and then processed in 7-10 days. Whenever I bring it to their attention they say it will be expedited and then nothing comes of it. I made the withdrawal request on 12/16 today is 12/26, and I have not been sent out for approval. Please help me get my $14,500 in winnings

Resolved

$14,500

I submitted a withdrawal request 10/01/2024 in the amount of $499.93

I submitted a withdrawal request 10/01/2024 in the amount of $499.93.

Withdrawals should be approved within 10 business days and it wasn’t so I contacted support.

They asked me to give them a bank statement for the last month so I did. Five days went by and still nothing so I contacted support again. Now they are telling me it’s not approved because there isn’t a lot of activity on the bank statement.

I really would love to understand how the activity on my bank account is their business.

I have been a player for many years on and off VIP still VIP 3 in Dreams and was VIP2 in Captain Jack just before this withdrawal.

Assistance with this matter would be much appreciated!

Resolved

$500

Delayed payment at this casino as well

On July 31, 2024, I made 2 withdrawals totaling $4,514.80. My first withdrawal for $2,500 was split in half. I received $1,250 on 8-31-24. The second withdrawal for $2,014.80 was paid on 9-17-24. I am still waiting for the second half ($1250 now dated 8-15-24) of the first withdrawal to be approved and paid even though it has been supposedly escalated several times. I am requesting an escalated payment for $1,250 since it is way over due.

Resolved

$1,250

All of a sudden i could no longer login to my account

Captain Jack Casino seems to have locked me out of my account after sending them emails regarding receiving my payout of $111 I did all the necessary verification's to receive my payout and was waiting to hear back about what to do next when all of a sudden i could no longer login to my account. I sent the pictures of my ID and sent them the $10 in Litecoin they required. When more than a week passed I attempted to contact them again, they gave me the old 72 hrs. run around again because high volume of incoming email blah blah blah. My supposed case # 154082162 and I'm wondering if anyone can help me resolve this issue.

Resolved