Complaint #297 Casino Cruise

Month holding withdrawal

By gingerbadger88

4 years ago

ref:_00D20mceA._5006M1tnVnP:ref (Reference at Casino)

Where do I start.....

On the 18th of October, I set up an account with Casino Cruise.

I was not allowed to deposit due to documentation. I kindly sent all my documents, UK driver's license, Bank statement.

Had the confirmation back saying everything was fine on the 19th of Oct.

I then deposited then around £450 pounds and won £800 pounds. The withdrawal was 72 hours to review, which was fine. This then went over the allocated time frame, then I pushed customer service, within minutes I was asked to send a selfie with my driver's license, which I kindly did.

My account then was blocked I could not log in, they then advised I had a self-exclusion ban... I actually had that removed and kindly sent the certification from GamStop.

I still have not received any withdrawal from them, I continue to get the same email.

"Thank you for contacting Casino Cruise Support with your request.

I can see that your withdrawals are in the final stages of processing and you will be notified directly as soon as this has been completed. I apologize for the delay, I know it can be frustrating but rest assured it is being looked into.

Unfortunately, at the moment I do not have any further updates however I have alerted the relevant department to complete this for you as soon as possible.

I apologize for any inconvenience caused and thank you for your ongoing patience.

Thank you once again for contacting us and if you need anything else, do not hesitate to contact us. We are always happy to assist you"

This was a further 6 days ago, I emailed yesterday on the 16th of November still nothing.

I have lost the will to live on this, no casino can justify months of waiting and saying I am a top priority.

Thanks

Disputed Casino Casino Cruise

Reason Refund declined

Amount £800

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

gingerbadger88

4 years ago

I have instructed IBAS, due to them breaking their own T+CS without a official response.

gingerbadger88

4 years ago

Following their complaints procedure and T+C Online, they have not even going back to me in the 10 working day time frame to help or resolve this.

So I have emailed their gambling commission, because they have not followed their own T+Cs, which I have kindly prompted them and shown them on this thread.

Stage 2 - Escalation

Although extremely rare, it is not unheard of for a customer to feel that their complaint was not fully and satisfactorily resolved. In order to escalate a complaint, we ask our customers to contact us in writing via complaints@casinocruise.com. At this stage a case number will be issued and the complaint will be handled directly by the management, with a full response provided within 10 working days.

Please note: Customers must complete Stage 1 of the Complaints Procedure prior to escalation, and will otherwise be referred to the Support team so that they can seek to resolve any issues first.

gingerbadger88

4 years ago

Still nothing, even spoke to the chat function today and same response.

Casino Cruise Complaint Stats

Resolved 84 / 93

Avg. Amount $4,858

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Casino Cruise Complaints

See all complaints for this casino

Casino do not pay my funds or answer emails

December 12th, 2022 I tried to make a withdrawal amount of 894€. I couldn't make it, just got an error message. Contact support via chat and they said that they will send this to the proper department to take care of.

Nothing happened and then the casino send an email that they will end to offer services to Finnish customers on December 16th and accounts will be closed end of the year if there are funds in the account, customers should withdraw their funds before the 30th of December.

I tried to withdraw many times but always got that error message, also contact to support several times via chat and email also. asked them also to send those funds to my skrill account by email. Now casino doesn't even answer my emails anymore.

Unresolved

€894

Has delayed a withdrawal over a month, my account is fully verified

I played Casino Cruise 20.10.2022 and won 1251 euros. I did a withdrawal request 8.11.2022 and since then I have tried to get money out there. 9.11. they asked me to send a verification documents by email and I sent them all 15.11. One day later, 16.11. I get an email from them that my account is fully verified. For some reason, they still have not accepted my withdrawal request. I have sent them emails and asked chat but they have still not paid.

Resolved

€1,267

Waiting two months for refund

Hello,

I successfully registered in Casinocruise, I have made a deposit of £200, after 20 min of playing I was logged off, when I contacted with an agent on chat I have been told that I was self excluded.

I explained that I didn't aware of this. I have been assured that my deposit will be transferred to my bank account.

I have sent send several emails asking for a refund, I have been told my refund will be paid soon its their highest priority.. it's been 2 month still didn't get my refund.

Please help me with this.

