Canceled and denied withdrawal without explanation

I am requesting assistance with an unresolved withdrawal of approximately $2,500 from Captain Jack Casino.

My account currently shows a Withdrawable Balance of $2,500.19, with a Bonus Balance of $0.00 and a Playthrough Balance of $0.00.

I provided Captain Jack with the requested identification, proof of address, banking information, and bank statements. My account ending in 7034 is my only bank account. I was initially asked to provide a bank statement showing sufficient transaction activity, and I subsequently provided an August statement that met the transaction requirements communicated to me.

Captain Jack later informed me that my account ending in 7034 could not be used for the withdrawal. When I asked for the reason, I was told that the Finance Department was unable to provide any further details and that I needed to provide an alternative bank account.

I explained that I do not have another bank account. I was then told that I would need to open a new bank account and establish account history and transaction activity before it could be considered. A representative later confirmed that obtaining a new bank account was the only available option.

I also asked about receiving my withdrawal by check because Check appeared as an available withdrawal method in my cashier. However, Captain Jack support informed me that Check was not actually available and that alternative wire details were required.

I filed a formal complaint with Captain Jack Casino on August 19, 2026 (Case #155855027). More than 30 days passed without a substantive resolution.

Captain Jack subsequently directed me to the Central Dispute System (CDS) for dispute escalation and provided me with the CDS website. However, when I accessed the exact link provided by Captain Jack, it returned a 403 Forbidden / Access Denied error. When I requested another way to contact CDS, Captain Jack support confirmed that they did not have a separate CDS email address or alternative contact method and that the CDS link was the only access point available.

Captain Jack later stated that $160 would be deducted as a non-cashable match bonus. However, the bonus had already been used during play before I accumulated my current withdrawable balance. My account now shows $2,500.19 as withdrawable, $0.00 bonus balance, and $0.00 playthrough balance.

I have cooperated with the verification and banking requests, but I still have no functioning withdrawal method. I am asking AskGamblers for assistance in obtaining a workable withdrawal method for my $2,500.19 withdrawable balance and clarification from Captain Jack regarding the proposed $160 deduction.

I’ve deposited thousands here & when I finally got up to $1162, I requested via CoinDraw.

I was given a 72 hr waiting period, then assured I would receive it in my Bitcoin wallet on 9/9.

The day before it was set to be processed, my withdrawals were canceled, and I was told the CoinDraw option was no longer available due to my playing pattern auto-triggering. I'm not sure how I lost my vip and CoinDraw status other than actually getting some wins.

So I re-requested the $1162 via the standard Bitcoin option on 9/9 and was told it would be approved in 7-10 business days.

Now it’s been 12 business days, and I’m told my withdrawl was “escalated,” but it feels like since my CoinDraw option was removed, I’ve just been getting the runaround.

Please have my funds sent to my Exodus wallet asap so I can feel comfortable depositing and playing here in the future.

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!