I opened an account with Casino Cruise on the 10th March and deposited £900 over three deposits of £300. I did not take any bonuses on any deposit. After a few hours I requested a withdrawal of £1000 and sent off my id for verification.
However the next day the account was locked. I contacted support and was told I had a previous account that was self excluded, though I did not realise I had a previous account.
I checked through my email and support was correct, back in 2016 I breifly had an account with Casino Cruise which I had self excluded from.
I received an email from Casino Cruise saying they would not be paying £1000 payout and would only refund the final deposit I made to the account of £300 meening they have removed £600. they stated the following
'We regret to inform you that your winnings have been removed due to a breach of our Terms and Conditions during your game play'
Casino Cruise have voided my winnings but not voided the loses? They have not told me exactly what breach has been commited 'during gameplay'? I understand that the account was mistakenly opened and because of this winnings can be removed however they are saying the loses are legitimate.
Also Casino Cruise are not replying to my emails regarding this matter.
I understand the winnings of £100 (£900 deposits and £100 winnings) should be voided since I had self excluded but I would like the additional £600 deposits refunding minus any admin costs. I also expect better contact from Casino Cruise as they should have replied to my concerns.