Regards Artur

Resolved

£200

Not paying money

Played on casino and requested withdrawal (deposited and requested withdrawal via apple pay), withdrawal has been approved and money released on 23/10/21 - that was told by casino and that money will be in my account in 1-3days but they still not in my account. Checked with Apple Pay and my bank and no money was sensed to them. Please help.
Withdrawal id 704385680

Resolved

£1,000

Waiting since 10th of September for withdrawal

I made a withdrawal on 10/9 for £7800. I was then asked for all kinds of unnecessary documents for verification. I sent proof of address, proof of ID, and proof of payment and it was all approved eventually. Then was continuously asked for phone bills and I explained I was on pay as you go and there aren't any phone bills. They clearly weren't reading my emails because they kept replying with the same response until I had enough and eventually when I asked for their ADR five times, they acknowledged my email and said that it is being reviewed and it has been escalated. But I made the withdrawal on the 10th of September, it is absurd to make customers wait this long for a withdrawal. I wish I didn't have to complain on various websites but I'm sure if I don't the withdrawal will be delayed even longer. 7 days to review and process a case is more than enough for any casino let alone three weeks. Please help. X

Resolved

£7,800

6 weeks waiting for withdrawal

6 weeks ago I deposited £10. I won £12000. I have submitted all of the relevant id and it's all been verified.

I have sent at least 10 emails to the complaints department, all of the replies tell me it's been escalated to the relevant department and to rest assured it will be processed. Every email says the same! I have had 1 email congratulating my win also. I email every day and get told the same "thanks for your continued patience" etc etc.

I will be giving them to the 8 week point before I register with a solicitor and proceed with court! Absolute joke!!!!

Resolved

£12,000

Winnings not paid

I played on Casino Cruise on 19th of April and got an email with docs requirements. I sent all the required docs on the next day 20th of April. One week later 28th of April I sent sent email and asked I haven't got any answer to my email. No answer. 3rd of May I sent email again and asked regarding docs and withdrawal. 10th of May I got email and they asked me to send proof of payment method via casino account, which they closed already much earlier. I sent the requested proof of payment method to their support and docs email addresses on 14th of May. 23rd of May I sent email and asked are docs now ok and have they started payment process, but no answer. I'm still waiting my 886,70€ winnings.

Regards

Resolved

€887

14 days without a reply

It has been fourteen days since I sent in several verification photographs that Casino Cruise asked for. This was sent for winnings worth £1962. Since then Ive heard nothing. They haven't sent me any acknowlegment reply or response whatsoever. I'd like CAsino Cruise to reply and pay my win as soon as possible.

Resolved

£1,962

Withdrawn request of 166 followed by locked account and no communication

Hi there, on Saturday the 27th February I unfortunately fell into the trap of this casino company. I deposited £100 to take advantage of their matched bonus scheme. I played a slot and got to £166.21 in which I was happy to withdraw. I did this and was sent a standard verification check (which was very extensive and like no other). I proceeded and sent them the proof a day later. I have not heard since. My account on the website is also blocked so I cannot go through their and check process or anything and I'm just really stuck and do not know what to do. I have attached the emails sent and received and my account blocked onto the website. Unfortunately I do not have screenshots of the £166.21 in account and as it is blocked I cannot go in there.

(Update due to first request being declined. It is now a month later and I have still not received solid communication back and I am starting to get worried.)

Thank you and I hope we can resolve this issue.

Resolved

£166

No reply and verification taking ages

I have been attempting to verify my casino cruise account for ages now. Firstly, when trying to withdraw my funds, I was told on livechat that 'your account is under a routine security check once completed we will contact you via email'
I was then told that the review was still ongoing for a two more weeks, so on 27th feb 2020 I submitted a formal complaint.

After chasing up several times, I received an email saying that 'your account has been unlocked, so you may request a withdrawal of your winnings.' which I tried to do right away but I was unable to do so as I couldn't register a new card on the account. I spoke to someone on livechat who said they would look into it and get back to me.

They then asked me for proof of bank closure (as I trying to withdraw to a new bank account) as well as photos of my new card which I sent to them on 3rd apr 2020. After various livechats, all they kept saying was that 'the documents are still being reviewed'.

I emailed them on 20th jan 2021 requesting an update and immediate payment. They came back with a request for a photo of the back of my driving licence, which I sent to them straight away. I have now chased them up several times to no avail - they have been completely unresponsive since sending an automatic reply on 21st jan 2021.

I'm just tired of all of this now - all I want is my funds to be paid out to me ASAP but casino cruise always find a way to not pay you. If I'd had known that it was this hard to get money out of them, I would have never played there in the first place.

Resolved