Rejected, bogus player claim: Casino Cruise - Bonus Terms Breach

REJECTED
jayman450 Estonia
posted on February 12, 2016.

So I played at Casino Cruise and deposited 150 euros with a 150% bonus. I played until I had wagered the bonus 40x and it was released. In the statement the casino sent me, the maximum of bonus money that I had was EUR 2,140.90. After the bonus had been wagered I won quite a bit of more money and in the statement the casino sent to me it shows that these were real money games and bets. Now the Casino is refusing to pay me my winning and has confiscated winnings worth EUR 3,980.90, despite that the bonus money I had never exceeded EUR 2,140.90. The bonus terms and conditions say that:

In order to fulfill the wagering requirement, you cannot place a wager which (i) for slots and video slots - is more than (5, 50 NOK, 50 SEK, $5, £5); for any other currency, you cannot place a bet which is more than the equivalent to 5 USD; and (ii) for any other game is more than (30, 300 NOK, 300 SEK, $30, £30); for any other currency, you cannot place a bet which is more than the equivalent to 30 USD. This rule also applies when using any double up/gamble feature in any game. In case of a breach of this rule, you agree that your Bonus Balance will be forfeited, apart from the original deposit amount, to the extent that it was not wagered and lost less 10% administrative fees and bank charges.

Therefore according to these terms and conditions I would still expect a payment from the casino as a part of my winnings were with real money and not with bonus money. This is also what the casino client service person told me (attached files).

I would be grateful for your help.

posted on February 15, 2016.

Hello jayman450 ,

This is to let you know that we have read your complaint. We are looking into it and will get back to you as soon as possible.

Kind regards,
Casino Cruise

jayman450 Estonia
posted on February 15, 2016.

Thanks, I'd just ike to draw your attention to the fact that in the terms and conditions it says that the Bonus Balance will be forfeited. It doesn't say anything about the real money balance, either after wagering or without wagering.

posted on February 17, 2016.

Hello Everyone,

On Feb 11th the player deposited 150 EUR and received our 150% Exclusive First Deposit Bonus.

The player placed 362 best of 6 – 50 EUR which is not allowed while playing with a bonus:

Wagering Requirements:
4. In order to fulfill the wagering requirement, you cannot place a wager which (i) for slots and video slots - is more than (€5, 50 NOK, 50 SEK, $5, £5); for any other currency, you cannot place a bet which is more than the equivalent to 5 USD.

I have been advised by our Customer Support that they have been in contact with the player and provided a full explanation of the breach together with the gameplay.

Kind Regards,
Casino Cruise

jayman450 Estonia
posted on February 17, 2016.

where does it say that for that breach the real money balance after wagering will be confiscated?

posted on February 17, 2016.

Dear jayman450,

We put 100% of effort into getting to the bottom of every customer dilemma. On certain occasions we have found errors and we will also admit when a player is in the right.

In your case however you clearly breached our Bonus Terms and Conditions and abused the wagering requirements. Below are the relevant clauses.

General:
12. In the event that CasinoCruise.com believes you are abusing or attempting to abuse a Bonus, or are likely to benefit through abuse or lack of good faith, then CasinoCruise.com may, at its sole discretion, deny, withhold or withdraw from you any Bonus, or rescind any policy with respect to you, either temporarily or permanently, or terminate and/or block your access to our services and products and/or your account without being under any obligation to pay you any funds held in your account, apart from the original deposit amount, to the extent that it was not wagered and lost less 10% administrative fees and bank charges.

Wagering Requirements:
4. In order to fulfill the wagering requirement, you cannot place a wager which (i) for slots and video slots - is more than (€5, 50 NOK, 50 SEK, $5, £5); for any other currency, you cannot place a bet which is more than the equivalent to 5 USD.

Kind Regards,
Casino Cruise

AskGamblers
posted on February 17, 2016.

Based on evidence that management of Casino Cruise provided to us, we can confirm that player breached maximum betting rule when he played with bonus.

We have zero tolerance towards players who are not using AGCCS in a good faith and/or are trying to deliberately mislead AskGamblers Complaints Team by stating incorrect or fake information. Due this fact we reject this complaint.