One week ago, i have self excluded myself from casinocruise.com after several complain about game lag, the support team was very polite especially Jasmine.
Yesterday, i opened an account on sloty.com after seeing it on the first page of askgambler review, have deposit 60 euro and played all night long. Today i was surprised wheni tryed to access my account and find it blocked. Have contacted the live chat and he informed me that was due to the self exclusion from casinocruise, also he informed me that it take 24 hours to check the self exclusion of sisters casino. You can find attached bellow the chat transcript:
support Fri, 08/11/17 01:37:26 pm UTC
Welcome to a new world of gaming! How can I help you today?
me 01:37:31 pm
Hello i can't access my account
support 01:37:40 pm
Thank you for patience in regards to your request, we are currently experiencing high volume of customer chats and so you may experience a slight delay but assured I will be dealing with your enquiry shortly.
So this is because you self exclude do one of our sister sites so we have to do so on here to within 24hours of you signing up 01:40:05 pm
which is why you can not access now
me 01:40:40 pm
so you do that before the firsts deposit :) normally i should be not able to access when i register the same email address 01:41:30 pm
support 01:41:34 pm
By regulation we have 24hour to detect this regardless of deposits or not im afraid to say.
me 01:42:11 pm
have you this info on the term and condition?
support 01:42:20 pm
But our security department will investigate and sent you all relevant information information Sorry to say this will not or can not be discussed over chat anymore i will wish you a nice day and have a nice weekend goodbye
So i write this complain for two raison:
1- why i was not informed about that when i tried to self exclude my self from casinocruise as mentioned on the Term and condition:
"in accordance with Your decision to be provided to the Company. Prior to confirming Your self-exclusion request, You will be provided with information regarding the consequences of self-exclusion."
2- i would like a refund of my deposit. As casinocruise or sloty claim to be one of the biggests, normally i will not be able to open an account on a sister casino when i put the same profil details when i register, and also taking my money and closing my account.