Complaint #15 Captain Jack Casino

Delayed payment

By Bigtimer1001

9 years ago

Message on forum

It has been at least 5 months since I requested my withdraw. Sent in my identification information, everything checked out on my end. Information was verified and I was told my withdraw was being processed. After three months I was told to contact Robyn at Planet7casino/info@captainjackcasino.com. She claims priority for my withdraw and it will be the next one shipped. Robyn will no longer answer my emails and all captain Jack casino phone numbers go to voice mail. (I have yet to speak to someone in person) Today I was told that my check was sent. An hour later the withdraw department says that it was not sent. Two hours later the withdraw department says to check back in 15 days and I still do not know what I am checking back for. Overall it has been 5 months with no updates or information about confirmation for anything. Seems suspicious.

Adrian, I still do not see any update on your withdrawal so I forwarded your account to our Finance department so this can be resolve asap. I also copied you on the email .

Description: http://www.viphelpmanager.com/captainjack/captainjack-2.jpg

Sincerely,

Robyn

Captain Jack Withdrawal Department

Description: http://www.viphelpmanager.com/captainjack/icons.gif

Toll Free: 1-844-632-0968

Email: info@captainjackmail.com

Site: Captain Jack

Disputed Casino Captain Jack Casino

Reason Delayed payment

Amount $100

Discussion

AskGamblers

• Support Team

9 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Bigtimer1001

• United States

9 years ago

This payment issue was resolved within hours by captain Jack casino by the escalation manager. Thank you Lea for the timely resolution! Thanks ASKGAMBLERS for the help!

Captain Jack Casino

• Representative

9 years ago

Hi Bigtimer--

I've followed up with Lea on this and I do see that we were able to arrange payment via Bitcoin and that indeed, the payment has already been made to your account.

Again, I apologize for this, but I'm happy to see this has now been sorted out for you.

All the best,

Tawni

Bigtimer1001

• United States

9 years ago

Can you really understand my frustration for such a "low" amount of $100 after 5 MONTHS of 'We are sending it to our escalation manager'? Shouldn't all non-withdraws be escalated for timely non-payment. So, captainjackcasino, apparently has a toll free contact number that no one ever answers. The only real contact I have had was thru ASKGAMBLERS. Lea is requesting a phone conversation but all of my information has been verified and approved. If there is another payment option, why not use the information you already have on file, SEND it, and then email me about it? For anyone to brag about payments sent (in the thousands) is odd- especially when I constantly read about posts of non-payment from captainjackcasino specifically.

Natalie: Let me take a look in your account
Natalie: Your payment was approved already -this approval is when we send the payments to the processor to issue the checks- however the check has not been sent out yet.
Natalie: I have spoken to the Casino Manager and we should have received a confirmation from the processor that the check was sent by now, however we haven't. We escalated your case to the Finance dept to push the processor for a prompt answer and as soon as we receive an answer we will be able to give you an estimated time of delivery.
Natalie: We will send you this information upon arrival.

Directly from live chat. Seems like one department is trying to get confirmation from a third party processor- while another department is looking into a different payment option all together. Yeah, your right! I am frustrated for a $100 withdraw run-a-round going on 6 MONTHS. By the way, thank you for the third escalation attempt...

Captain Jack Casino Complaint Stats

Resolved 213 / 219

Avg. Amount $3,364

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Captain Jack Casino Complaints

See all complaints for this casino

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

Captain my Captain

I am from the USA.

My documents have been verified. I used a coupon that I was eligible for. I have been in chat to try to escalate this withdrawal. I won $1520.26 on 7/2.

Captain Jack is late on approval. They are only late as of today. I'm just tired of spending 2 to 3 hours a day in chat trying to get withdrawals escalated and paid, That is why I'm filling out a complaint so quickly, is to save my time and effort.

So I am asking AskGamblers to intervene on my behalf and get this 'little bit paid.

Resolved

$1,520

Been almost 3 months trying to get payout

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.

Resolved

$100

No withdrawal received

I haven't received my withdrawal. I have received multiple emails and sent the information that they have requested its going on a month. Now spoken to customer service and get a different response every time and have received no solid information on why I haven't received my withdrawal. The withdrawal is for one hundred dollars. I've sent the requested information and documentation each time that they have requested it.

Resolved

$1,000