FAQ

General Questions

How do I get my Welcome Bonus?

To get your welcome bonus, follow these steps:

  1. Download the Captain Jack Casino software
  2. Create your account
  3. Log in to the Captain Jack Casino software and make your first deposit in the cashier
  4. Click on 'Redeem Coupon'
  5. Enter your coupon code (this was sent to you by email when you created your account)
Does the casino support U.S. players?

Yes, absolutely. In fact we successfully process a higher percentage of instant deposits from U.S. customers than most of our competitors.

What countries are not able to open an account?

Customers from the certain countries are presently unable to join or may be restricted to play without receiving promotional offers from the casino. You may download country restrictions list as a Word document or view the list as a PDF file.

Deposit Questions

How do I make a deposit to my account?

In order to make a Deposit, you must first download Captain Jack Casino's software. For complete step-by-step instructions on downloading and installing Captain Jack Casino, please go to the Download Now section of this site or contact us through Live Help.

After installation of the Captain Jack Casino software, you must open a Real Money Account. Upon opening your account you will receive your Real Money Account Name (also called a username) and password. You are now ready to make a deposit into your Captain Jack Casino account.

  • Launch the Captain Jack Casino software, and select the 'Play for Real Money' option.
  • Enter your Real Money Account Name and password in the 'Login' screen.
  • Click on the 'Cashier' icon, followed by the 'Deposit' option.
  • Select your preferred Deposit method.

Generally, credit card or debit card deposits made in Canada, the UK or EU countries that use the Euro will be converted into and charged to your card in US dollars. The conversion rate applied will be the daily rate used by our bank. Once the deposit has been approved, you will be sent your transaction ID and the amount deposited in US dollars. In some circumstances, the deposit will be charged in US dollars at the rate used by your issuing bank.

Captain Jack Casino uses the latest encryption and protection technologies, to ensure that your financial information is completely secure. You can feel confident submitting your Credit Card details on our secure form, in fact, it's safer than using your Credit Card at your local gas station or ordering a pizza!

Email Casino Support:

Deposit Questions: [email protected]

Payout Questions: [email protected]

General Questions: [email protected]

What deposit methods can I use?

Below is a list of each deposit method that is offered by Captain Jack Casino. For complete instructions on how to make a deposit using any of the methods from the list, please contact us at 1-888-288-2939.

Payment Methods:

  • Visa $50 - $1,000 per transaction
  • Credit Card Deposit by Telephone or Live Chat $50 - $5,000 per day
  • Cash Transfer (CONTACT US for this option) $50 - $1,350 per transaction

Customer Support: For assistance regarding Captain Jack Casino deposit methods, please click here for Live Help. Or feel free to call us Toll Free US/CA: 1-888-288-2939

Deposit Questions: [email protected]

Payout Questions: [email protected]

General Questions: [email protected]

How long does it take to process my casino deposit?

In most cases your Deposit at Captain Jack Casino will be processed immediately, but deposits made by cash transfer can take up to 20 minutes for verification. In certain unusual cases your Deposit could take up to 24 hours to process.

If for any reason your Deposit is not approved, you will be notified by Email within a few minutes.

 

Customer Support: For assistance regarding Captain Jack Casino deposit methods, please click here for Live Help. Or feel free to call us Toll Free US/CA: 1-888-288-2939

Deposit Questions: [email protected]

Payout Questions: [email protected]

General Questions: [email protected]

Is it safe to use my credit card online?

We strongly recommend using Captain Jack Casino's secure Online Credit Card system. It is fast, user friendly, and completely secure. We use SSL (Secure Socket Layer) technology for securing our transaction servers and MD5 encryption technology for data transfer. It is safer than using your Credit Card at your local gas station or when ordering a pizza over the telephone.

However, if you prefer, at Captain Jack Casino we do offer the option of calling in with your details or contacting us via live chat.

 

Customer Support: For assistance regarding Captain Jack Casino deposit methods, please click here for Live Help. Or feel free to call us Toll Free US/CA: 1-888-288-2939

Deposit Questions: [email protected]

Payout Questions: [email protected]

General Questions: [email protected]

What will appear on my credit card statement?

In order to provide safe, secure and fast transactions Captain Jack Casino employs the services of a number of secure processors. Due to the high volume of transactions we handle every day, you may see a different billing descriptor depending on the processor securing your transaction.

If you would like more specific information on how your transaction will be displayed on your bank statement, please call us and we can provide you with the most up to date descriptors.

Does Captain Jack Casino require documentation for deposits?

Captain Jack Casino does require all players to fill out a Credit Card Agreement Form and provide a copy of a Government issued ID as well as a copy of your utility bill. Please print and fax/scan back to us as soon as possible to:

Fax US/CA: 1-866-725-1102

Email: [email protected]

CLICK HERE FOR CREDIT CARD AGREEMENT FORM

Captain Jack Casino may allow several deposits before requesting these documents, however to avoid any problems or delays with your deposits, please get this document filled out and faxed or emailed back to us as soon as possible.

