Casino Cruise - Delaying withdrawal

RESOLVED
Lee Robinson United Kingdom
posted on January 8, 2016.

I really enjoyed this casino until I tried to make a second withdrawal! My account is fully verified and my first withdrawal was processed within 24 hours. However, My second withdrawal has now been pending for 5 days, I've spoken to 4 different people on chat. First person told me the withdrawal would be done 'tomorrow', second told me there was an issue with payment processing team and again it would be done 'tomorrow', third person told me there was in fact no problem with the payment processing team and it would be processed..you guessed it, 'tomorrow'. I've just been on chat again to chase it up and basically was told they have no idea why it's taking so long as they don't have access to the payments team. To say I'm angry is an understatement, The withdrawal is for £120, I know it's not a massive amount but to me it's alot of money. I personally will not be using this casino again and the sooner my withdrawal is processed the better

posted on January 11, 2016.

Hi fb_101­538­132­466­58879,

Please contact Casino Cruise support via email and mention its with the regards to Askgamblers forum as we cannot recognize the player.

Kind Regards,
Casino Cruise

AskGamblers
posted on January 12, 2016.

We have sent the player's casino username and email address to the casino.

posted on January 13, 2016.

Dear fb_101­538­132­466­58879,

I have been informed by our Customer Support that they are in contact with you. Your funds were rolled back by yourself and you don't have any pending withdraw at the moment. There was an issue on back office systems preventing us from sending your winnings within the time-frame. We are truly sorry for the inconvenience regarding this matter.

Kind Regards,
Casino Cruise

AskGamblers
posted on January 14, 2016.

We have been provided with the valid and indisputable evidence by the casino's management regarding your funds which were rolled back from your side.
Based on the evidence sent from the casino we have decided to mark this complaint as resolved and officially closed.

We would like to advice the player that he is welcome to seek further help from the Casino Cruise regulatory body in case of disagreement with our decision.