Captain Jack Casino - El retiro del jugador se ha retrasado.

2 months ago I requested 2 withdrawals of $ 2,500 each, so far it is still in process, they only tell me that they are going to scale but that has not worked so far

Hace 2 meses solicite 2 retiros de $2,500 cada uno hasta ahora sigue en proceso, solo me dicen que aran un escala pero eso hasta ahora no a funcionado

Dear San Juanita

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months 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

Good morning, thanks for your help, hopefully we will have an answer soon!

Buen día, gracias por su ayuda ojalá tengamos respuesta pronto!

Thank you very much, San Juanita, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello San juanita,

I looked at your complaint and will do my best to help you. I would like to invite Captain Jack Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello, good morning, until today I have not had an answer, they only tell me that it is in process

Hola buen día, hasta hoy no eh tenido respuesta, solo me dicen que está en proceso

Greetings all,

I've reviewed the situation and will do what I can to assist on this end of course. 🙂

It's been some time since we confirmed your payout details San Juanita, one of my agents will be reaching out to you to confirm these details (you have currently selected physical check for withdrawal). Watch for that email, confirm the necessary information and I should be able to get things moving for you.

Best wishes,

Nick and Captain Jack

hello good morning, for what day should i wait for the email? A question! Has the withdrawal been approved?

hola buen día, para que día debo esperar el correo electrónico? Una pregunta! Ya se aprobó el retiro?

What should I do? The casino is asking me to cancel the withdrawal and request it again

Que debo hacer el casino me está pidiendo que cánsele el retiro y lo vuelva a solicitar

I have received the email from the casino representative and I have already sent the information they are asking for. I also received another email saying that they received the requested information. Now I hope it can be solved in a short time

Eh recibido el correo del representante del casino y ya envié la información que me piden también recibí otro correo electrónico diciendo que recibieron la información solicitada. Ahora espero se pueda resolver en un corto tiempo

Excellent,

Received and updated in your casino account. Thanks so much for you cooperation San juanita, I'll see what I can do to get things moving for you.

Best wishes,

Nick and Captain Jack

Good morning, how many days should I wait for the approval and sending of my withdrawal?

Buen día, cuantos días debo esperar para la aprobación y el envío de mi retiro?

For the representative of the casino captain back, I see that only one of the withdrawals was approved, can you tell me when it was approved, remember that several months have passed since the request of both.

Para el representante del casino captain back , veo que solo uno de los retiros fue aprobado puede decirme cuando se aprobara recuerden que an pasado ya varios meses desde la solicitud de ambos .

Hello everyone, I see in my casino account that only one of my withdrawals has been approved. My question is until when will the pending one be approved?

Hola a todos, veo en mi cuenta de casino que an aprobado solo uno de mis retiros. Mi pregunta es hasta cuando se aprobara el que quedó pendiente?

Greetings all,

Just an update, the first payment has been issued to our 3rd party for disbursal as a physical check. Once the check is available with the courier you will receive an email with the tracking information to facilitate delivery San juanita. Be sure to physically deposit the check directly into your bank account.

Once the check has been delivered, deposited, and cleared by your bank I can go to work on getting the next approved and paid out for you so keep me posted San juanita.

General delivery time for a physical check is between 3 and 10 business days.

Best wishes,

Nick and Captain Jack

Good morning everyone, I understand thank you for the information and your representative help, I will wait for the mail. Have a nice day, blessings

Buen día a todos, entiendo gracias por la información y su ayuda representante, esperaré el el correo. Que tengan lindo día bendiciones

Dear San juanita,

let us know when there will be something new.

Hello, good day, yes of course at the time of receiving the email with the tracking number, I know I know, thank you very much for helping me blessings

Hola buen día, si claro al momento de recibir el correo electrónico con el número de seguimiento yo sé los are saber, muchas gracias por ayudarme bendiciones

Hello good morning, just to let you know that I have not received my withdrawal tracking number yet.

Hola buen día, solo para hacerles saber que aún no recibo el número de seguimiento de mi retiro.

Villam I have not received the tracking number yet, I will let you know as soon as I receive it.

Villam aún no eh recibido el número de seguimiento, yo le are saber en cuanto lo reciba.

Hello good morning, just to let you know that I received the email with the tracking number of my withdrawal thanks for your help

Hola buen día, solo para garles saber que recibí el correo electrónico con el número de seguimiento de mi retiro gracias por su ayuda

Good evening, just to let you know that I received my approved retirement check, thank you for your help! Now I await the process of the second withdrawal in question.

Buenas noches, solo para hacerles saber que recibí el cheque de mi retiro aprobado, gracias por su ayuda! Ahora espero el proceso del segundo retiro en cuestión.

Dear San juanita,

thank you for informing me, keep me updated, please.

Great to hear San juanita,

Now please deposit the check physically into the approved bank account, once the check has cleared with your bank please inform me and I can attempt to move forward your next payment.

