Complaint #131 Captain Jack Casino

False Advertising to get me to deposit money, then took my jackpot

By lisak723

7 years ago

Believing the attached bonus terms on their website, I deposited my money and played. I won a $500 jackpot and some smaller ones and had a good amount of money in my account. Suddenly, while playing, my money was gone! I immediately chatted with customer support and this is what they told me:

Chat Transcript with Lisa

Chat started on 10 Feb 2019, 06:34 AM (GMT+0)

(06:34:18) *** Lisa joined the chat ***

(06:34:19) Lisa : I have a question about this offer I used. WELCOME200 Bonus Terms: 200% Match Bonus Valid on any deposit of $30 or more to play Slots, Keno, Bingo and Scratch Cards only. No Playthrough and No Max Cash-Out. The bonus amount is considered non-cashable and will be deducted at a time of a cash out.

(06:34:30) Casino Support Center: Welcome to Customer Support and we hope you're enjoying your time with us! So we can best assist you, can you identify the purpose of your visit today?

(06:34:58) Lisa : I have a question about this bonus I used:

(06:35:04) Lisa : WELCOME200 Bonus Terms: 200% Match Bonus Valid on any deposit of $30 or more to play Slots, Keno, Bingo and Scratch Cards only. No Playthrough and No Max Cash-Out. The bonus amount is considered non-cashable and will be deducted at a time of a cash out.

(06:35:16) *** Alicia joined the chat ***

(06:35:24) Alicia : Thanks for contacting Captain Jack Casino. I will do my best to help you today.

(06:35:31) Alicia : Hi. My name is Alicia Green. How are you today? I kindly ask you to provide me your username and I will be with you very soon.

(06:35:45) Lisa : It says no play through yet I have a high paythrough.

(06:35:54) Lisa : Sure ...

(06:36:22) Lisa : Username is pensfan87

(06:36:45) Alicia : Thank you.

(06:36:50) Alicia : Allow me a moment while I check your account. Thank you for your patience!

(06:37:00) Lisa : thank you!

(06:37:40) Alicia : 200% Match Bonus Slots and Keno Games 30x Playthrough No Max Cash-Out Redeem: WELCOME200 Deposit $30 or More

(06:37:51) Alicia : Are you referring to this one?

(06:38:41) Lisa : No. Let me screenshot the offer for you. I copied and pasted it.

(06:39:02) Alicia : Sure.

(06:41:02) Lisa : Visitor uploaded: 38DFDFBD-115E-4205-A4A2-CD98B872142D.png URL: https://v2uploads.zopim.io/4/q/d/4qdkmLuvO3AtAykYlREmASAZzbAp7f5U/5aeaba569a00ec239ec3de36e94dce0bcfc7a172.png Type: image/png Size: 294449

(06:41:50) Alicia : Lisa, this coupon you redeemed is WELCOME200

(06:42:05) Alicia : You can play now.

(06:42:38) Lisa : Yes. As you can see, it clearly states no playthrough.

(06:44:47) Alicia : Lisa, I apologize for that but the rules are the ones I just provided you.

(06:45:39) Lisa : So you won’t abide by your advertising on your webpage?https://www.captainjackcampaign.com/landing/50freespins-3000bonus/?affid=5025,t=CJC6cb0d4195acdf5355cc8c777799f239b,ycid=5,yaid=152,ybid=567947

(06:46:37) Alicia : Let me double check that.

(06:48:31) Alicia : Lisa, I apologize for any inconvenience. The Marketing Team is working to improve the emails/messages sent.

(06:48:44) Alicia : Unfortunately the rules are the one I provided you.

(06:50:30) Lisa : It’s not your fault. However, you lost a customer and I will report this to the overseers and the forums. This is totally false advertising. Thank you for your time.

(06:51:37) Alicia : Lisa, we are working to improve that.

(06:51:45) Alicia : It is redeemed into your account.

(06:53:53) *** Lisa left the chat ***

Now please note the attached file that clearly states otherwise. I want my money! It's only fair when I deposited my money under their clear terms and then they scammed me.

Disputed Casino Captain Jack Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

7 years ago

Based on Captain Jack Casino detailed explanation above, AskGamblers Complaints Team consider this case as Resolved and it is officially closed now. We would like to remind player to forward further claims towards the webmaster/owner of the website he got the offer from.

Thank you all for your cooperation.

Captain Jack Casino

• Representative

7 years ago

Hi Lisa--

First, our support team would not be aware of what comes through affiliate advertising vs. our Marketing Department.

I absolutely invite your web investigator to look into the links. Please be sure to point this important bit out to him: affid=5025

He can also do a whois search and I'm sure he'll be able to locate other sites owned by this webmaster.

Our terms for the first deposit bonus have never changed:

https://www.captainjackcasino.com/promotions.php

Sign Up Bonus Terms
Minimum 30 times wagering of deposit & bonus (excluding Roulette, Craps, Pontoon, Baccarat, with each $1 wagered on Blackjack and Video Poker counting as $0.50 wagered).
Prior to withdrawal a balance greater than deposit + bonus required.
Each bonus is only available to players with no account balance and no pending withdrawals.
Offers available once per player and not valid in conjunction with any other offers.

If you'd like to confirm this, please go to: https://web.archive.org/web/20130719204510/http://www.captainjackcasino.com:80/promotions.php

Scroll to the bottom of the page and you'll see exactly the same terms.

Tawni

lisak723

7 years ago

So this is not your website?

https://www.captainjackcampaign.com/landing/50freespins-3000bonus/?affid=5025,t=CJC6cb0d4195acdf5355cc8c777799f239b,ycid=5,yaid=152,ybid=567947

Looks to be to me.

I will have a web investigator look into the links. Also, your own agent said, Lisa, we are working to improve that.

AskGamblers

• Support Team

7 years ago

Dear @lisak723,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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

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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

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Unresolved

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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

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Resolved

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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

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Resolved

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