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Casino Cruise - Terrible CS & Withdrawal outstanding for over 1 month on fully verified account


Complaint Info

Disputed casino

Casino Cruise
Edwyer United Kingdom
Posted on May 28, 2019

I won £2,900 on the 4th of Feb with Casino Cruise as part of their welcome offer, i broke no terms and conditions and completed the full wagering of my deposit.

They initially requested basic ID confirmation from me on the 7th of Feb, which i provided. They then requested notorised documents, this required me at my own expense to go to my local post office and have my identification notorised by a member of staff. I submitted this in late April, initially having £1,000 of my £2,900 withdrawal approved and paid out to me on April 23rd.

I then requested the remaining £1,900 on the same date. I had no contact from Casino Cruise and chased them up on this further withdrawal on April 30th to no further response from Casino Cruise. i then contacted them again on May 3rd receiving this response:

'Dear Emily,

Thank you for contacting Casino Cruise Support with your request.

I can see that the withdrawal is passed to management for review. I totally understand your frustration with the delay and have passed a message to them for you. I have asked that they speed this along and get back to you. Again , apologies for the delay.

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.

Kind Regards,

Casino Cruise Support Team
suppor­t@C­asi­noC­rui­se.com '

16 Days later, i have not received any further news, and have been still attempting to chase them regularly. This is disgraceful and clearly an abuse and attempt to withhold customer funds. My account is fully verified!

Posted on September 12, 2019

This complaint has been reopened as per Casino Cruise request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on September 13, 2019

Good morning EDWYER,

thank you for your patience.

Kindly note that we provided all the evidence to AskGamblers.

After reviewing once again your case we confirm that as per our bonus T&C 'Deposits made via Skrill or Neteller are not eligible for the first four (4) New Player Welcome Bonuses.' Please bear in mind that the T&C have to be accepted by all our customers upon registration and it's your responsibility to go through and read them.

For this reason, your winnings were voided.

Casino Cruise Team

Edwyer United Kingdom
Posted on September 13, 2019

You already paid half of my winnings ignoring your own terms, you were happy to accept payments from skrill, and apply said bonus. Only when you actually have someone survive your hideous amounts of wagering do you flag this as a problem. It's a disgraceful way to treat paying consumers. I hope IBAS find you guilty for negligence and attempting to delay winnings over excessive delays regarding identification

Posted on September 14, 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. The player received some amount even though s/he was not eligible for.

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.