Captain Jack Casino - Povlačenja igrača su odložena.

there are 3 pending withdrawal request :

02.28.26. $215

02.28.26 $105

03.05.26. $200

Total. $520

I have inquired several times through the chat assistance customer care thing they have. about the status of payouts. At first I got automated response saying someone from our staff will contact you shortly. Which never happened. Now they have become totally un responsive. Until 04.16.28 i emailed and demanded they resolve this issue with in 3-5 days. Which promted a brief response the follow day. Via email apologizing and some one will contact me soon. which has not happened .

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear MikeyB1904,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with support regarding the delay? Could you please share with me your recent communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear MikeyB1904,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello MikeyB1904,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Captain Jack Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Greetings all,

I had a look and it seems the only thing that is holding things up is having a valid method of payout on file. The records show that you were given your payout options but chose to submit the details for your PayPal account MikeyB1904. Unfortunately our 3rd party payment providers cannot transfer to PayPal, thus is not offered as a payout option.

In your interactions with the casino I can see also that this did not please you. I don't see any further attempt on your part to provide the necessaries.

So, simply put: Until there is a valid method of payout on file we can't move forward. I can see that in spite of the deposits being linked to a credit card you have been approved for Bitcoin as an exception (normally this is reserved for crypto depositors) so it really couldn't be much easier.

Once you have a valid method of withdrawal on file then things can proceed, I can even perhaps assist due to the circumstances. But until there is an approved method of payment on file we are at an impasse here.

I will quote from the reply email sent to you on 4/17 (the reply is within the same day the original was received from you, there is no reply on your part):

"Unfortunately, the PayPal/Cashapp/Venmo is not accepted by our team, as many of our players have faced issues while receiving funds in it, please send the alternate bitcoin wallet address to our email: documents@captainjackmail.com 

Once you sent it through email you should receive an automated response which will show the reference number usually it takes around 30 minutes to receive the automated response. Once you have reference number, please come back on chat and provide us with reference number so we will escalate your Bitcoin Wallet Address for manual verification."

The same advice was given on 3/13 via chat, as you can see in the screenshot:

As much as we might all wish there were further withdrawal options available we have either Bitcoin or bank wire transfer available to you. I would highly suggest (the Bitcoin offer was for a limited time and the date is now long expired, so I can't be help accountable if they opt not to allow it at this point) Bitcoin as it is the fastest and most hassle free withdrawal method available.

Once you have followed the above advice and have your Bitcoin address approved and on file in your casino account, let me know. I will see if anything can be done to expedite review for approval and disbursal.

Best wishes,

Nick and Captain Jack

hello, Here my my Bitcoin address :

3MKa7KRWZTzN5DtaKX7fwZTfrGGvdKFKWL

i will send it through the email you provided as well . I am not familiar with the chats you referred to where i was instructed that Paypal was not accepted. but regardless i will now send the address to documents@captainjackmail.com

as requested.

Nick as requested insend the bitcoin address to the email uou provided. Lucia i also included you in that communication as well. I will to hear from you Captain Jacks in response. thanks

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.

Greetings all,

Once the requested information was submitted I was able to expedite review for approval, the requested withdrawal was approved, and I have now sent the approved withdrawal to our payouts department. If I had to guess I'd say that will be going out via Bitcoin shortly. Anywhere between immediately and the next couple business days depending on payout volumes.

Remember, generally speaking Bitcoin as a withdrawal option is reserved for crypto depositors. I'd highly suggest using the available crypto currency options for deposit and keeping your Bitcoin information up to date MikeyB1904, also when folks try to help you follow their instructions and let them help! 🙂

Wins on crypto deposits also often qualify for Coindraw as a withdrawal method. Coindraw is almost entirely automated and generally results in withdrawal times ranging from a few hours to a couple days.

Please let us know when your withdrawal arrives!

Best wishes,

Nick and Captain Jack

Dear Nick and Captain Jack Team,

Thank you for providing the update.

Dear MikeyB1904,

We kindly ask you to inform us once you have received your funds.

hello Lucia. I am happy to say that I just now received my funds. You guys are great. I really appreciate your assistance. I don’t think this would happen without your help and I am grateful and Nick. Thank you for your help as well on your end of things.

Dear MikeyB1904,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino Guru