Complaint #310 Captain Jack Casino

Been almost 3 months trying to get payout

By br0mista23

2 years ago

Been almost 3 months trying to get payout. I was approved for CRYPTO payout as I paid 2X with CRYPTO. Weeks later I was told needed updated address verification via utility bill. I provided all documentation. Then I was told needed to provide banking information including wire transfer information. I didn't understand as I was requesting and approved for CRYPTO. I provided it anyways. Then I was told multiple times they didn't receive even though I added even I replied to email. I sent snap shot but was told they can't see that. I provided an additional time and now crickets.

Disputed Casino Captain Jack Casino

Reason Delayed payment

Amount $100

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Captain Jack Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

br0mista23

• United States

2 years ago

That's crazy. I had only used a chip like that when I 1st came back after receiving that in the mail. All the others would have been no rules. This is a scam to not pay the customers. Before if using a chip like that the money would have immediately been removed from my balance. So after all this and it telling me I had played through the amount needed and showed how much I was able to withdraw and was approved, now there was this mysterious chip that blocked my balance after my withdrawal was approved. You think people would jump through all the hoops I had to to cash out 100 bucks. You should have said something from the get go, in fact no one did. That's because it was legit withdrawal for $2500 but you guys found away to not pay. Very dishonest. Thanks for nothing. I attached my screen shot of approval money that was taken back after for everybody to see.

AskGamblers

• Support Team

2 years ago

Dear @br0mista23,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind 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

2 years ago

Hi Marty--

My sincerest apologies for not responding sooner...

Your payment was sent to our processor, 5/30: Paid $100 + no Service Fee for transaction #105707794 ($100.00). Our processor confirmed the wire was completed on June 1st, so I would expect the funds have already reached your account.

Regarding the disparity between the requested withdrawal amount and payment, this is because you built your withdrawal using a free chip. The maximum withdrawal of the free chip was $100, which is what was paid.

I wish you all the best,

Tawni

Captain Jack Casino Complaint Stats

Resolved 214 / 220

Avg. Amount $3,360

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Captain Jack Casino Complaints

See all complaints for this casino

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,

2h left

$17,439

A year of excuses

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.

85h left

$6,500

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