Casino Cruise - Delayed Payment and Repeated Asking to Rollback without Fair Reason

RESOLVED
posted on May 20, 2015.

Hi, I've deposited $1,000 first time, lost, and $1,000 the next day. I've been very lucky to have turned and won this into $6,000+ dollars. Over the course of the period of play, I've rolled back my withdrawals several times, and each time got lucky,
and eventually won almost $14,000.

On the 14th of May, I've made original withdrawal of $6,600. This amount I have never rolled back in this process, and over the course of the next few days, lost about $4,000.

Nett, at the end of my sessions I'm now at about $10,050. Of this I would like to now withdraw all of it - and have also set a loss limit of $2,000 which I've already reached.

My documents was sent in and verified, and I was told I am successfully verified my account and documents on 16 May.

However, recently I was told by a VIP host that "As you won big amounts of money, your winnings are under the radar of security, therefore
it will be much appreciated if you can split your withdrawal in smaller amounts as for example
in 500 USD units. Please let us know if you need any help to roll back and split your winnings."

I have since done so, and it's almost 48 hours. I've still not heard back and my withdrawals are pending still.


If this is really the case it's unfair to continue to take 2 days per $500 withdrawal. It will take me close to a month to withdraw everything.

Please help check if there is a was to be fairer on the withdrawal process, and allow for a speedier process.

Thank you.

posted on May 21, 2015.

Checking into it now. Thank you

posted on May 21, 2015.

I received a call last night from CC support saying a portion of withdrawals will be processed today. However it's almost the end of day and still pending.

posted on May 21, 2015.

I just got off the phone with support. They told to to wait another 24hrs.... Because they still need to do some "risk assessment"... This is becoming very long. It's been a week since my original withdrawal request. Does it take a week to check risk assessment on the gameplay just because I won a lot of money.

posted on May 22, 2015.

Hi there. Almost 20hours have passed since my call with support that told me that I should check back the next day. Tried calling support but no response. I will be calling again at the 24 hour time as advised by support team.

Please keep me updated. There has been no news except "finance team is checking risk as you won large amount". Which is not a good explaination for a week of delay since my documents verified account for withdrawal on 14/5/15.

posted on May 22, 2015.

Hi there, will do, thanks for the update.

posted on May 22, 2015.

Ok. Please let me know at least what is happening. I am happy to help or lower my withdrawal or something if it helps make the process smoother due to limits or what nots.

posted on May 22, 2015.

Your account is under pending investigation by our security team. That can take around 2-3 business days.
Currently you have a 3500 pending withdrawal.
i will update you after the weekend.

posted on May 22, 2015.

Is this two or three business days from the original investigation a few days ago. Or 2-3 days from today.

Will you be able to give an appropriate response by Monday as that is what I deem to be after the weekend.

posted on May 22, 2015.

Also to clarify. I have $3500 pending withdrawal now. But another $6500 in my account of which I would like to withdraw in total as well but has been rolled back due to advise of withdrawing in smaller amount.

posted on May 22, 2015.

Okay thank you for the update.

posted on May 22, 2015.

Hi. You haven't replied to the time frame question. Should I reasonably expect a response on Monday? I'm just trying to manage expectations. It can't be that it keeps going from 24 hrs to 48hrs to 2-3 days indefinitely.

posted on May 22, 2015.

Hi, 2-3 business days implies by Monday or Tuesday.

posted on May 22, 2015.

Ok noted. Hope to hear good news by then.

posted on May 25, 2015.

Hi. On Sunday I got a separate email from another support member saying that since it's my first withdrawal it will take a while.

Any update?

posted on May 25, 2015.

Hi, thanks for the update. I will check and get back to you.

posted on May 26, 2015.

Still pending as of Tuesday.

posted on May 26, 2015.

Okay, thanks for the update, Checking now.

posted on May 26, 2015.

Any news? Honestly it's been a long time. And I'm starting to get very concerned

posted on May 28, 2015.

I'm checking for you. Will reply to you as soon as possible.

posted on May 31, 2015.

I understand from our support crew that we can now close this complaint. Please confirm. Thanks

posted on June 1, 2015.

Resolved. Thanks