Best wishes,

Nick and Captain Jack

Hello, good morning, the check has been deposited and credited to my bank account Thank you for your help, now you can start the next withdrawal

Hola buen día, el cheque a sido depositado y acreditado a mi cuenta bancaria Gracias por su ayuda, ahora puede empezar el siguiente retiro

Hello, good morning everyone, can I know when the process of my next withdrawal of $ 2500 will begin?

Hola buen día para todos, puedo saber para cuando empezará el proceso de mi siguiente retiro de $2500 ?

hello Good morning, blessings to all! It's been a few days since I received my withdrawal, but I still have no response from the casino about the process of the next withdrawal of $ 2,500.00

hola Buen día, bendiciones para todos! An pasado algunos días de que recibí mi retiro, pero aún no tengo respuesta del casino sobre el proceso del siguiente retiro de $2,500.00

Hello, good morning everyone, days go by and I still have no response from the casino.

Hola buen día a todos, pasan los días y aún no tengo respuesta del casino.

Thanks for the confirmation San juanita,

I'll see what we can do to get that next payment out for you.

Best,

Nick and Captain Jack

Hello, good day, okay Thank you for your help, I will wait for your answer!

Hola buen día, esta bien Gracias por su ayuda, esperaré su respuesta!

Hello everyone, my withdrawal of $ 2,500 has been approved, now I will only wait for the days required to deliver it. Thank you all and blessings.

Hola a todos, an aprobado mi retiro de $2,500 ahora solo esperaré los días requeridos para la entrega del mismo Gracias a todos y bendiciones.

Dear San juanita,

let me know when you'll receive the rest of your winnings, please.

Hello, good day, of course if Viliam I will notify you as soon as I receive it, thank you.

Hola buen día, claro que si Viliam yo le aviso en cuanto lo reciba gracias.

Yes, of course, I will let you know, thank you for your help.

Si claro yo les aviso gracias por su ayuda

Dear San juanita,

you don't need to answer when I set the timer on you, it has to be done. Please, answer when you'll receive your winnings.

Thank you for understanding.

Okay Thanks for the information

Esta bien Gracias por la información

Dear San juanita,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint. If you'll not get your winnings just let me know and I'll investigate with the Casino representative.

Hello good morning, I am waiting for the tracking information for my earnings I still have no news

Hola buen día, estoy en espera de la información de rastreo para mis ganancias aún no tengo noticias

Hey all,

I had a look and we have yet to receive tracking information from our 3rd party as well, doing the math it really shouldn't be too much longer here but let us know San juanita.

Best,

Nick and Captain Jack

Good morning, many days have passed and I still do not receive the tracking information of my earnings, as soon as I receive it I will let you know.

Buen día, an pasado muchos días y aún no recibo la información de seguimiento de mis ganancias, en cuanto lo reciba se los are saber.

Hello, good morning, yesterday the days required for the delivery of the tracking number of my earnings were fulfilled, is there anything else I can do?

Hola buen día, ayer se cumplieron los días requeridos para la entrega del número de seguimiento de mis ganancias, hay algo más que pueda yo hacer?

Greetings San juanita,

I did some inquiring and there are currently no reported delays on check payment, from what I can tell there is currently nothing to be done aside from be patient a bit longer and it should come in.

Best wishes,

Nick and Captain Jack

Hello, okay, how many more days will I have to wait for it to arrive?

Hola, esta bien cuantos días mas tendré que esperar para que llegue?

Hello, good morning, inform me with customer service and they tell me that it is 7-10 business days for the funds to be sent. According to my accounts, if it was sent to said department on 10/25/2021 then 13 business days have passed, now tell me, Mr. Nick, how many more days do I have to wait for my funds to be sent? Thank you and have a good day.

Hola buen día me informe con servicio al cliente y me dicen que son de 7-10 días hábiles para que sean enviados los fondos. Según mis cuentas si se envío a dicho departamento el 10/25/2021 entonces an pasado 13 días hábiles, ahora dígame usted señor Nick cuantos días mas son los que tengo que esperar para que sean enviados mis fondos? Gracias y que pasen buen día.

Greetings San juanita,

Certainly physical check as a payout method (especially in this day and age) is less than ideal. We use 3rd party payment providers to receive and deliver funds to and from our players and we are subject to their timeframes much the same as you are, it can at times be frustrating. The good news is that they are extremely reliable in the general sense, once payment has been placed they will deliver. The bad news is we have no control over nor knowledge of exactly when this will be.

I do apologize once again for the delay however at this juncture there is nothing to be done except to be patient, with any luck you will receive the email with courier tracking information shortly.

Best wishes,

Nick and Captain Jack

Hello, thank you very much for the information. Certainly I just received the email with the tracking number of my earnings, I will inform you once that I have received the check and it has been deposited into my account once again, thank you for your help, blessings.

Hola, muchas gracias por la información. Ciertamente acabo de recibir el correo electrónico con el número de seguimiento de mis ganancias, les informaré una ves que aya recibo el cheque y aya sido depositado en mi cuenta una ves más gracias por su ayuda bendiciones.

Hi everyone, just to let you know that I received the check but was unable to get the funds as it will be left in collection for 6-8 weeks.

