Broken terms & withdrawal not credited

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.

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 $2500

3/26/2026 $2140

4/21/2026 $2500

4/21/2026 $2500

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,

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.

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 >

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!