Stall tactics and delays of two payouts for 5 months

I have been actively pursuing two withdrawals from Captain Jack’s Casino for months. The withdrawals in question are Withdrawal #2212180 for $300 (pending since February 7, 2021) and Withdrawal #2249710 for $1000 (pending since March 11, 2021). I have been polite and patient when corresponding with their customer service but that has gotten me nowhere. I have been told countless times that my file has been “escalated” to the proper department. At this point, it is glaringly obvious that “escalated” means absolutely nothing. It serves as an excuse to tell players to check back in 3-5 business days. I have verified my identity three times and I have sent my bitcoin address at least three times. This week I finally saw some movement on my file. Unfortunately, the movement was not in the direction of paying me the money that I have been owed for five months. Instead, they denied my request for $1000 and returned the funds to my players account because they did not have an updated bitcoin address for me. That is ridiculous because I have complied with everything they have required from me. Why would they not reach out for another bitcoin address before just denying my withdrawal? After some back and forth via email, the updated address that I had already submitted numerous times was confirmed on my profile and I was allowed to resubmit the funds for withdrawal. Of course, this changed my payout request date to 7/13/2021 instead of 3/11/2021. I checked my account yesterday and my other withdrawal request for $300 has now vanished without explanation. Captain Jack’s has been giving me the runaround for five months. Now it seems they are trying to find an excuse to deny my payments altogether. I have done everything required of me and I have been careful not to violate any of their T&C requirements. Captain Jack’s T&C requirements do not apply to them apparently because the following is cut and pasted straight from their T&C webpage.

[Captain Jack Casino prides itself on providing prompt payouts. All withdrawal requests will be reviewed and approved, or denied, within 3 business days of your request.
Please see our Terms and Conditions for full details. Your payment will be made within 10 to 14 business days after approval.]

I have given them an absurd amount of time to make this right because I really did not want to involve a third party or write negative reviews about the casino. I enjoy playing at Captain Jack’s so I was really hoping they would have the integrity and initiative to honor my requests for payment. Obviously, I needed to “escalate” my unresolved issue to AskGamblers to get my money. I am quite irritated and disappointed with the treatment I have received from Captain Jack’s. The live chat personnel have all been professional and polite, however, they have been politely telling me to check back in a few days for five months. Enough is enough.

My specific requests for resolution are as follows:

I would like both payments totaling $1300 (minus bonus amount) paid to my bitcoin wallet at the same time as soon as possible. I will gladly provide a new bitcoin address if necessary, however, there should be at least two bitcoin addresses on file that will work just fine.

I would like my account with Captain Jack’s to remain in good standing for future use. I enjoy playing at Captain Jack’s and I do not want this complaint to flag my account in some negative way. I think complaining after five months of waiting is completely justifiable.

That is it. All I want is the money rightfully owed to me and the ability to continue playing at their casino.

*I am going to send only a few attachments that will hopefully be enough to resolve this matter. I have over a dozen chat transcripts, a few emails, and a bunch of screenshots of all correspondence with Captain Jack’s over the last five months that I can submit if it is necessary.