Complaint #104 Captain Jack Casino

Claimed to have sent me a check when they had not

By Krisclark5

7 years ago

Message on forum

Captain Jack approved a withdrawal and said they wired $876.50 to my account on May 7th the problem is it never reached my account. When I called and talked to a VIP host and after many weeks of correspondence they asked me to send a PDF of my bank statement. on May 15 I had a wired Deposit of $840 ( I told them this was from my $950 winnings from Hallmark Casino sent from Hallmark on May 11th) but they claim that this is the $876.50 they sent on May 7... #1 It does not take 8 days for a wire transfer, #2 the amounts are not even close to what they said they sent! I even call Hallmark and got the processer information they asked for. E-mailed that information to My VIP host and now they won’t call me or email me back. I proved that this wire was from Hallmark and not Captain Jack.... they tell me this is closed. They still have my $876.50. Please Advise what I can do next.

Disputed Casino Captain Jack Casino

Reason Declined payment

Amount $1714

Discussion

AskGamblers

• Support Team

7 years ago

Dear @Krisclark5,

Please confirm if the issue has been resolved. 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.

Thank you for your cooperation.

Captain Jack Casino

• Representative

7 years ago

Hi Kristine--

I'm very sorry for not getting back to you sooner with this--to be honest, I became a bit confused following your last post.

The good news is that I've figured out what the agent was trying to articulate to you--hopefully, I'll do a better job of this...

There are three dates that will be important in this:

1) The date the payment is set up (i.e., Captain Jack 4/24 Paid $876.50 + $12.50 and Silver Oak 4/25 Paid $812.50 + $12.50)

2) The date the payment is received by your bank (05/02 769.36 INCOMING WIRE TRANS 050218 05/02 833.36 INCOMING WIRE TRANS 050218)

and lastly,

3) The date we receive confirmation from our processor that the wires have been confirmed as successfully sent (5/7/2018).

There is always a lag time (anywhere from 7 - 14 days) between the send date on our end and when we receive the confirmation from our processor. This is because the processor has to wait to ensure there has been no rejection by the receiver's bank.

Cutting to the chase, the agent you were in contact with had given you the processor's confirmation date, as opposed to the send date which would accurately identify the two transactions.

I hope this makes things a bit clearer now...

All the best,

Tawni

AskGamblers

• Support Team

7 years ago

This complaint has been reopened as per Captain Jack Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Krisclark5

7 years ago

I am still confused about this timeline.... you say My wire reached my account on May 2nd but their Finance dept, and a VIP host said it was wired on May 7th. His is part of the many conversations I had with them on May 22, 2018

Kristine Clark: I was told on May 7 that finance wired my withdrawal.... I still have not received it . Can you tell me why?
(04:44:17) Rick Deckard: Sorry to hear that. Let me see what I can do.
(04:45:15) Rick Deckard: I can confirm your payment was sent 5/7/2018. It was three combined payments totaling $876.50 + $12.50 Service Fee Wire.
(04:46:18) Rick Deckard: If you have not received the payment I will need to ask you to please send your bank statement from 5/7/2018 to current so that we can investigate the issue.

So you see that they confirmed it was sent on May 7, yet you say it reached my account on May 2nd??? How is this possible???
Please Advise

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