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Casino Cruise is delaying payout

RESOLVED
Complaint Info
Disputed casino Casino Cruise
Reason Delayed payment
Amount £ 1200
Posted on September 8, 2015

I registered with the casino made a deposit of £300 with no bonuses. Won £1200 and tried to withdraw. Had to go through the usual over the top verification process which took 4 days and then since verification accepted have been waiting 5 days and withdrawal still shows as "pending"

Submitted several emails to customer service and VIP managers and they have mostly been replied to in a pleasant and professional manner and twice I've been told withdrawal should take 2-3 days. However the withdrawal amount is still in "pending" status with a bank holiday weekend approaching and after reading similar complaints I have no confidence in when or even if I receive my winnings

Posted on September 1, 2015

On Sunday 30th the withdrawal was returned to my balance by a "rollback" which I hadn't requested. I then attempted to withdraw again and was unable to. I contacted them via email and was told they had "no idea" why the withdrawal had been reversed or why I couldn't complete the withdrawal and would send a report to the technical team. I was also advised to attempt the withdrawal via a desktop version. Later that day I managed to request a withdrawal and I'm now back to the original "pending" withdrawal status. I expect I will have to wait the stated 2-3 days again but if I don't receive my money this week I'll look to make an official complaint. Again I have no issue with the customer services and the email contact has been very good but obviously if casinos delay withdrawal of winnings they can't expect to keep customers happy.

Posted on September 1, 2015

Just checked my account again and the withdrawal status has now been updated to "success" so hopefully it is on track now and I will update when the money is in my bank account

Posted on September 2, 2015

Looking into this now. Please PM me your username at the casino

Posted on September 2, 2015

Looking into this now. Please PM me your username at the casino.

Posted on September 2, 2015

Username is richgreen9

Posted on September 2, 2015

I understand you were paid now and that your account was initially under risk review and was paid as soon as your account was cleared by our risk team. Apologies for the delay.

Please can you check and confirm payment receipt.

Posted on September 2, 2015

Withdrawal status shows as "success" but money not in my bank yet. I will confirm as soon as it is

Posted on September 3, 2015

Thank you for the confirmation and your patience. Best wishes

Posted on September 5, 2015

Thanks, glad to know that it's sorted.

AskGamblers
Posted on September 8, 2015

Based on submitter's last post we consider this complaint as Resolved.

The case is now officially closed.

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