Complaint #231 Captain Jack Casino

Refusing to process withdrawal

By Breydensmama

4 years ago

I had a withdrawal via wire transfer of $300 pending for over a month from December into January. On January 14th, I decided to cancel it because I was not getting anywhere. I played with the $300 and decided to cash out when I got up to $2000. I submitted the withdrawal request & selected Bitcoin this time because my previous wire transfer just sat without being processed.

A week later I contacted them to inquire about my withdrawal & was told not enough time had passed, but to expect my withdrawal to be processed within the coming days. In the meantime, while in my casino account, I was prompted to verify my information. I clicked on it only to have the message tell me my verification was already complete & I was verified. I waited the time I was told before emailing them again.

On January 26, I received an email from Stephan < surname removed > saying that my Bitcoin withdrawal could not be processed as they reserve that for those who deposit via Bitcoin. Why wouldn't they have told me that the first couple times I spoke to them? That was another red flag, but Andretti provided the bank wire transfer info I needed to submit so I figured that would finally be the route I needed to go. I checked with my bank to ensure they accept international wire transfers and then provided Andretti with the information he requested.

On January 28th, I received another email from Andretti saying they do not accept wire transfers from my bank. I have since replied to him, asking for clarification three times, but now my emails are going unanswered.

I have done everything asked of me and I am super frustrated. Please help.

Disputed Casino Captain Jack Casino

Reason Delayed payment

Amount $1850

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Breydensmama

4 years ago

AskGamblers may close this compaint. Although I only received $1850 of my total winnings, I am thankful to have received anything at all. I believe I would still be waiting had it not been for this wonderful resource! This experience has taught me to be extra careful about what online casinos you choose to play with. Personally, I will NEVER spend another dollar with Captain Jack or any of their affiliate casinos. Players beware!

Thank you AskGamblers!!!

Captain Jack Casino

• Representative

4 years ago

Hi Ashley--

Our terms are quite clear, relating to bonuses:

ALL DEPOSIT BONUSES: STANDARD WAGERING REQUIREMENTS

12. Unless specifically stated otherwise, bonus amount is always considered non-cashable and will be removed from the amount of your withdrawal request. E.g., if the Player receives a bonus of $100 and later requests a $390 withdrawal, the $100 bonus will be removed, and the withdrawal will total $290. Withdrawal requests made for less than the bonus received will be denied and returned to the Player's account.

ADDITIONAL TERMS APPLICABLE TO ALL BONUSES

13. An approved "Manager Withdrawal" represents a portion of your balance that was removed because it was not eligible for withdrawal. This amount could be Bonus funds (which are non-cashable) or because you have exceeded the Maximum Withdrawal Amount on your last bonus, with excess funds removed.

--

What you were reading as a "Manager Withdrawal" (the $150 in question) was the removal of the bonus funds.

I'm sorry for the disappointment, but again, the terms are quite clear.

Tawni

Breydensmama

4 years ago

This doesn't make any sense, especially when this wasn't even won using a bonus. I've only ever used one deposit bonus, which was on my initial deposit months ago. Secondly, why would you process & approve $1850 in one transaction and then do the same thing for a second one for the remaining $150 of my winnings, if there was never any intention of paying it. If $150 was to be removed regardless, why even bother approving my withdrawal request via Bitcoin and making it appear as though I would be receiving it? For all the hassle I've had to go through to even get paid, it only seems right that I should receive the full $2000. I've never played at any casino and had to jump through this many hoops to be paid. So disappointed in Captain Jack's shady practices.

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