Casino Cruise refusal to payout legitimate winnings

UNRESOLVED
de.bird United Kingdom
posted on January 9, 2015.

This Casino has displayed poor customer service as they refuse to refund pending withdrawals because I have advised them I want my account closed. Regadless of the reason for closure, I have not used any free bonuses so the winnings are my entitlement. Crusie casino have instead given me back my deposits totalling £710 whereas my winnings are £3400. How unfair is this? There is no clause to say that if you wish to close your account, you can not have your winnings back. If this is how they treat their customers, then I dont advise anyone to play there. I will take this to gambling commissioner if I do not get my winnings back. I could have waited until the refund was made to highlight my problem. Instead i went the right way about it and asked for account closure. Is this a way of stopping people being honest about their problems?

de.bird United Kingdom
posted on January 14, 2015.

Please find response below.

Dear D*********,

We hope this email finds you well.

After this day, we have a final and official response from our Management Every Matrix Ltd.
The following text is what they replied to us:

"The website www.ca­sin­ocr­uis­e.comis managed and operated by EveryMatrix Ltd (C44411), with registered address at Suite 4, Num. 62/63, Morina Court, Borg Olivier Street, St. Julians, STJ 1081, Malta.
Kindly be advised that our system has detected that you have registered multiple accounts on our network and that you have opted to self-exclude on another account/s.
As per our commitment to endorse responsible gaming, it is our policy that if you have self-excluded on an account on our network, you will also be excluded on all other accounts within the same network for the same self-exclusion period. You will not be able to login to your account for the duration of the self-exclusion period chosen by yourself, and any funds will be confiscated.
Kindly contact [email protected] you have any additional queries."
Sincerely,
EveryMatrix Ltd."

So we advise you, if you have any further queries regarding this matter, please contact the Ever Matrix Ltd. at above email.

Feel free to contact us at any time for any question that you might have. Our Casino Hosts will be more than glad to assist.

We look forward to hearing from you soon.

Sincerely,

L*****
Casino Host
CasinoCruise Support
[email protected]

de.bird United Kingdom
posted on January 14, 2015.

How poor is this really? Is it my fault that there is a loop hole in your sustem. It seems to be the case with your casino as it is no surprise to me that the previous complaint against you was because of the same issue. This loop hole which looks like it is there for the casino's best interest. This loop hole has failed to protect the general public. If your sumystem was highly secure, it should have picked up this issue on sign up & not wait for a customer to advise the casino that they would like their winnings & to close the account, before the casino picks up on it. Conclusion is the casino doesnt want to pay.
Like the previous complaint stated, in this modern day technology controls everything. A failure in service delivery as such is one that is not accepted. It shows lack of training and poor security

de.bird United Kingdom
posted on January 18, 2015.

Casino cruise has contacted me advising that they do not deal with complaints and since they are regulated by Every Matrix. Every Matrix should have blocked my transactions from the beginning and stopped me from playing. I was advised if I have any queries to contact Every Matrix. I have emailed them several times and they have not replied to my emails. Do not really know what to do more. Can you help?

posted on January 18, 2015.

Hi D*********,

We actually have another separate case on AG where a player who claims to have the exact same status as you with (Every Matrix) EM has requested back from us the money the player deposited and lost. If after checking this is the case, we of course have to refund the player.

We realize that the necessary EM casino integration is not in place to ensure that situations like this should not occur and they have ensured us that they are in the process of implementing processes to ensure such situations do not occur in the future. However, that said, there can't be a situation were players can gamble without losing, of course. And of course, it says very clearly in the footer of our casino site that we are an EM casino.

Again my sincere apologies.

Please reply with any questions.

Best wishes,
Lloyd

de.bird United Kingdom
posted on January 18, 2015.

