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Casino Cruise - Payment delay, then ultimately blocking of account


Complaint Info

Disputed casino

Casino Cruise
Posted on October 12, 2019

I'm having problems with the verification process this started the moment after i requested a withdrawal of funds R1000 South African currency. I have submitted all the required documents. I've been really patient with the casino as i'm told my case is in the security department everytime i contact the support department but its been a long wait. i'm told that they will try to escalate the matter with the relevant department to speed up my process but this has been over 2 months wait. Can you assist me in speeding up the process. I've attached conversations between me and the casino support since this began.

Posted on October 15, 2019

Hi Mtizzo,

thank you for your patience.

Please note that we forwarded all the evidence of this case to AskGamblers.

In the meantime, we kindly invite you to check our T&C, clause 12.

We will update you as soon as possible.

Casino Cruise Team

Posted on October 15, 2019


I will be waiting for the response.

However ive read the T&C as adviced and do not see why i would be adviced to do it again because i didnt contravene the T&C in any way.

Thanks for concern again.


Posted on October 19, 2019

Dear Casino Cruise,

AskGamblers Complaints Team is awaiting you to post the public message explaining what happened, in as many details as possib­le,­ ­acc­omp­anied with the quotes of all the relevant terms that were breached by the complainant.

Posted on October 21, 2019


thanks for your patience.

Please note that, after checking your account, we can confirm that a breach of our T&C has been found, please refer to:

8.6. By depositing money, you agree not to make any charge-backs, reversals or otherwise cancel any deposits into Your Account, and agree to refund and compensate us for unpaid deposits.

Feel free to contact us for any further info.

Casino Cruise Team

Posted on October 21, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Casino Cruise management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.