 

Customer Support: For assistance regarding Captain Jack Casino deposit methods, please click here for Live Help. Or feel free to call us Toll Free US/CA: 1-888-288-2939

Deposit Questions: [email protected]

Payout Questions: [email protected]

General Questions: [email protected]

Payout Questions

How do I request my winnings?

To withdraw from your Captain Jack Casino account, please login to the Casino using your Account Name and Password, and follow the steps below:

  1. Click on the 'Cashier' button in the Captain Jack Casino Lobby.
  2. Once in the Cashier, click on the 'Withdraw' tab.
  3. Enter the amount you wish to Withdraw.
  4. From the options on the left, please select the method by which you wish to receive your Payout.
  5. Fill out any required information in regards to the withdraw method you have chosen.
  6. Click the 'WITHDRAW' button.

You may now check your Account History, by clicking on the 'Account History' tab and monitor the status of your withdrawal.

Payouts requested by the same method within 24 hours may be combined in one payment.

What payout method can I use?

Withdrawal options are subject to change due to availability, but we do offer the following options as standard. Additional options may be used as they become available (e.g. Neteller). The latest withdrawal options will always be displayed in the Captain Jack Casino software.

Standard withdrawal options:

  • Bank Wire
  • Bank Checks
  • Cash Transfer

If you should have any questions or concerns please contact our support team toll free at 1-888-288-2939, e-mail at [email protected] or via live chat.

How long does it take to receive my winnings?

Captain Jack Casino prides itself on providing prompt payouts. All standard withdrawal requests will be reviewed and approved, or denied, within 3 business days of your request. Players who make a withdrawal of $200 or less or do not use any match bonus, or who use a match bonuses valued at 100% or less (as their last bonus before requesting a withdrawal) will qualify for Express Approval. Please see our Terms and Conditions for full details. Your payment will be made within 10 to 14 business days after approval. Withdrawal times may vary due to processor availability. Requests must be made through the casino cashier. Simply enter the amount you wish to withdraw, select a withdrawal method from the left hand side of the cashier screen, and we will notify you by email when your withdrawal is requested, approved and sent.

A maximum of $2,500 will be sent per week. All balances will be sent the following week(s). This amount may vary due to processor availability.

The minimum allowed withdrawal amount is $100.00. All withdrawals by check or money transfer may be subject to a processing fee.

In order to ensure the security of your withdrawal, Captain Jack Casino may require certain ID verification for withdrawals, including a completed copy of our CREDIT CARD AGREEMENT FORM

Can I reverse my payout after requesting it?
What is Captain Jack Casino's payout policy?

As part of our commitment to providing truly superior service, Captain Jack Casino makes every effort to ensure that your payout request is processed as quickly and efficiently as possible.

The following is an explanation of how the withdrawal process works as well as the Captain Jack Casino policy:

  • At Captain Jack Casino, the method(s) by which we pay your withdrawal is directly dependent upon the payment method(s) by which you have submitted your deposit(s) in the past, and the amounts of those deposit(s).
  • Players depositing by Credit Card will be paid by either check or cash transfer. Payment method may vary from withdrawal to withdrawal.
  • Payouts requested within the same 24 hour period as the deposit, via the same payment method, may be combined as one payment.
  • If you have not actively used your chosen payment method to deposit to your account for more than 12 months, this payout option may no longer be available.
  • If your payout request is for less than the minimum allowable amount (listed below) the funds will be returned to your casino balance.
  • The minimum allowable withdrawal for ALL PAYOUT METHODS is $100.
  • Occasionally, your authorization or some documentation may be required to process your payout request, and we may ask that you sign a list of your previous deposits to your Captain Jack Casino account.
  • Captain Jack Casino reserves the right to delay and/or stop the processing of payout requests until final approval has been received for any outstanding deposit transactions.
  • Winnings come from deposits using Winnings come from deposits using bonuses may be cashed out only after all bonus requirements have been satisfied.

*Note that payments sent in check form must be deposited within 30 days of receipt. Captain Jack Casino accepts no responsibility for checks deposited after this time frame. Depending on your relationship with your financial institution, there can be a clearing period of up to 45 days on deposited checks.

If you have any questions or concerns please contact our support team toll free at 1-888-288-2939, e-mail at [email protected] or via live chat.

Important Info Regarding Withdrawals Which Require Stop Payments
  • Stop Payment will be requested by Captain Jack Casino.
  • Once the Stop Payment has been confirmed by the third party processing company, the withdrawal funds will be re-deposited back into the players account.
  • Player will be contacted at the phone number and email address the Casino has on file to inform them about the returned funds.
  • Should an address update/correction be required the Casino will request an updated Utility Bill reflecting the new address where the withdrawal needs to be sent to.
  • You will then need to re-request the withdrawal and wait the standard time frame for Bank Check withdrawals.