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Casino Cruise - Stalling withdrawal of 25,018 SEK for over 16 days


Complaint Info

Disputed casino

Casino Cruise


kr 25018

Posted on November 28, 2018

Hello AskGamblers!
I requested a withdrawal from CasinoCruise the 10/11.
I did send in all necessary documents the same day (10/11),
The 12/11 all documents were verified and my account was fully verified. The terms says that they will process the withdrawal in 48 hours,

The 13/11 they asked me for a Notarised ID, and a selfie of myself and my ID,

I made the deposit with Trustly, so i did verify myself with Bank ID when i made the deposit. Even though that fact, they asked for a Notarised ID, which costed me 300 SEK + transportcosts,

I fixed the Notarised ID and uploaded it. It got verified on thursday the 22/11, and after that it would take 48 hours according to the chat support.
Today it's monday, and i still havnt recived my withdrawal.

They have been stalling with this withdrawal from the very first. Even though i explained for them that it would be very difficult for me to travel and fix that document beacuse I have pulmonary cancer and chronic obstructive pulmonary disease, they demanded me to travel and fix the Notarised ID.

Please help me.

Posted on November 29, 2018

Thank you for getting in touch about this.
I am sorry to hear about this delay, I will contact the payments department now and update you as soon as possible.
Kind regards,
Casino Cruise

Posted on November 29, 2018

Well, that's the same answer i have recived by Live-chat supprt and by mail for the last 2 weeks.

And yesterday they also told me another thing.

They told me
"Your withdrawal is beeing reviewed by the management department now, and they will send you an email very soon."

It sounds like the withdrawal not even has been reviewed by the payment department.
I don't understand why i'm waiting from a mail from the management department. I don't wait, or want any mail from them, I just want my withdrawals to be approved so i can recive my money,

The casino has been stalling with the withdrawal intentionally.

Posted on November 30, 2018

I have been informed by the payments department that your first withdrawal is approved to be paid today and the second tomorrow.
Let me know if you have any questions and apologies for the delay.
Thank you!

Posted on December 3, 2018

Dear @JuanPerez,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on December 3, 2018


Yes i have recived the payments now.

Thanks for the help

Posted on December 4, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.