Let me correct you Lloyd.
1. I have not lost my deposit but infact won an additional £2690 which Casino Cruise has decided to confiscate as they do not wish to pay my winnings.
2. It wasnt myself that said I have another account with Every Matrix. It was EM that identified this.
Thirdly I have an email from Casino cruise admitting that EM should have blocked transactions and prevented me from depositing.
Fourthly, I questioned EM and they failed to give me a response about which sites I excluded from.
Casino cruise sadly is using EM as a scape goat to shadow the loop hole in their system. Just like you are refunding people their loses due to your loop hole in your system, you should give me the £2690 that you owe me. You have failed to communicate this information to me and only said something when I questioned you and EM are not replying. I have taken this further to Malta lotteries as they have issued your license. I have emails from Casino Cruise admitting that EM was at fault and they should have dealt with this and also on one of the conversations with one of your support staff, Vic has acknowledged that this is not fair and if it was up to him, he would give me my £2690. So clearly even members of your team do not agree with these decisions.
Whatever you do or say want make any difference! If the complaints you are receiving are very similar, then clearly you have a big issue with your security and players should not feel safe playing in your site. You have failed to protect the public in this case and all the other cases reported against you. I wonder what the authorities will say about this!

posted on January 20, 2015.

Dear D*******,

We truly appreciate your frustration from the fact that you believe that your winnings were unjustifiably taken away from you. However, we are afraid that we have no other recourse due to regulatory issues. As you know, CasinoCruise provides its online gambling products and services under the aegis of a Maltese online gambling license, and as such it is required to closely follow the Maltese applicable legislation, as well as the regulator's policies. These forbid us from paying winnings to a person that has self-excluded himself / herself from the ability to receive online products and services with other online gambling websites operating under the same online gambling license, as paying such winnings to the self-excluded person beats the purpose of self-exclusion and could only increase the danger and damage caused to this person. Indeed, to that effect, had you lost money with CasinoCruise, such losses would not have been maintained, and you would have received back all of your deposit – in the same manner as in the current case.

We acknowledge the need to ensure that any self-exclusion received from any person by any online gambling website, should be immediately be communicated to, and followed by, all other online gambling websites operating under the same online gambling license; we assure you that work is already in progress to remove any issues with such process, to ensure a safe and enjoyable gambling environment and prevent any person who wishes to self-exclude himself / herself from being allowed to wager with all other online gambling websites operating under the same online gambling license.

We hope this explanation clarifies the matter, but do feel free to contact us if you have any question in the above mentioned matter.

AskGamblers
posted on January 24, 2015.

Dear @danie.fa ,
Is this complaint resolved?

de.bird United Kingdom
posted on January 24, 2015.

Complaint not resolved. Casino cruise have emailed me to say that the site I permanently excluded from is called casino luck. However, I have an email from Casino luck stating that I have not self excluded and my account is in fact re-openable. So casino cruise has falsely accused me and has no right to take my money since I didn't self exclude in Casino luck as they have previously said. It looks really bad when a reputable casino comes up with something without evidence!

posted on January 26, 2015.

Hi D********,

I understand that your account at Casino Luck may have been re-opened now but at the time you were playing at Casino Cruise you were self-excluded at Casino Cluck and therefore it isn't relevant that they have now re-opened your account.

Please understand that if you self-exclude at one casino working under the EveryMatrix (EM) license you can't, at the same time, go play in another EM Maltese regulated casino because the self-exclusion is your message to the Maltese regulator that you have a gambling problem and need a "time-out" from playing and therefore during this "time-out" you can't win or lose money at another EM Malta regulated casino.

Hope that is now clear and that we can close this case. Please let me know if anything is still unclear.

Kind regards,
Lloyd

de.bird United Kingdom
posted on January 26, 2015.

Dear Lloyd,
I would like to correct you again. I have never self excluded from Casino luck. I have asked to close my account which was a reversible process. Please revert to the email which I have sent you. There is a big difference between one who has closen their account temporarily and another who has self excluded permenantly. There is nothing in your terms and conditions about temporary account closures. I have not self excluded permenantly like you have accused me before. I would appreciate if you go back to casino luck and EM and review this as currently there is nothing to say you can confiscate my winnings esp that I have not self excluded before!

posted on January 30, 2015.

just to inform to all that this case is still under pending investigation. We will keep you posted soon.

de.bird United Kingdom
posted on January 30, 2015.

