Complaint #37 Captain Jack Casino

Delay in Payment

By Laura B.

9 years ago

Message on forum

On March 9, 2017 I was advised that my withdrawal request for $200 was approved. On March 14 I did a follow up call I was then advised that they were behind on payments due to a large number of requests. I have read there terms & conditions. I advised them they were not in compliance with there own terms. Through out the years I have played Captain Jacks with no problem.
I now know I will never play there site again. So it has been past 30 days since my approval. I have attached copies of live support. They had suggested that I request an international wire and I would be paid sooner. I sent all required information for international transfer on March 14 to payments@casinosupportcenter.com. Also you should be aware that I have never had anyone answer the customer support # you get a recording to please leave a msg I have at least ten times. So I am turning to you for help. If I never get my funds lesson learned but other gamblers should be warned Thank You Laura < surname removed >

Disputed Casino Captain Jack Casino

Reason Delayed payment

Amount $400

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Captain Jack Casino management will soon jump in with an update on this complaint.

redseven

• California

9 years ago

I have once again checked my account history at Captain Jack. If you would review my history you would see that on 3/10/2017 I have a check withdrawal in the amount of $100 and then on 3/13/2017 I have a check withdrawal also in the amount of $100.

On April 15, 2017 Tawni responded for Captain Jack. As you review this Tawni's acknowledgement that I was still due $200. I have copied and pasted her exact response.

CAPTAIN JACK CASINO
POSTED ON APRIL 15, 2017.
Hi Laura--

I'm so sorry for the difficulties you've had with this.

I've reviewed your account and I do see there was a problem with your wire, initially. It was sent off and rejected and to be perfectly honest, it was a bonehead mistake by one of our finance people. This was caught and corrected and the wire was re-issued on the 13th. With this in mind, I would expect the funds will reach your account by mid-week, this coming week.

I also see there is another $200 withdrawal in the pipeline, which I'll make sure goes off this coming week--you should have that the following week.

I'll keep you updated every few days.

All the best,

Tawni

So my question remains where is my $200
Once again I would like to thank Askgamblers for having this forum. It assists those who choose to gamble online to recover funds due to then. Also it educates gamblers what sites are not trustworthy.
Kind Regards
Laura

Captain Jack Casino

• Representative

9 years ago

Hi Laura--

I'm really not certain how this confusion came to be, but you've only had one withdrawal on this account (this was the withdrawal where we had to re-issue your wire). There are no further withdrawals here, so nothing to be paid.

Tawni

redseven

• California

9 years ago

As of today date May 4, 2017 I just checked my bank account and no funds have been submitted
Thank You
Laura

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