Hola a todos, solo para hacerles saber que recibí el cheque pero no pude obtener los fondos ya que se quedará en colección de 6-8 semanas.

Hello, good day, today I spoke with my bank and they advised me to speak with the casino to let them know that the check they sent me cannot be deposited into my account, it is necessary that they send a check with funds of United States currency, they can send me a different check oh make a bank transfer? Otherwise it may not be possible for me to get my funds.

Hola buen día, hoy hablé con mi banco y me aconsejaron que hablara con el casino para hacerles saber que el cheque que me enviaron no se puede depositar en mi cuenta es necesario que manden un cheque con fondos de moneda de Estados Unidos, podrán mandarme un cheque diferente oh hacer una transferencia bancaria? De lo contrario podría no ser posible que obtenga mis fondos.

Dear Nick and Captain Jack Casino,

can you explain to us why San juanita is not able to get her winnings, please?

Greetings all,

There is documentation involved with the casino approving a player for check as a withdrawal method. The bank itself, the type of account, and a statement from the player that their bank does indeed accept international checks are among these. All this is to prevent this sort of situation.

We do indeed have on file such a statement from you San juanita.

One of my agents is reaching out to you to assist, please watch for and follow up with her email.

Best wishes,

Nick and Captain Jack

Okay I'll be attentive to my email, can you explain the continuation?

esta bien estaré atenta a mi correo electrónico, puede explicarme el prosegimiento ?

Hello, a casino agent contacted me and I am very sorry for the confusion, my bank has not completely rejected the check only that it was left in collection to extract the funds before they are deposited to my account, please do not cancel the check yet I contact you to let you know if it could be accepted or if it has been rejected.

Hola, un agente del casino se comunico conmigo y siento mucho la confusión, mi banco no ah rechazado por completo el cheque solo que se quedó en colección para extraer los fondos antes de que an depositados a mi cuenta, por favor no cancelen el cheque aún yo me comunico con usted para hacerles saber si se pudo aceptar oh a sido rechazado.

Sure San juanita, let me know.

Sure yes, blessings

Claro que si, bendiciones

Hello everyone, Mr. Nick, Captain Jack Casino representative, can you please inform me if Wellsfargo Bank has withdrawn the funds from your bank? Please let me know if you have any news that is important to me, thank you and blessings have a good day.

Hola ah todos, señor nick representante del casino captain jack puede hacerme el favor de informarse si el banco Wellsfargo ah extraído los fondos de su banco? Avíseme por favor si tiene alguna noticia es importante para para mi, gracias y bendiciones que pasen buen día.

Greetings San juanita,

We use 3rd party payment providers to both receive and send funds to and from our players. Payment was made by the casino to them at the time of initial payout. As to when your bank will release the funds to you that is entirely on your bank I'm afraid. We would have no way of determining this information. If the check is returned to you we can start working on a new method of payment (and stop payment to the check already issued), until then we can only be patient and hope your bank releases the funds soon.

Best wishes,

Nick and Captain Jack

Hello, good day, okay, Mr. Nike, thank you for that information, today I will talk to my bank and what can be done, I will keep you informed. Thank you and blessings.

Hola buen día, esta bien señor Nike gracias por esa información hoy hablaré con mi banco haber que se puede hacer los mantendré informados Gracias y bendiciones.

Hello Good morning, I still do not have a response from my bank as soon as possible I will inform you what you let me know

hola Buen día, aún no tengo respuesta de mi banco en cuanto sea posible les informo lo que me hagan saber

Hello, good day, the check is still in collection and it may take 4-10 weeks to connect the funds and so you can make the deposit to my account, as soon as I have news I will let you know, thank you and blessings

Hola buen día aún está en colección el cheque y puede tardar de 4-10 semanas en conectarse lis fondos y así puedan hacer el depósito a mi cuenta, en cuanto tenga noticias se los are saber gracias y bendiciones

Dear San juanita,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, good morning, I still have no response from the bank as soon as I have any information, I will let you know, thanks and blessings.

Hola buen dia, aun no tengo respuesta del banco en cuanto tenga alguna informacion se las are saber, gracias y bendiciones.

Dear San juanita,

I'll set the timer for 7 days, let me know if you will (even if you'll not) receive your winnings. In case you'll not receive them I need to extend the timer.

Thank you for understanding.

Hello good day, so are you thank you and blessings

Hola buen día, así lo are gracias y bendiciones

Hello good morning, just to let you know that I am still waiting for the bank to collect the funds from the check that was sent to me, I will keep in contact with you thank you and blessings.

hola buen día, solo para hacerles saber que aún estoy en espera de que el banco colecte los fondos del cheque que se me envió, seguiré en contacto con ustedes gracias y bendiciones.

Hello everyone, good evening, I am just communicating to let you know that my bank has already released the funds and they have already been credited to my account, thank you very much everyone for your help, blessings.

Hola a todos buenas noches, solo me comunico para hacerles saber que mi banco ya libero los fondos y ya an sido acreditados a mi cuenta, muchas gracias a todos por su ayuda bendiciones.

Dear San juanita,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru