Complaint #134 Captain Jack Casino

Withdrawal cannot be processed, no further clarification given

By Joel L.

7 years ago

I have win a $100 threw they no deposit bonus.. and I ask the game operator can able to withdraw it and they ask me to submit the authorization form first after I send everything. Now my game account say that withdrawal cannot be processed because playthrought not met or I have redeem multiple chip or amount request not enough! Before I send the authorization form I did ask the game operator first about my withdraw they say everything is good to go so I just have to submit the authorization form and wait! And I already submit few day back but i didnt get any answer in my mail yet but then today now I log in to my account my withdrawal statue say cannot be processed and then i straight go chat with the operator tell them this problem but they told me on pending.. So what do I need to do. Because there no update mail to me. And I have met the playthrough this is my first withdraw and is the operator tell me minimum and maximum withdraw is $100 and yes I is withdraw $100 So why tell me request bonus not enough!

Disputed Casino Captain Jack Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Captain Jack Casino management in regards of this complaint to confirm and justify the casino actions.

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.

Linqingshun

• Singapore

7 years ago

Everytime I did ask the live chat and support team how was my account how was everything. And when i first play captain Jack I did ask for the live chat is it I eligible to use the bonus and after I win can I withdraw the money help me check my account first they check and say ok I eligible then I start to play .. everytime I chat with the live chat they will say check my account is being thousand time they check.. but until everything they want I have send until nothing to send any more they say i have at least more then six account suddenly .. I only have one account with captain Jack seriously askgamble.. I really feel unfair for them saying like this.. So frustrating everytime they ask for document I send over to them after send they ask for something new again finally was complete they say multiply account because never check. This is not the first time they doing all this procedures I am sure even if a person have more then 6account link is not so hard to find out right.. really hole askgamble can seriously look into this matter.. thank

Linqingshun

• Singapore

7 years ago

But the problem is I doesn't have 6account in captain Jack.. everytime the live chat Wil say that (please let me have a look into your account please give me a moment) dont tell me look for one month you never see any thing wrong and sunddenly you tell me i have 6account after one month.. hey is not so hard to check if a person really do have 6account link right 6account is ridiculous seriously. Askgamble really please help me look Into this.. this is my first time playing at captain Jack.. really to be fair you don't tell people you never check earlier and keep ask me send document and everything approve you then say I have multiple account ..i am sure this is no the first time they doing this don't tell me they never check first when asking some one to send a document first right.. and also the live chat they everytime say check your account first many time they say this check first nothing before and finally payment approve today check and chat half way they revoke me when chatting halfway do you think Is the right attitude askgamble? Show some proof... askgamble please help me settle this thing I am very tire they everytime come out of something new to say... from the start until now every chat i have screen shot if you need i can send over.. everytime they ask for me for document I send over after send over they say this cannot must resend document again and check my account again many many time until one month plus later which is this week document finally complete and they ban my account say never check my account and I have 6account link and live chat kick me out will I asking about my update.. do you think Is correct doing like this for captain Jack.. please help me look Into it for this matter and be fair thank askgamble. Sincerely

AskGamblers

• Support Team

7 years ago

Dear @Linqingshun,

Please keep in mind that your last message has been removed due to the fact that huge parts of the text were written using Caps Lock. We hope you are in aware of the fact that using so intensely Caps Lock while writing online is considering as yelling and yelling is definitely not the expected attitude and behaviour we expect from those who are willing to use AGCCS /AskGamblers Casino Complaints Service/.

Make sure to read carefully and comply with all Complaints Guidelines from now on. https://www.askgamblers.com/complaint-guidelines

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

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