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Casino Cruise - Payment delayed and documents sent 11 days ago

RESOLVED
Complaint Info
Disputed casino Casino Cruise
Reason Delayed payment
Amount £ 4679
4toplad4 United Kingdom
Posted on June 22, 2020

After signing up to casino cruise on 7th June, and using the welcome bonuses offered to me i was lucky enough to win £4679. They emailed me asking for standard id and proof of address and bank card pictures. I sent these over on the 9th. 2 days later they sent ANOTHER request for the exact same documents but this time with me holding a piece of paper next to it. Why did they not request this the first time?? Not wanting to kick up a fuss I sent these over straight away. It has now been 11 days since sending the documents and the only communication i have received from them is to keep waiting. They say 48 hours on the website. Please help guys!

AskGamblers
Posted on July 1, 2020

Dear all,

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

4toplad4 United Kingdom
Posted on July 4, 2020

They paid out the second part of the withdrawal which is for £3860, but they still haven't paid out the first part which is £819.

Posted on July 6, 2020

hello 4TOPLAD4,

thank you for your patience and updates.

Please note that we checked your account and we confirm that the withdrawal missing has been set to be released on the 9th of July, this is because, as per our Terms and Conditions, clause 9.1.3. 'For your protection, you may withdraw the maximum amount of €22,000 per month and no more than €5500 per week, with the exception of progressive jackpot wins where no limitation will apply.'

Please do not hesitate to contact us for any further information needed and/or assistance.

Regards,
Casino Cruise Team

4toplad4 United Kingdom
Posted on July 9, 2020

got the money now thanks

AskGamblers
Posted on July 9, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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