Casino Cruise - Delayed payment

RESOLVED
xiaxia0815 Canada
posted on September 11, 2015.

I had submit a wining $3803.2 CAD on July 29 , as this is not my first time withdraw i was ask again to provide my personal document again,which i did send it over and i did receive an reply by the vip manger that my withdrawal request is under pending investigation.Which i have no idea what is the issue as this is not my first time request a withdraw from them as i have no issue in the past.
Right now when i log in to my account is see my withdraw is still in pending as this time my withdraw had been taking a long time unlike before. Also after seeing the site here i found out this casino have quite a lot withdraw issue .



Also here are the email i got from the manager but up to now i still haven't receive my payment or update at all


Date: Tue, 25 Aug 2015 07:25:08 +0000
From: [email protected]
To: xxxxxxxxxxx
Subject: RE: user id xxxxxx­xxr­ef:­_00­D20­mce­A._­500­20o­otp­J:ref ]

Dear xxxxxx

I hope this email finds you well.

I was informed by our security department that your withdrawal request is under pending investigation. I will contact you as soon as I have more information.

Feel free to contact us at any time for any question that you might have. I will be more than happy to assist.

I am looking forward to hear from you soon.

Best of luck

Emma Olden
VIP Manager
[email protected]


Date: Tue, 25 Aug 2015 07:25:08 +0000
From: [email protected]
To: xxxxxxxxxx
Subject: RE: user id xxxxxx­xre­f:_­00D­20m­ceA._5­002­0oo­tpJ:ref ]

Dear xxxxxxx

I hope this email finds you well.

I was informed by our security department that your withdrawal request is under pending investigation. I will contact you as soon as I have more information.

Feel free to contact us at any time for any question that you might have. I will be more than happy to assist.

I am looking forward to hear from you soon.

Best of luck

Emma Olden
VIP Manager
[email protected]

posted on September 16, 2015.

Hi. This is to let you know that I have read your complaint and that i'm looking into it now and will get back to you ASAP.

posted on September 17, 2015.

I apologise for the delay, I understand from our support that they have noticed some suspicious activity on the account and are therefore carrying out an investigation. As part of this investigation we have requested an NID in line with regulatory guidelines. Once we receive the NID and the investigation has been brought to a close then of course we will release the money.

xiaxia0815 Canada
posted on September 18, 2015.

document had been mail out today you will be receive it soon

posted on September 18, 2015.

Thanks for the update. I notified our support team earlier today already that they can expect to receive your documents. Will keep you posted.

AskGamblers
posted on September 22, 2015.

Dear @xiaxia0815,

Any updates regarding your complaint? Thank you.

xiaxia0815 Canada
posted on September 25, 2015.

document was mail out last week so it should be arrive to the casino side soon

posted on September 26, 2015.

Thanks for the update. If you have any tracking number or other registered mail details please PM them to me.

xiaxia0815 Canada
posted on September 28, 2015.

there is no tracking number but it should be arrive soon since was mail out on the 17 of Oct

posted on September 29, 2015.

So, you sent it by regular mail not registered post? Do you have some details you can give me of what address you used etc? If you prefer you can PM me the details.

xiaxia0815 Canada
posted on October 2, 2015.

I had mail it to the following address as you told me to mail it to

Please send us the requested notarized ID to the following address :

Genesis Global Ltd
Tower Gate place
Tal-Qroqq street
Msida MSD
1703 Malta



Date: Wed, 16 Sep 2015 15:03:09 +0000
> From: [email protected]
> To: XXXXXX
> Subject: CasinoCruise.com - Withdrawal [ ref:_0­0D2­0mc­eA._­50­020­q3o­0h:ref ]
>
> Dear XXXX
>
> We hope this email finds you well.
>
> In order to complete your withdrawal request, our Security department requires that you send us a Notarized ID.
>
> This action is taken in order to secure your account and your funds.
>
> Please send us the requested notarized ID to the following address :
>
> Genesis Global Ltd
> Tower Gate place
> Tal-Qroqq street
> Msida MSD
> 1703 Malta
>
> We apologize for the delay but this document is necessary in order to approve your withdraw.
>
> Feel free to contact us at any time for any question that you might have.
>
> We look forward to hearing from you soon.
>
> Sincerely,
>
> Nick CasinoCruise Support
> [email protected]
Msida MSD
1703 Malta

posted on October 2, 2015.

By regular snail mail, you didn't send registered so we could check? How come?

xiaxia0815 Canada
posted on October 4, 2015.

what you mean how come ? as i never had ask to mail out this kind of document before , this is my first time i got ask to send over Notarized ID. Beside it i need to special service like a tracking number this is an extra which my winning aren't that much at your casino like i have to spend extra hundred for it? also notarized document aren't free too there is fee for it too, if your casino willing to pay us those fee i dont know mind to use expensive mail service at all

posted on October 4, 2015.

I'm just referring to registered mail not private mail service? Are you in touch with support? Did they confirm receipt?

posted on October 6, 2015.

Hi, i just spoke with our support management. They will be in touch with you to confirm the release of you withdrawal. Please confirm when done. Thanks.

xiaxia0815 Canada
posted on October 7, 2015.

Hi i had receive an email from casino cruise finance department to tell me simply place my withdrawal again so they can process it right away. So i will keep you update once i receive the payment

posted on October 9, 2015.

Hi any news from your side?