Captain Jack Casino - ビットコインの引き出し処理が遅れています。

I am having trouble getting the casino site to process my pending bitcoin withdrawal or respond to queries about the withdrawal. I have been told the withdrawal will be processed the site will never say when.

On 17 March 24 – I made a $75 Bitcoin deposit (promo code REDEPOSIT270 which was a 270% no rules bonus)

On 19 March – I completed the play through requirement with a remaining real balance of $335.21. I submitted a bitcoin withdrawal request in this amount. 

On 24 March – I contacted customer support for status update. Customer support verified my bitcoin wallet address and stated that withdrawals are typically processed within 7 business days. Customer support stated that no further info was needed from me at this time. 

On 11 April – I sent customer support an email requesting a status update. The next day customer support acknowledged receipt and stated they would reply within three business days. I was assigned customer support case number is 153875747. However, there has not been any update from the casino and the requested withdrawal is still pending.

Thanks for any assistance you can provide on this matter.

Respectfully,

Chris S*******

Dear Supernova7370,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than one month is an unusually long time.

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

Best regards,

Petronela

Petronela,

The requested withdrawal amount of $335.21 was removed from my online account when I submitted my withdrawal request but the funds have not been received. I have not used the account since I submitted my withdrawal request. After I contacted Casino Guru for support, yesterday, I was able to finally get a hold of a casino customer support representative. The casino customer support agent again informed me that my withdrawal was pending review by their financial department which should occur next week. The agent stated that the withdrawal would then be processed about a week after their review. The site has never said that my withdrawal will not be processed. The casino has just been slow to act. For example, on 24 March, I was told my withdrawal would be processed within 7 business days. This did not occur. Yesterday, on 27 April, the casino is again stating that my withdrawal will be reviewed in a week.

My winnings were accumulated with an active promo bonus. I expect a bonus amount of about $202 to be deducted from the requested withdrawal balance of $335.21.

Thanks again for your help.

Chris

Petronela,

For your information, I have an update. The casino's financial department approved my requested withdrawal. I am still waiting for the withdrawal to be processed. However, there has been some progress.

Respectfully,

Chris

Great news, Supernova7370. Please let me know when you receive your winnings.

Looking forward to hearing from you.

Petronela, just to let you know, I am still waiting for my requested withdrawal to be processed. About a week has passed since the casino approved the withdrawal. Sincerely, Chris

Thank you very much, Supernova7370, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.