Complaint #108 Captain Jack Casino

Seven months later they still didn't pay me!

By Mimi V.

7 years ago

Message on forum

I am in need of some help. I won $4090.70 on March 30, 2017 at Captain Jack Casino. I have done everything imaginable to try to collect this money. But, the casino to date has not sent a penny!
I have spoken with a number of people at the casino who seem to sincerely try to help me get paid, all to no avail.
I first requested a withdrawal for $2500 on March 30, 2017. After deduction for the bonus, the withdrawal was approved for $2334 on May 22, 2017. I checked back with them shortly afterwards, and they said I would have it soon, but they were presently backed up.
I withdrew the remaining balance of $1756.70 on December 1, 2017.
There were then a number of sessions where I spoke to the casino through their live chat vehicle. But still no payments were made.
Eventually, someone in live chat hooked me up with their primary manager, “Jerry.“ on April 25, 2018 Jerry told me that all was in order and payment would be immediately forthcoming. Today is July 12, 2018 and I have not been paid over penny. Ever. Please help!

Disputed Casino Captain Jack Casino

Reason Delayed payment

Amount $4545.01

Discussion

AskGamblers

• Support Team

7 years ago

Upon the information provided on behalf Captain Jack Casino management within their latest post, and evidence provided through email, AskGamblers Complaints Team 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.

Captain Jack Casino

• Representative

7 years ago

Hi AskGamblers--

I've just sent an email to Jessica, in which I've copied AG management.

I'm only going to make a brief comment for the benefit of anyone following this complaint...

It has been asserted by the player that her bank has been refusing our checks, pointing to 'fraud.' It was stated in a reply (here at AskGamblers, September 17th): "Chase refused to deposit the checks because Chase spoke to the issuer who declined to verify the checks."

Then, yesterday (in an email sent to me), the player sent me copies of three DEPOSITED checks and stated, "Attached are copies of the three checks that Chase Bank suspected as fraudulent. Their managers could only give me these copies as evidence for you. They are asking for a phone number so that they can verify these checks."

As you can see, the player stated September 17th that Chase already spoke to the issuer. She came back yesterday, stating Chase is now asking for a phone number so they can verify the checks. If they've already spoken to the issuer back in September, why would they now need the phone number to verify?

None of this was factual, as the checks were already deposited. Not only were they deposited, all three were cleared as cashed back in September (evidence has been provided to AG).

I would like to once again ask that AskGamblers close this complaint as there is nothing further to be paid relating to Captain Jack. Regarding any other funds due to the player, this has been addressed in the email I've just sent to AG and the player.

Much appreciated,

Tawni

AskGamblers

• Support Team

7 years ago

Dear @Mimivinyl,

Please confirm if Captain Jack Casino payments have been received. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

We are now using third and final occasion to inform you that this particular complaint is submitted against Captain Jack Casino, so please make sure to inform us on the status of the payments coming only from Captain Jack Casino. If you have any other outstanding payments from another casino brands, feel free to submit new complaint/s against casinos in question, since those are not part of this complaint. Please make sure to follow instructions, otherwise we will have no other choice but to close complaint accordingly.

Mimivinyl

7 years ago

We are very close to a resolution. We have one situation where a large amount of money still has not been resolved as paid. It sounds on here like they intend to pay but it just still has not happened yet. I will agree to close it once the casino re-issues the payment for a check that was not accepted by my bank.
I would like ask gamblers to oversee this to the end of this process, thank you.
Jessica

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