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I received a 15 cash back bonus and began to play it out over the course of a couple of days it became 1800.00 and my play through amount had been made probably 10 fold. I requested 1000.00 early Dec. 2nd and began waiting I read the casino policies to get an idea of how long I would have to wait. I was requesting crypto currency so they said 10 days max after that time I would check my account only to see withdrawal pending it hasn’t even been sent to be paid so I contacted them to try and find out anything at all as to why it was showing pending still and each time I was told either we are still in our time frame or I have escalated you withdrawal so it should only be a few more days. It’s more the 31st and my withdrawal is still pending and the keep sending me offers I can’t use because I have a pending withdrawal . I finally emailed them last week and they said give them 72 hours which has past several days ago. I am attaching the charts I did think to save and the email. Thank you for you help

Dear CoyCarreker,

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?
• Was your account fully verified already?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Yes the withdrawal is still pending in my account, I can’t get any kind of answer from customer support only that they are expediting my case to the financial team it’s always their stock answer no matter who I speak with . As far as I know it’s not a casino system issue again they have yet to tell me anything as to why my money has been in limbo, my account has been fully verified I have asked on several occasions to be sure that wasn’t the issue. The telephone phone number they provide is not a good number so I have been only able to use the chat support and email. Thank you for your help in this matter

Update I was just checking my account with captain jack and they have on my transactions approved 100 denied 900 then it say manager withdrawal request 900 and approved manager withdrawal so they are basically trying to give me 100 and keep 900 and I am thorough about bonuses and they cannot say that there was a max payout of 100 because there is not on cash back bonus which is what I was playing with they were generous enough to give me 10 dollars cash back after several hundred deposited ! I am

waiting for an explanation from them as to why they cheating me out of 900

also they were continuously sending me promo plays hoping I would bite but to my understanding they are a rtg casino and had I played I could have lost my withdrawal! Please help me get my money out to expose these rip offs for what they are.

Another update : talking with support I was told that there is a max payout of 100 dollars on no deposit bonus and free spins for me to read terms and conditions and it states that there is a 100 dollar max on no deposit and free spins that is in a section of terms and conditions and if I were playing a no deposit or free spin then I would say ok however in another section of terms and condition it addresses cash back bonuses which to me is the terms that would apply and it does not state a max cash out on that type of bonus so according to my transactions I was playing with a cash back bonus so should the terms for cash back bonus apply and not terms for no deposit bonus and free spins?

Hi CoyCarreker,

I have checked the cashback rules on the website, and this is what I found (here):

Weekly Cashback

...

Unless specifically stated otherwise, the Weekly Cashback bonus comes with 2 times maximum allowed withdrawal(minimum $100).

Based on the forwarded screenshot, it appears that the winnings were capped due to the maximum cashout rule associated with the cashback bonus. Unfortunately, you may not be eligible for any additional winnings.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Help me to understand how you come up with the 100 dollars from

Unless specifically stated otherwise, the Weekly Cashback bonus comes with 2 times maximum allowed withdrawal(minimum $100). If you could explain how that works out to be 100 then I might could be ok with that because every where else they are very clear about 100 max withdrawal and I just don’t know out can’t make it work in my head Joe it came to 100 dollars, I would be grateful if you could help me understand the math here

Hi CoyCarreker,

If you've received a $15 cashback, the maximum cashout would be 2 times the maximum allowed withdrawal, which is 2 times $15. However, it should not be less than $100. In your situation, the maximum cashout would be 2 times $15, equaling $30. Nevertheless, since the minimum allowed is $100, that's why $100 was approved for withdrawal.

Thank you.

I still don’t understand the math I just wish if that be the case these places were not so vague about it in terms and conditions dealing with cash back and spell it out plain as day in free bonus section to me that is shady and why wait 30 days to address it and tell me that when they could have said that from the get go instead lead one to believe they have 1000.00 coming not once on all of my charts over the 30 days was I told that I was not eligible for the 1000 dollar payout because of cash back bonus. If they had of said that like even as much as a week after requests I would have been a little more receptive! The 100 they did approve I have yet to receive

Where did you see that maximum allowed

withdrawl was 15 dollars or the amount the gave me in cash back how is what they gave me as cash back considered to be maximum allowed withdrawal I guess if you could explain that to me I wouldn’t feel as if I am trying to solve a riddle

Hi CoyCarreker,

I tried to explain it once before, let me try again.

Upon receiving a $15 cashback, the maximum cashout is calculated at 2 times the allowable withdrawal limit, which, in this case, would be 2 times $15. However, this amount should not be lower than $100. Given your circumstances, the maximum cashout would theoretically be 2 times $15, totaling $30. However, since the minimum withdrawal allowed is $100, that's why $100 was approved for withdrawal.

Please let me know when you receive your winnings of $100 so I can update the status of this complaint accordingly.

Thank you.

Ok still haven’t received the 100 will update when I do thank you

Thank you, CoyCarreker. Will be waiting for the update patiently.

Dear CoyCarreker,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

PS: The disputed amount has been adjusted from $1,000 to $100.