What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Captain Jack Casino - Issued an uncashable check

RESOLVED
Complaint Info
Disputed casino Captain Jack Casino
Reason Declined payment
Posted on July 20, 2018

I claimed a bonus to deposit, I got through the playthrough. My withdrawable balance was $500.00. I requested, a 500$ bitcoin payout. The message that pops up when I requested the withdrawal said, Thanks, please allow us 7-10 business days to approve this transaction. ( I thought that was a little lengthy, especially a bitcoin withdrawal, other casinos can do that immediately) Ok, so... I wait. 10 full business days, finally I get a email... saying, were sorry, unfortunately we can not give you a bitcoin withdrawal because our casino policy requires you to have made a bitcoin deposit, atleast once if you want a bitcoin withdrawal. ( now, I'm thinking, well? why did no body bother to tell me that, during the 10 days I was waiting....) anyway. They proceed to say, you may only receive your withdrawal via check. so... I reply to them, I do not have a checking account. we go back and forth. The rep. with captain Jack insists that, if I have a credit card, such as the master card I used to make the deposit on their casino, then, that means I have a bank account. and I tried and tried to tell him. it is a pre pay card. he would not listen to what I was telling him. I relented to them, ok, send me a check. so.... then I get another email saying, Thanks, for requesting a withdrawal via check, it will take another 7 to 10 business days to verify your information, bla bla bla. So... I finally get the check a full 25 days from the original withdrawal request. I open the fedex envelope, ando the check is not for 500$, it is for 295.01. and The worst part is... The check is written on a account and a bank in Canada, Bank of Montreal. !!! I am thinking, o great Ill never get my money. I go to the western union check cashing store in Thomaston GA where I live. They look at the check and say, this check only has a 7 digit routing number... No U.S. bank is ever going to be able to cash this for you. They call the bank. in Canada. The bank tells her, No, That account number is invalid. I email the casino, of course I am very upset at this point. Then the casino rep. reminds me to be respectful. I disconnected the live chat with them. I have contacted the casino support email. The email even says, it will take 5 to 7 days for a reply. They did reply sooner, tho... and continue to assure me. The check is uncashable, that was there own words, they say, the check must be deposited into a checking account. and then you can get access to the money that way. I even went and opened a checking account. It was an online bank, and to deposit a check you must scan the check front and back and upload the image, well.... as you can imagine, the computer declines the transaction each time. I am totally out of options. I do not want to tear this check up. but, I probably will end up not getting my money. I just wanted a bitcoin withdrawal. and Captain Jack has several other sister casinos, that they belong to... And These casinos, I HAVE made a bitcoin deposit on. It seems to me, they could transfer my funds to silver oak casino, or,,, royal ace casino, so that I may be able to get my bitcoin withdrawal. Please help me, not let them get away with this! It is not right!

Posted on July 24, 2018

Hi Melissa--

While I'm sorry for the frustration you've been having, much of this could have been avoided had you read the terms and conditions relating to check payments:

https:­//w­ww.c­ap­tai­nja­ckc­asi­no.c­om­/te­rms­-co­ndi­tio­ns.php

Important Information About Check Payments
When you receive a payment by check, you must deposit said check to a financial institution within 30 days of issue. Any delay could result in the check no longer being valid. In this event the company is not responsible, and a reissue of the check payment will not be made.

Checks must be deposited to your bank account and not cashed.

Checks may not be endorsed to a third party.

If any of the above conditions regarding checks are not met, the company will not be held liable; check payments will not be reissued.

------

What is most important is that second line, "Checks must be deposited to your bank account and not cashed."

There is absolutely NOTHING wrong with the check that we issued. Yes, it is written on a Canadian account (all online casinos accepting US players operate similarly--this is not something solely within our casino group). Had you deposited this into your bank account directly, this would never have become an issue. Our casino cannot be held responsible for the fact that you do not have a bank account.

Further, this has already been discussed with you with one of our Payments Manager's. This began with your email:

"Why did no one explain to me this check could not be cashed??? that is the most ridiculious thing ive ever heard!!! Ient all over town trying to cash it, because no one had the courtesy enough to tell me ahead of time that it couldnt be cashed!!! I explained to captain jack reps over and over again, I didnt want a check, because I do not have a checking account. I asked over and over again for a bitcoin withdrawal. but, NO, you could Not extend the courtesy to do that either!!! I have already Gone to a check cashing store, and they did already contact the bank in quebec canada, They all said this is a INVALID account number. so... when I get home, THEN i see the email, 3 hours after the check arrived, the email, thats saying DO not go to a check cashing store... well , it was already too late for that... so... since captain jack is sooo very inconsiderate.. Could NOT give me a bitcoin withdrawal like I requested in the first place, 25 DAYS ago... I hope they do get in trouble over it. I have had NOTHING but a hard time dealing with this casino and everyone of the reps. I mean really??? Dont you think you should have mentioned, o by the way, were sending you a check that can not be cashed??"

Again, had you taken the time to read the terms and conditions, you would have seen that the check could not be cashed--it would have to be deposited.

Our Payments Manager replied to you with the following:

"Good evening Melissa,

Thank you for your response.

We believe you will do what you feel right. If you wish to obtain the funds we sent out to you, all you need to do is follow up with our instructions. We have the provided you with all the respective details to receive your funds. As instructed if you try to deposit the check as we have explained to you and your bank still has problems with it we require the letter from your bank stating why they will not accept the check, another letter from the stating the check has not been submitted to collections and a copy of the voided check."

To which you responded:

"ok, well I reported you to the gaming commission, so... I wont be discussing this with you anymore, they will be in contact with you regarding this "check" that only has 7 routing numbers. and can not be cashed, OR DEPOSITED! "

Melissa--Canadian checks have only 7 routing numbers. They CAN be deposited and the only time players have issues with these is if they attempt to cash the checks, rather than deposit them. Yes, many banks may place a hold on the checks until they clear, but again, the casino cannot be held responsible for how the bank decides to handle this. Many banks won't even place the hold, if the customer is a good customer with a long history and reasonable balance in their account.

Cutting to the chase, I'm not certain what it is you are expecting from the casino. It has been explained clearly that the check has to be deposited.

Tawni

Posted on July 25, 2018

I still have the same issue! I can not deposit the check, or cash it. I would like to see captain Jack allow me to void this check. and Do the right thing. And give me a bitcoin withdrawal! which I have been requesting from day 1. June 23rd, a full month ago now!

AskGamblers
Posted on July 28, 2018

Dear Captain Jack Casino,

Please let us know if there's some update regarding this case.

Posted on July 31, 2018

Hi AskGamblers--

As you're aware, I've sent you information regarding this account and I will be providing the additional information, shortly.

Much appreciated,

Tawni

AskGamblers
Posted on August 4, 2018

AskGamblers Complaints Team is awaiting Captain Jack Casino team to provide the required information.

Posted on August 8, 2018

Hi AskGamblers--

I sent the follow up to your concerns, August 4th, but have not received a reply. I've re-sent this in case you've not received it in case the email did not reach you.

Much appreciated,

Tawni

AskGamblers
Posted on August 8, 2018

Upon the information and evidence provided on behalf Captain Jack Casino management, it is obvious that player received the check within the casino's T&C stated time frame, and explanation what player should be doing with the check had been duly provided by the casino's side. It is solely player's responsibility if player chose to do the opposite.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy