Silver Oak, Royal Ace, Planet 7, Slot Madness, Le Bon Casino, Captain Jack Casino Support and Complaints Thread

None of these transactions are making sense last week or so when I went through all the dates for all transactions on my profile it showed coupon requested may 26th $30 which I even have a email from them about receiving the coupon requested $30 approved which I have showed the screenshot in previous messages and will again. And also now when I go to all transactions on my profile it shows on Jan 23rd $25 coupon request approved and JULY 14th $100 deposit approved and JULY 28th $100 deposit approved so is there anyone that can explain this?? Screen shots are shown to back up what I am saying. 

Hello Deadeye39,

We have to say that we have received complete evidence of your account at Royalace Casino, and that unfortunately we have to determine that your complaint is unfounded. Casino Rep tells you what you need to do, we would ask you to listen to him so that this case can be resolved.

Thank you for understanding.

I recently received a coupon email from Slot Madness.  I googled the site, and it got good reviews on the 1st 2 pages.  I signed up and gambled, deposited quite a bit of money over a month.  Finally I started winning and I went to cash out on October 26th, 2023.  I have over $10,000 in my account and requested a withdrawal of $2500 (the limit). I have messaged customer service at least 15 times and get a different answer on why my deposit was not approved.  It took 2 weeks to get my deposit approved, then they took out $339 for manager fees (they had already subtracted from my winnings for the bonus).  Now I have to wait another 7 business days for my money (so they say) I am having a hard time accepting that I have been scammed.  My user name is my email i*******@gmail.com.  Any help would be appreciated

Hello burke99,

Sorry to hear that you are having such an issue with this brand. We will notify Casino Rep in order to check your account and help you with this matter.

Keep you posted for any updates.

Greetings all,

I've reviewed the situation burke99, and I'll see what can be done to assist.

Best wishes, 

Nick and Slot Madness

So I am brand new here and am hoping to get some insight on this casino, "captain jack". I made a deposit and then won a jackpot and have been waiting for a ..... Very.......Long.............Time...................to get my payout. I guess I'm just looking for any advice or pointers. am I wasting my time? Did I get snookered? thank you for reading this and i welcome anything you can offer.

sincerely and respectfully,

 Tugboat-

Hello tugboat,

Could you please send us your Casino Username via private message so we can check what is happening with your account?

Thank you in advance.

I've been waiting on a $100 payout since Nov. 12th...

The casino states that withdrawal time is 5 to 7 days. On Nov. 21 (day 9) I messaged live support. That's when Ben the VIP Specialist told me to "wait another day or two and check for an update" so I did and I actually waited until Nov. 26th (day 14) and messaged live support again. This time I was told that my case was "escalated" and I would receive a response in 24 to 48 hours. Well, it's now 72 hours, day 16 from the original withdrawal request, and I've received nothing at all... No withdrawal, no payout, no response.

What's the problem?

I log in using Inclave, so I'm not sure how to give you my username. 

Hello GLB713,

Sorry to hear that you are facing such an issue with this brand. Could you please give us your email address that is related to this brand if you are unable to provide us with the username?

Thank you in advance.

Sorry... I forgot to mention that it's Captain Jack casino in having the issue with. 

Hello GLB713,

Thank you for sharing those details with us. We will notify Casino Rep in order to help you with this matter.

Keep you posted.

It looks like they finally approved it after 18 days!

Now let's are how long it takes to actually receive my winnings.

Hello GLB713,

That's a good news. Please let us know when you received the funds.

Thank you.

Withdrawal approved 5 days ago and I still haven't received my winnings. That's a total of 25 days since initially requesting the payout. Completely ridiculous. 

Hello GLB713,

We will notify Casino Rep about this matter.

Keep you posted.

I finally received my withdrawal!

It only took 27 days!

I probably would have never gotten it if it wasn't for you guys at LCB!

THANKS!!! 

Hello GLB713,

We are very glad that you have finally gotten your winnings and that this issue has been resolved! Enjoy!  

I also JUST NOW received a $50 withdrawal from the same casino that was approved on OCTOBER 18th that I never got either! I had given up on ever seeing it! 

Whatever you did, thanks for the early Christmas present! 

Hello GLB713,

Ho, ho, ho, Merry Christmas! 

Hello GLB713,

We will mark this case as Resolved.

I tried to withdraw $250 a couple months ago and it never came through from Slotmadness. I tried to contact them via live support and they told me to email [email protected], and that email failed multiple times due to their server I guess. The live support told me it was due to having multiple accounts, but I use a password program so I know I only have one, and my email only has the one.

This is a win off a free no deposit bonus, but I have deposited to them in the past. Just seems stupidly convenient for them to say I have multiple accounts... 

Anyone know how to deal with this? 

I've had that happen at several sites that I know I never signed up for. It's horrid they can claim whatever and get away with it.

I am sorry I have no advice.

Does anyone you live with have a account with them? Also where were you when you created your account? For example Starbucks, work, ECT ECT. Cause if they have signups from the same public IP that will trip the system. My last job we only had 4 public ips so I got hit with the multiple account wd denial reason before.

Hello Derraxes,

Welcome to LCB! Glad to have you here.

Players are advised to use an extreme caution upon deciding to play here. Slot Madness and sister casinos are known for extremely slow payments and poor customer support...

However, if you provide us with your casino username / ID via private message, we can attempt to get in touch with the casino representative in the hopes that we can assist you with your case.

Thank you.

I checked and it should be the single account.

Hello Derraxes,

Thanks for sharing your casino credentials with us!

We will reach out to the Casino in hopes we will get a reply.

Keep you posted.

Hello Derraxes,

We already have an update.

The casino only confirmed that they have received our email and will be assigning it to one of their representatives.

IMPORTANT: Due to the high volume of incoming email traffic to their site, replies can take up to 72 business hours.

Keep you posted.

Hello Derraxes,

We have sent the reminder to the casino again.

Keep you posted.

Hello Derraxes,

We have to record this complaint as Unresolved because, despite our repeated attempts to reach out to the casino, we never received a response.

We will reopen this case if they respond, taking into account that it is the holiday season.

We appreciate your understanding.

Thank your help, and I know it's a long shot. 

I deposited with Silveroak and waited 12 days with repeated emails sent. A small amount requested. Never got a reply. I did email them and ask why they deposited $25 in my account and they withdrew that but no one could reply back to any emails and hours trying live chat with no one ever answered. I am done with them and hope you would put them on a blacklist. Thieves they are!

Hello Djkt3675,

Thanks for sharing your thoughts with us.

If you require our assistance, we are here to help.

Hello Djkt3675,

We will close this complaint as we did not hear back from you.

Hey everybody my name is Joe username mavr****at Planet 7 Casino. I want to start off by saying but I got a very short response from playing at 7 the other day as to why they have decided to not pay me and refused any kind of dialogue between the casino and I. So I want to say when I was younger about 7 years ago I would play a different casinos and use different accounts for the no deposit bonuses. I didn't have money at the time or a debit card to ever be able to deposit money so I would play with the free chips just for fun I never won a single time on them it was purely for amusement so it's not like I took any money from these casinos and let alone I never played at Planet 7 Casino until recently nor did I ever know that I had been banned because I wasn't banned. That being said let me tell you what happened and you be the judge as to whether or not you think this is fair I got my government stimulus check on 17th of March I decided I wanted to play an RTG casino because I've always loved them and being an adult now was ready to make a real deposit now I have also have made smaller deposits in the past with Planet 7 now I know how much of a stickler they are when it comes to getting your withdrawal so I wanted to make sure all my information was up-to-date and everything was perfect on my account that way I wouldn't have any hassle when I wanted to make a withdrawal therefore I made a new account using updated information because I had recently moved from a different address and I knew that my old address would match up with my current utility bill and as far as I know there is no way to change your address. However, before making the deposit I went straight THU customer support and I asked them to look at my account and I told him that I may have multiple accounts and I wanted the support staff to make sure he went through and check everything out on me so that I would not have any hassle when I wanted to withdraw if I made the deposit I was told by the support person that everything looked good and not to worry so I thought I was good to go. And I have this all in the transcripts that I had emailed to me not only that I took video evidence of every single thing I did online in case something like this happened because I know how strict these casinoscasinos are. I then went to make my deposit I tried to deposit using a Visa card and it took me to a Bitcoin page because they're Visa card things currently down or something like that so I ended up making a quick bit account and paying in Bitcoin that's this process it had me go through when I tried to make a deposit with Visa who ever heard of such a thing. Almost sounds like the perfect way to get away with something person buys Bitcoin from Quick bit and then sends quick Bitcoins to the casino so they get a middleman in between them. And you think that since I paid in Bitcoin I would have got a faster withdrawal. I played the icy winds machine and I quickly find my way up to $200 and then I decided to do $25 bets on the machine I hit a bonus round 4/8 free spins at $25 with up to a nine times multiplier halfway through my bonus I was up to $800 and probably would have gone a lot more had the machine not kick me off the server halfway through bonus it made my stomach hurt. I thought I was going to lose all my money but I didn't I still had 800 so I wanted to cash out immediately I was already scared after being kicked off the server that maybe this is a scam. I then went ask for cash out and they gave me all the things I needed to do. I did every single thing that they asked me to do if you think just faxing in your ID and your utility bill and you're credit card is all that they require that's not true you also have to get verified through a whole different website and do the whole process all over again then after that you have to go fill out all your bank information and I mean it's a lot it took me almost two and a half hours just to get everything done. Feeling satisfied I went to bed woke up the next morning and decided I wanted to play some more so I got my card out and I was ready to make another deposit while I waited for my cash out. I tried to hit the deposit button and it wouldn't let me even put any card information in at all and it did that with all the buttons and it sent me to the cashier the cashier then took my username and said unfortunately your Casino privileges have been revoked and she immediately booted me off their server now is that a little strange? Why would you just boot somebody off and not give them an explanation as to why I tried to go to support I tried to explain my situation but they kept giving me generic answers like they were robots or something they kept asking about deposits do I want to deposit they would not listen to me they did not treat me like a human being I wanted to know why I was revoked from the casino they wouldn't answer me this got mevery nervous if they were going to take my money and take my withdrawal amount. They kept sending me to the cashier and it would ask for my username and information I had to type my question before I even type my username because they kept immediately booting me off without giving me any kind of help at all I couldn't believe they are doing this to me. So then I tried sending emails to the cash out team and emails to the parent company and emails to about everybody even the wizard of odds. The next day I tried to go talk to support again they had blocked me from even attempting to talk to support I couldn't even get in touch with a live person anymore. The following day I tried to go to support again I was able to get in touch with a person who actually showed a little bit of sympathy unfortunately she got booted off the system because of connection issues and then I was talking to somebody else who just wasn't as nice let's just say they told me that I was banned from the casino because over the years I have made multiple accounts with many of their sister companies and haven't deposited enough he said. Why wouldn't you guys tell me that during the sign up process I asked you guys if my account was good to go and if there was anything wrong with it and then I had multiple accounts I admitted it to you guys I told you guys the truth and you said I was okay and not to worry that's what you guys told me you lied to me I understand I wasn't good business for you in the past but you didn't lose any money because of me in fact it made me want to play your casinos now that I'm older and I was making deposits and I probably would have made a whole lot more if you wouldn't have done this. The unfortunate thing is it's almost the end of the month and now I don't have my rent money because I use the money I did have toward other purchases and I was expecting my $800 check now I'm in limbo I don't know what I'm going to do. Sorry about what I did in the past people change you know sorry if I wanted to have a little fun I knew I would never win your crazy bonus chip money anyway I didn't even have cards back then or a bank account to put money in you guys would have denied me as soon as I want anyway I just did it because I wanted to have fun okay thanks. That's why as I've grown older I tried to do the right thing make an account with all verified information make it legitimate deposit so I can have a legitimate cash out and I went and took steps to protect myself by going and asking your support team if my account was good to go and again they said yes do not worry. That to me sounds like you guys lied or deceived the customer hoping he would lose his money and not have to deal with him. You guys should ban people and let them know their band before they deposit and win money. But you won't will you because as long as people deposit and lose you don't care if their band or they're going to be paying when they do win is that how it works. The thing is with your Casino sir or whoever you are I tried to be a legitimate customer with you guys that's why I picked planet7 I don't recall using you guys back in the past I was trying to turn over a new Leaf and start off fresh sure I may have two accounts with Planet 7 but the only reason I made a new one was to update my information which I cannot do on your website sometimes people forget their passwords and stuff do you ever take that into consideration. I hope you guys can make this right because right now excuse my French I'm f***** there's only a few days until the end of the month and I got no money. On a side note I use other gambling companies who take cash app and I send my money to them and there's no way to ever know who they are and they could always rip me off and take my money I have to have trust in them that they will not do that and so I thought using as legitimate Casino I would be more safe but that's not the case at all your casino is like the establishment it's the big dogs and it's always the big dogs that take advantage of the little guys and maybe it's the little guys that we don't need to be afraid of I hope you guys can make this right. If you need any transcripts let me know if you need any video evidence of anything let me know I have everything you guys need. Have a good day mic drop.

Hey Joseph,

Unfortunately our customer service department isn't trained to spot the sorts of things you were asking of them, a transcript of them telling you your account looks fine is proof of little other than you knew something was up and wanted verification you might just get away with it.

I'm sorry if that sounds a bit harsh but looking through your case I can see you're not new to this, you have maaaaaaany accounts in our system in multiple casino brands which are already banned, generally for having matching account details with other dubious and banned players, free chip abuse, and an inability to collect on a deposit you've made in any casino account, ever.

Using different player details to circumvent our automatic systems only gets you so far I'm afraid, the moral of the story is just don't do that. It's a manual process we perform on every withdrawal request and it's quite thorough, if there's been any funny business in any of our or our partner brands or even anywhere in a broader sense, we will find it and you'll get bounced so it really doesn't pay to do so.

This really is friendly advice, and there is a bit of a light at the end of the tunnel. Your $100 deposit has been refunded, it can take a bit of time to get back to you but it has been released on our end so you are out nothing in this case.

I will tell you though categorically what you wanted to know, you are indeed a banned player and ineligible to play in any of our related brands.

Best wishes,

Nick and Planet 7

Ok Nick Thanks for your opinion. The moral of the story is people change Nick. Maybe you guys need a better way of verifying information.Sure I knew I did that in the past, Thats why I asked you support team brother. Now If I knew I was banned I wouldnt have asked support. I'm sure happy that you never made a mistake in your 20's. Must be great to be so perfect. Get better support system that way folks who are in my position can know they are Banned before yoiu steal there money. This is great because now ill go through my records andfind all the casinos I paid at recently and get my money back because you had no intentyion of paying me my winnings in the first place thats theft by deception Nick. 

I want the 700 you guys owe me back I just reread this 2 years later and it's inferiorating f*** you Nick you self-righteous prick you can get f***** you and your stupid f****** casino. I want my f****** money back no more mr. Nice guy. You piece of s*** you owe me f*** face before I even signed up and made a deposit. Ask your stupid dumbass support team if I could deposit there and if I would be safe in doing so and they told me yes. What do you think support does you guys have all my account information retard? You should have known that when I asked before I deposit it dummy you f****** stupid. Nick and give me my f****** 700 bucks before I get real f****** pissed b**** and your casino and your sister sites. They all suck too bunch of janky ass RTG software pieces of crap. You guys suck. Pay me my money b**** make right on your end dummy

Hello Joseph Caruso,

We would kindly ask you to write in a more polite way. Thanks.

