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Casino Cruise - Intentionally delaying payment for weeks


Complaint Info

Disputed casino

Casino Cruise


£ 1003.5

Posted on June 2, 2020

On the 8th of May 2020, I was playing with cash funds and hit a decent win on slots - I ended up withdrawing 1000 pounds on the same day. They then completely ignored me and I did not hear from them for over two weeks, when they asked me to submit verification documents in order to process my withdrawal. These were submitted 9 days ago, and since then they have completely ignored my emails and any attempt to contact them. It clearly says they take a maximum of 72 hours to verify. Genesis have very dirty tactics to try and keep your money, and I refuse to fall victim to this. They need to release my money right now. I have attached the email communication - my last few messages have been completely ignored.

Posted on June 18, 2020

Dear all,

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

Posted on June 18, 2020

Hello ZAURM90,

thank you for your patience.

Please note that we checked your account and we can see that the pending withdrawal you are referring to has been approved correctly on the 3rd of June after the verification was completed.

If you still have any issues please do not hesitate to contact us, we will be more than happy to assist you further.


Casino Cruise Team

Posted on June 18, 2020

Dear @zaurm90,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.