Ag Awards

Casino Cruise - Not honoring on responsible gaming policy

Posted on January 21, 2015

Dear Ask gamblers,

I am looking for some assistance. Firstly let me explain that I have a gambling problem that I am trying to seek help for however every so often fall off the wagon so to speak.

I joined a site called casino cruise a number of weeks ago. I deposited approx £1250 in just over a week. During that short time i had nothing but problems with games freezing and bonus rounds on slots just cutting out. Due to these problems I contacted support to make a complaint.

A day or so later I requested an update during which time I was told that the casino support had been informed by everymatrix that I had self excluded from other everymatrix sites due to my problems and that they would be closing my account.

After a little bit of work I discovered that casinocruise was operated by everymatrix and that they were fully aware of my gambling problems from the start. I used the exact same email address and nominal details so i should never have been allowed to register. Despite this I was allowed and it wasn't until I lost £1250 worth of deposits and made a complaint that my account was closed.

I asked for my deposits to be refunded as they had failed to act responsibly as a gaming provider, everymatrix and therefore casino cruise were well aware of my problem and there terms and conditions even state that if I had won and requested a withdrawal I would not have been paid as I self excluded from another site owned and operated by everymatrix due to my gambling addiction.

This is a casino operator taking advantage of a player with a problem that they were fully aware of.

All I request is a refund if my deposits made as I would not have been allowed any winnings should in have made such a withdrawal.

Very unprofessional company.

Posted on January 18, 2015

Hi beaker654,

Sorry for not replying sooner and sorry to hear about your problem.

You are correct in principle but of course we need to check this so please email your full details to me at lloyd @ and I will ask our Support Manager to have someone look into this right away.

Please reply with any questions.

Best wishes,

Posted on January 18, 2015

Dear Lloyd &,

Thank you for the reply. I am currently in contact with everymatrix and will update straight away

Posted on January 20, 2015

Hi folks just an update. Casino Cruise and everymatrix have rectified the problem and my complaint is now resolved. Thanks for the help.

Posted on January 21, 2015

Based on player's last comment, we consider this case as resolved and it is now officially closed.

Casino Cruise Complaints

  • 71 of 78 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 5,079 USD avg amount

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