Casino Cruise - Verification delay and stalled withdrawal

RESOLVED
threesevens United Kingdom
posted on August 2, 2016.

I made deposits on Friday 29/Saturday 30 July and had some very nice wins I managed to get up to over £1000 and decided to withdraw £900 and play with the rest, which fizzled away, but I had great fun all the same. On Saturday morning, I had the obligatory request to send in my verification documents, which I submitted immediately after they were requested. Unfortunately, I received no confirmation that these had been received, or if they were sufficient. I contacted live chat, who advised they HAD been received and had been sent for approval. I asked for an update Sunday and was told they were still being processed and was told the same on Monday (yesterday) too. Live support, as lovely as they are, don't seem to be able much more information than to just reassure you that the ball is rolling, albeit slowly.

Today (Tuesday), I have finally received confirmation, after 4 days, that the documents have been approved. However, they have stated that it could be yet another 72 hours before my withdrawal is processed which, in my honest opinion, is far from acceptable. Potentially, I could have to wait until Friday for my withdrawal to be processed and then wait for the necessary time for it to clear in to my bank. The pending time quoted is 24-48 hours. I'm already on 96? I spoke to live chat and they said there was nothing they could do apart from ask the finance department if they could speed up my request. From a customer service point of view, it should be a case of getting their skates on for the customer and reassuring them that this is a reputable casino which wishes to pay out as quickly as possible to retain customer loyalty. The ironic thing is that I actually really like this casino, as the software plays well and payouts appear to be rather good. I hope somebody from Casino Cruise reads this and can possibly help to sort out, what I would call, rather poor service?

posted on August 4, 2016.

Dear THREESEVENS,

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

threesevens United Kingdom
posted on August 4, 2016.

Just a quick update on this, to be fair and to keep everyone in the loop.

When I checked my withdrawal, this morning, it showed as 'pending' still, but the option to 'rollback' (or reverse) the withdrawal, had disappeared. I took this as a potentially good sign and contacted live support. I was advised by live support, immediately, that they were having tech issues with withdrawals and that any reversals would need to be done manually, by them. At that point, I had to (very quickly) point out that I didn't wish to reverse the withdrawal! With that, they took my username, to check on the progress of my withdrawal request. They then came back to say 'Good news, it's been released!'. I asked for clarification on what this actually meant? Did this mean it was processed, or released to be processed? The withdrawal still shows as 'pending' on my account, when I believe it should be saying either 'success' or 'processed'.

I'll give it a further few days to see what lands in my bank account, fingers crossed!?!

AskGamblers
posted on August 7, 2016.

Dear @THREESEVENS,

Did you received your payment, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

threesevens United Kingdom
posted on August 8, 2016.

I'm pleased to report that the withdrawal was processed and the funds received. You can kindly mark this complaint as resolved.

AskGamblers
posted on August 8, 2016.

Based on submitter's last post AskGamblers Complaints Team is now considering the complaint as successfully resolved and it is being officially closed.

Thank you all for your cooperation.