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Casino Cruise - Delaying my verification documents

RESOLVED

Complaint Info

Disputed casino

Casino Cruise

Amount

£ 450

Posted on May 4, 2019

I won £450 16th april, still 5 weeks later apparently i havent sent the correct documents. I sent all for documents in one email yet i was still missing one, when i had sent it 3 times prior, if it wasn't for me contacting them everyday i wouldn't of heard anything back from them. 2 agents i have their names both told me they can request to speed up the process, then i spoke to another agent today and he said thats not possible they can send the feedback from the chat, not speed it up. The first time my documents got declined , i dont know what for but i had to contact them to find out. I sent the 'missing' document today and have been told i have to wait a further 72 hours, even though this document was sent the same day as others. Every time i speak to someone they tell me they will contact me with an update and they dont.

AskGamblers
Posted on May 15, 2019

This complaint has been reopened as per Casino Cruise request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on May 15, 2019

Dear GEEANDERS23,
Thank you for sending this over.
I have checked your account and can see that your withdrawal has already been paid.
I apologise for the delay and if you need anything else please let me know.
Many thanks!

AskGamblers
Posted on May 15, 2019

Dear @Geeanders23,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on May 16, 2019

This complaint has been resolved finally, thank you :)

AskGamblers
Posted on May 16, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.