Complaint #197 Captain Jack Casino

Withdrawal delayed over 30 days

By Heather D.

5 years ago

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.

Regards,

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 info@casinosupportcenter.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!

Sincerely,

The Captain Jack Payout Team

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

Disputed Casino Captain Jack Casino

Reason Delayed payment

Amount $2500

Discussion

AskGamblers

• Support Team

5 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.

PersonalBeavis

• Georgia(US)

5 years ago

Thank you! Complaint is solved!

Captain Jack Casino

• Representative

5 years ago

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:

WEEKLY CASHBACK

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,

Tawni

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