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Captain Jack Casino - Withdrawal delayed over 30 days

Complaint Info
Disputed casino Captain Jack Casino
Reason Delayed payment
Amount $ 2500
PersonalBeavis Georgia(US)
Posted on May 27, 2021

I had some good luck at this casino, and wished to cash out $2500, the maximum allowed at one time. I had issues bring verified for a variety of reasons, but eventually had my documentation approved and my account opened for withdrawal. I not only had to request withdrawal directly at the casino, but have the withdrawal escalated via yet another email. In the meantime, my account has had ample time for my account activity to be inspected and a payment rendered. I have ticket support number 9401296 among others and CSC case number 458127.

Anne < surname removed >(Support Center), Apr 22, 2021, 7:26 AM GMT+2

Hi Heather

To move ahead with the withdrawal process, we require you to have complete documents in the system. For further information regarding this, please contact our customer support team via live chat. Once your complete documents are updated, you can get back to us.


Anne < surname removed >

(Name), Apr 22, 2021, 12:00 AM GMT+2

Hi, my current email address is (email) and my BTC address is (address) (SegWit) and (address)(Legacy).

On Thu, Apr 15, 2021, 1:11 PM Captain Jack wrote:

Username: personalbeavis | Forgot your password?

Hello (name),

Congrats on your recent win at Captain Jack! To speed up the process of sending your payment securely via Bitcoin we'll need just a few more payment details.

Please reply to this email (or contact [email protected]­asi­nos­upp­ort­cen­ter.com) with the following information and we'll begin processing your withdrawal request (and you'll be one step closer to your win):

  • Registered e-mail with casino:
  • Crypto Address:

Once we receive all the necessary information, we'll contact you within three (3) business days via email to confirm that payment details have been updated to your account.

Thank you for playing with us and we're working to get you paid soon!


The Captain Jack Payout Team

If you'd like to stop receiving these emails click here.

Posted on May 31, 2021

Hi Heather--

I'm sorry for the frustration you've been experiencing with this. I'm afraid you're not going to be happy with the outcome, however...

You built your withdrawal using the Weekly Cashback, which in this case was $30 and our terms are clear on this:


1. The Weekly Cashback bonus comes with a 30 times playthrough requirement for Slots, Keno, Scratch Cards, Bingo; a 60 times playthrough requirement for Table Games and Video Poker. And excludes play in Baccarat, Craps, Roulette, Pontoon 21, Pai Gow Poker, Sic Bo, War, and/or 'Shooting games' -e.g. Fish Catch.

2. The Weekly Cashback is credited each Monday 00.01EST for all players with no pending withdrawals, no approved withdrawals over previous 7 days and a balance under $10.

3. The Weekly Cashback is calculated on all deposits (minimum $50) which were made over the previous 7 days.

4. Unless specifically stated otherwise, the Weekly Cashback bonus comes with 2 times maximum allowed withdrawal (minimum $100).

5. Weekly Cashback will be credited even if you have an existing balance. If so, the Weekly Cashback will be treated as winnings and any other current bonus rules applicable in your account will still apply.


As you can see in item #4, you would only be eligible for a maximum withdrawal amount of $100, which was paid to your wallet, Friday:

5/28 Paid $100 (0.00287493) + no Service Fee BTC for transaction #54817760

I wish you all the best,


PersonalBeavis Georgia(US)
Posted on May 31, 2021

Thank you! Complaint is solved!

Posted on May 31, 2021

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.

Captain Jack Casino Complaints

  • 142 of 147 resolved
  • 2 days avg response
  • 2 weeks avg complaint life
  • 3,459 USD avg amount

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