I dont think this case will be resolved. Casino cruise are saying that I have self excluded at another EM website when I haven't. I have requested closure of my account at casino luck due to responsible gambling. However, I have not self excluded. My understanding is account closure is a reversible process & I have an email from casino luck confirming this. However, self exclusion is a defined length of time in which someone self excludes ranging from 6months onwards.
Unless I do not understand english, account closure & self exclusion are two different things for me!

de.bird United Kingdom
posted on January 31, 2015.

Look I've been waiting for this for a long. Just close this case pls. I don't want the money. We keep going round in circles. I will never use Casino Cruise ever again!

AskGamblers
posted on February 3, 2015.

We have just received an email from the player which was requested from Casino Luck management in order to clear the question whether her account was CLOSED or put under SELF-EXCLUSION policy. Here's the full message:
"Hi,

We do not have any record of an email stating that you have not had an account with us.

It is correct that you have not asked to self exclude yourself from our site and you account is in fact reopenable.

Nevertheless, we always have the right to refuse to reopen an account regardless if the customer insists. In this case we made the decision that the account will remain closed for at least 6 months from the time it was requested to be closed.

We ask you to please respect our decision as it is final. We are happy to take this discussion again after the 6 months have passed. We´re sure you will be able to find another place to play until then, if that is what you really want.

Thanks for understanding!

Kind regards,
Sam

CasinoLuck Support"

Obviously, the player's account was not under the self-exclusion agreement with Casino Luck at the time she registered and played at Casino Cruise. Therefore, we believe that player is owed all due amount and not only her deposits.

posted on February 3, 2015.

This case is being investigated with Gamma Matrix and we will reply to this thread shortly.

de.bird United Kingdom
posted on February 5, 2015.

Just an update. Still not heard from Casino Cruise!

posted on February 6, 2015.

This case is under pending investigation. we will keep the forum updated.
Thank you.

de.bird United Kingdom
posted on February 9, 2015.

It has been exactly a whole month since I logged this complaint. An update would be appreciated regardless of what the outcome is. You have been delaying this for a month. Does it take a whole month to investigate? Ask gamblers have highlighted a very valid point. This doesn't reflect good on you either. Let's resolve this once and for all. I haven't been understand self exclusion policy with casino luck! The email proves it!

posted on February 13, 2015.

Hello Askgamblers,
As you know this case is still under pending investigation.
i will update the forum next week.

Peter.

posted on February 17, 2015.

We wish to hereby inform you that this matter has been brought to the attention of the UK Gambling Commission, and as such we believe that we should await its decision prior to making any additional posts in this matter. Once the Gambling Commission reaches a decision in this matter, we will naturally follow it and, subject to privacy issues, post the decision in this forum.

Peter

posted on February 17, 2015.

small correction, this has been handled by the MGA and not the UK Gambling Commission.

Thank you,

de.bird United Kingdom
posted on February 17, 2015.

This is becoming a joke now. Its the third time the timer has been reset with no viable information, but a small correction to keep adding time. If you cant do anything about it give me details of who has handling the case & a contact & maybe I can resolve it personally. In any situation, I have not known anyone to wait 5-6 weeks to be advised!!!

AskGamblers
posted on February 17, 2015.

Dear D*******,

Please confirm that you have brought this issue to the Malta Gaming Authority. If that's the case we have no other option but to close this case, mark it as unresolved and wait for the decision of MGA.

de.bird United Kingdom
posted on February 17, 2015.

Hello Ask Gamblers,
I have taken this to MGA but that was a month ago. MGA said it was going to get back to me after contacting Casino cruise but I am still waiting. I have followed it up with another email and waiting for a reply. Thank you for all your help.
Regards,

AskGamblers
posted on February 17, 2015.

Based on casino Cruise last comment and the confirmation we got from player, we have no other other option, but to close this case for the moment, mark it as Unresolved and wait for the outcome of this issue, raised in front of Malta Gaming Authority.