First of all, welcome to LCB! Glad to have you here. 

We will look into this and get back to you asap.

Hello Joseph Caruso,

The casino provided us with proof regarding your case that outlines the history of multiple accounts across various casino brands. Despite this, you were refunded the $100 deposit, although you are still ineligible to play in any related brands due to being a banned player. 

We will close this complaint and mark it as Resolved, as we did everything in our power to assist you.

Thanks for your understanding.

No you're not getting it. I never knew that I had an account with them. It was with their sister sites. How am I supposed to know that they were part of those places? And like I said I asked their employees if I had multiple accounts and if I was okay to gamble there and they told me yes the customers always f****** right? Am I right? I tried to protect myself and they f***** me over. I want my money back. Help me. You would do the same thing if you were pissed

Ask him how much money they lost because of me. None absolutely zero over the years. Nothing I've never ever cashed out ever and was with the other companies. Not them. You can just spring that up on somebody like you. You knew. How was I supposed to f****** know if they were cool they would refund my $700 that I won. Rightfully from there quit being a bunch of pussies

Hello Joseph Caruso,

We understand your frustration, but we advise you to always check if the casino has sister sites on review casino sites, such as LCB, before creating an account or depositing any funds.

See our review of the casino HERE.

On the right side, you will see listed all sister sites.

Regards,

Ok I need help with my Chumba casino complaint

Hello Joseph Caruso,

This is the direct casino support thread; please post a complaint here.

Regards,

I have been playing on Captain Jack casino platform for a few months. I received a promotional email for free spins. I used the email code. At the end of the free spins I had like 3.99 in my balance. I then proceeded the play through requirement. I managed to hold on to my lil money through the playthrough. After I completed play requirements I was still playing and turned my 3$ into 150.00. I played back 50.00$ of my 150.00$ for fun. Once again I just want to stress I won 150.00 after I completed the playthrough otherwise the casino would have took the extra money.  I then requested the withdrawal of my 100$ during my request there was no mention of I couldn't cash out usually casinos let you know if you can't for whatever reason.. I made the required 10$ deposit and my docs were verified. I got my email that says withdrawal approved. All I received was 10.00$ my deposit back from them. I contacted chat support where I was informed that manager approval withdrawal means your withdrawal is denied. What? How does that make sense. They said I used multiple free chips. You can’t do that the system will deny them. I have no money left in my casino account and they had no right to take my money per their terms and conditions I completed my playthrouigh and the money I had was made after the fact. Chat support disconnected the chat. I have been emailing them everyday for a few days now. I have all the screenshots I document all money transactions. I haven’t heard anything back from them.  

Hello Bonos23,

First of all, welcome to LCB! Glad to have you here. 

Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?

Also, be free to read our review of the casino here.

Hello Bonos23,

Can you please send us your casino username/id via private message?

Hello Bonos23,

We will close this complaint due to the inactivity of the submitter.

I have sent user name via private message

Update: I am still waiting and have heard nothing from Captain Jack not one response to my emails. Chat support just disconnects chat when o state my issue. Still haven't received any payout on my account it was all taken by manager withdrawal 2 diffrent times same transaction left me with nothing. I would also like to just state that when I initiated the withdrawal play through balance was gone I had passed it and my whole amount in account was eligible for withdrawal the site didn't say you can't withdrawal you have a bonus balance or whatever it was all redeemable

They asked for a deposit to redeem my winnings and said it will be refunded back and I did that what they requested.

Hello Bonos23,

We will Reopen the complaint.

Thanks for sharing your casino credentials with us!

We will reach out to a casino representative to inquire about your case asap.

Keep you posted.
 

Hello Bonos23,

We have reached out to the casino rep again.

Keep you posted.