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I made 2 withdrawals one on July 16th for. 1675 one on July 17th for 2212.50 have not gotten either

Casino just keeps telling me to be patient as they always do. It seems the only way I ever get my withdrawals is to involve you guys sorry!

Dear sammijo1972,

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. 

• Could you please advise when exactly you made the last successful withdrawal? How many days did it take to be processed?
• Did you use the same withdrawal method in the past?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

I made successful withdrawals in may I had to seek your help in those 3 also. Yes same withdrawal method. Used bonus which has been deducted from winnings already

I still haven't received any payments.

Here is what I was told today

Thank you very much, sammijo1972, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you sammijo1972 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Captain Jack Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Greetings all,

I had a look and confirm the information given by our service department, both requested withdrawals have been approved and the first of them was released to our 3rd party payment providers on the 5th of August, generally speaking it is 10 business days (today would be business day 14) on delivery for a bank wire transfer however once released to our 3rd party we have no way to expedite payment. The 3rd party will deliver as soon as possible depending on payout volumes on their end. Unfortunately there is little we can do at the moment but wait for the transfer to go through.

Best wishes,

Nick and Captain Jack

Is there a way to make sure the payment was submitted successfully to your 3rd party? It seems to be taken an awful long time!!!!

Greetings sammijo1972,

On my side I can only confirm that the payment was issued to the identical bank account as all of your previous withdrawals which have arrived successfully.

Best wishes,

Nick and Captain Jack

Captain Jack still nothing....how about the 2nd withdrawal request? Any news on that one either

Captain jack can I get a response? This is the 18th business day!!! Still nothing on either withdrawal!!!!!!!!!!!!!!

Dear sammijo1972, I'm not sure we can assist in this matter in any way. As Nick has mentioned the payment is now in the hands of 3rd party payment providers and I'm not sure the casino can do anything about it. We will just have to wait patiently until there are any new developments. I'm sorry I can't be of more help on this occasion.

Dear sammijo1972,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry for the late response however I have finally received the first withdrawal after almost 30 business days but can't get an answer from casino on when my 2nd withdrawal of 2215 will be sent!

Thank you for the response sammijo1972, we will keep this complaint open until you confirm all your withdrawals have been successful. Please keep me informed about any further developments.

I still haven't received my 2nd withdrawal and can't seem to get a definite answer as to when I should be!

Dear sammijo1972, unfortunately as Nick mentioned he's unable to give you an update about the timeframe of the withdrawal as it is now with the third-party payment provider. We have no other choice but to wait. Please keep me updated about any new developments. I'm sorry I can't be of more help. Thank you in advance for your patience!

Dear sammijo1972,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.