Complaint #209 Captain Jack Casino

No wire pay on two winnings

By rmseven07

4 years ago

It has been over 11 months trying to get my two winning withdrawals wired to my account. They have all my correct information, even after three months telling me that they no longer work with PNC Bank and made me get a new bank that they told me they work with. I have every email and reply with them telling me everything they wanted me to do and I followed through. They have quit responding to emails about a month ago. I check every three days on live chat the only other communication you have with them once they quit engaging with emails. I also have copied all conversations with live chat for proof of everything they have told me. Now all they continue to say is their scripted words, they can escalate, rest assured you will get paid, and they are behind with paying out due to all the winnings. They paid me out once and I continued playing and was an advocate that they were legit. They collect my money within seconds and now I am waiting over 11 months. I have all proof of dates and everything I have had to send in and resend for they would say that they did not receive. I now follow through and have copied chats of where they have checked and confirmed that they have received what they needed. This is beyond frustrating and I would just like my two winnings please.

Disputed Casino Captain Jack Casino

Reason Delayed payment

Amount $1309

Discussion

AskGamblers

• Support Team

4 years ago

Dear @rmseven07,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required bank statement has already been sent to the Captain Jack Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

rmseven07

4 years ago

What I sent is exactly what the bank gave me. I will go back and show them this. It was copy straight from the bank showing the activity in my savings account. Not much on it for August except the showing of me putting more money in to cover the monthly expense to keep it open. I will go again to see what else they can share with me. The July was part of a three month statement and that is why I had to go to the bank for the August is not out as part of the three month. It seems that it should be easily done to see that the wire that Captain Jack said they put through did not go through and their should be records of this.

Captain Jack Casino

• Representative

4 years ago

Hi Renee--

I had hoped I explained this clearly in my email to you. Lemme see if I can articulate this better, this time...

What you've furnished is page 1 from your actual monthly statement, but you did not furnish page 2. You've gone back to your bank and they've given you a print out of activity. From our processor's standpoint, they're seeing something which is piecemeal and suspect.

Now you're saying that your statement comes out every 3 months, however, the page 1 statement you've provided clearly shows a 30-day statement date period.

In order for this to be properly investigated, we need to receive a FULL statement, with an opening page (just as the page 1 you've provided previously) which will include the dates from 8/11 to current. Your bank should be able to provide this as described, without any issues.

Tawni

rmseven07

4 years ago

I had to go to the bank itself for a savings account statement comes out every 3 months. I went into 5th third bank and sent a copy of the July statement proving no deposit and the statement from the bank itself of the activity on this savings account for August and has the time date stamped on the bottom. It clearly shows the only activity on this account for the whole month of August is a deposit that I made to keep the monthly fee available to keep this account open. This is what was requested of me and I did send this to Tawni. Please advise me of what you are expecting please.

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