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Captain Jack Casino - Claimed to have sent me a check when they had not

RESOLVED
Complaint Info
Disputed casino Captain Jack Casino
Reason Declined payment
Amount $ 1714
Posted on June 28, 2018

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.

Posted on July 2, 2018

Hi Kristine--

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

I've just sent you an email, which outlines what we'll need to resolve this. Once I have the necessary documents, I can have our Payments Manager dig into this to try to find what has happened.

All the best,

Tawni

AskGamblers
Posted on July 5, 2018

Dear @Krisclark5,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Posted on July 5, 2018

Yes I have provided Capt Jack with all the paperwork.... and I also Foward my Bank statement to Tawni as requested.... not sure what to do next

Posted on July 9, 2018

Hi Kristine--

Thank you for providing the bank statements--we were able to identify the missing wire with this.

In your May statement, you'll see the following:

05/02 769.36 INCOMING WIRE TRANS 050218
05/02 833.36 INCOMING WIRE TRANS 050218

It is the $833.36 wire received on May 2nd, which points to Captain Jack. We were able to sort this by going through other casino accounts, as we found another payment issued to you by Silver Oak, sent to processing a day later:

Captain Jack 4/24 Paid $876.50 + $12.50 Service Fee Wire transactions #28491287 ($476), #28650402 ($200) & #29082491 ($213)
Silver Oak 4/25 Paid $812.50 + $12.50 Service Fee Wire transaction #86741500

As you can see these both add up with both wires being hit with the same exact amount of bank fees ($43.14). Add to this the timing of the wires being issued and received.

I hope this clears things up for you.

All the best,

Tawni

AskGamblers
Posted on July 9, 2018

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.

Posted on July 10, 2018

Hi Tawni...
thanks for working hard for me but 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

AskGamblers
Posted on July 14, 2018

Dear @Krisclark5,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. 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.

Posted on July 16, 2018

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

AskGamblers
Posted on July 20, 2018

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.

Posted on July 24, 2018

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
Posted on July 24, 2018

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.

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