Complaint #94 Casino Cruise

Casino Cruise -Giving me hard time with verification

By Lulu

10 years ago

Message on forum

I opened an account at this casino in February. I took the 20 real money free spins sign up bonus that had no wagering requirements. From the spins I amassed $7 and some cents. Lady luck was on my side and I ended up winning about $180 then things started going downhill. With a little over $120 (this dropped to 60 during the wait to get docs, approved) in my account I inquired from livechat about withdrawing since I felt my balance was going to hit zero if I continued playing. The agent said I had to make a deposit first and could only withdraw $100 of my winnings from the free spins plus submit screenshot of verified payment method (Neteller), proof of address and copy of ID card. I made the deposit and submitted ALL documents. Then the excuses and stalling started. First up, I got an email saying that my proof of address and Neteller docs. were rejected. Instead of sending a utility bill I sent a copy of my bank statement showing my address. I had to explain that I do not have utilities in my name and the bank statement from a bank where I have an account and is very well known and reputable should be enough as proof of ad. since the statement is mailed to me and contains my name, address etc. Then my Neteller screenshot was rejected although it showed the deposit made to casino cruise because I forgot to click on the icon top right which shows name, email ad. etc. I corrected this then the emails stopped and my withdrawal was still pending! After a couple days I inquired on livechat about the payment and lo and behold a new issue surfaced right there and then. Now my ID card was being rejected! I was told my ID card was invalid because it was decommissioned! I explained via email and live chat that my ID card which I presently use for all transactions in my country including the bank and insurance is a valid doc. does not have an expiry date, has my ID number, personal details etc. My ID card is only not valid for voting because right before the last election a new ID was commissioned specifically for the electoral purpose. My card which is the version before this is valid for all transactions presently except voting just like some people still have the old version of passports and insurance cards. Apparently, someone at Casino Cruise just googled, saw the headline and didn't read the articles. I even attached various links pertaining to this and urged them to read it. Then the next email from then informed me that my money was rolled back! Their attitude just to withdraw a petty little sum is like trying to gain access to some top secret nuclear facility or the Pentagon. A normal casino just requires an ID card but this looks like it would need fingerprints and stool samples next. A recent bank statement showing name, address, acc.number etc, a genuine ID card that was issued by the govt, that confirms personal details and a verified Neteller acc. is not enough! I had to ask if they are working for the election commission rather than admit they are wrong and do not want to pay since if they actually read the articles and take a microscope to my docs, they woud know that they are genuine. I find it hard to believe that people actually get any money from this casino since to get $60 (no sort of big win) from them is like trying to break into the White house just imagine what winning a few hundreds would require. I am very disappointed, does it make sense even to play the roll back because I don't know whether I would get paid if by a long shot I win a couple twenties? Isn't the purpose of document checks to verify identity? Next they might want to read up on gambling laws in your countries after you win anything and inform you that you are breaking them when you try to withdraw, this is not so hard to imagine. Another thing, Neteller depositors cannot accept welcome match bonuses (and maybe others) so if you are not careful and read everything when you try to withdraw the 'terms and conditions' knocks you in the face. There are other complaints too which might fill several pages....

Disputed Casino Casino Cruise

Reason Verification issues

Discussion

AskGamblers

• Support Team

10 years ago

Based on the player's confirmation regarding the received withdrawal this case has been marked as resolved and officially closed.

Lulu

• 3 reviews

10 years ago

I believe there was no intention to cause undue distress just as I believe that pigs can fly! From my most recent post you can deduce that I received my withdrawal after I lodged a complaint on this forum.
As it relates to your claim of me not providing the necessary documents then I don't know what the word 'necessary' means anymore. I submitted a screenshot of my verified e-wallet account showing the deposit made to you and my account details. A bank statement showing my name, address and other details as proof of address. Lastly, a copy of an ID card which has no expiry date and was issued by the govt. After, you refused to accept this ID card I sent a copy of the info. page of my passport which you then claim was 'not clear' and you needed shots of the top and bottom of the page. How many pages are in one page? I took a shot of the entire page (the only one with my info) and which even a person with poor eyesight can read. Plus only the tip of my finger (one) is on one edge of the page (I explained this to you) because my passport is not a card but a booklet which would not lay flat and pose for a shot unless I hold it open and the info. page is covered with a thin film of plastic (the immigration people put it there not me) that can be reflective and obscure details if not held at the right angle that is another reason why the tip of my finger is on the very edge of the page (the hand was hidden behind). I assure you there is no Norse code at the very edge that was hidden but since you have such a world class investigative team that is so good at research then they can easily research a genuine copy of my country's passport and compare like they did with my ID card. In ending, I think it will be good for you to demonstrate how to twist and bend a passport in such a way that it lays flat independently without damaging since I don't want to risk this happening which would entail having to get an affidavit of damaged passport from a lawyer, being question by an officer about why my passport is damaged and having to pay triple the fee and wait triple the time that a 'normal' request would entail. Also, are you willing to share some of the money you have set aside for Goodwill during the year to cover my expenses if this arises? If yes, then I will fulfill your request...

Casino Cruise

• Representative

10 years ago

Dear Lulu,

I have been advised by our Customer Support that your funds reached your account yesterday – 16.03.

Please confirm.

Our Financial department decided to make an exception in order to resolve this case without any more delays.

The player failed to provide us with the necessary documents and the account is still not verified.

We would like to emphasize that our intention was and is to ensure that players funds no matter how small or large are sent to the correct party, first and foremost these are our obligations to the player, and to the license regulators.

We can assure you that there was never any intention to mislead or cause the player any undue distress.

Kind Regards,
Casino Cruise

Lulu

• 3 reviews

10 years ago

Thank you ASKGAMBLERS, especially Stephanie who was assigned to my case. You guys rock at helping the poor, voiceless gamblers who find themselves being dealt with like used toilet paper by online casinos. I thought I would have had to post myself in a barrel to Casino Cruise headquarters to prove my identity but you really helped me get my 'ice-cream dough' in a timely manner by publicizing my dilemma compared to the stress inducing emails, chats and 'begging' I had to undertake that was all in vain. Thank you.

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

Month holding withdrawal

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

Unresolved

£800

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