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Casino Cruise - Voided winnings but not losses on a self-excluded account, won't reply to emails


Complaint Info

Disputed casino

Casino Cruise
theywould United Kingdom Message
Posted on March 23, 2018

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.

Many thanks,

Posted on March 23, 2018

We are forwarding the evidence for your case to the AskGamblers team now to review.
Many thanks

theywould United Kingdom Message
Posted on March 23, 2018

Thank you for your swift response.

I look forwards to any updates regarding this matter.

Posted on March 23, 2018

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 has Self Excluded from his first registered account with Casino Cruise, back in 2016, but unfortunately, since then the player has created not one, but two more additional accounts where registration details have been changed. The player by these acts violated casino term #30.6:

30.6. In requesting self-exclusion, You agree to provide full and accurate personal details, now and in the future, so Your access/use of the Site and Services can be restricted. If You do choose to self-exclude, We will use all reasonable endeavours to ensure we comply with Your self-exclusion. However, in agreeing to self-exclude, You accept that You have a parallel obligation not to seek to circumvent the self-exclusion. Accordingly, We have no responsibility or liability for any subsequent consequences or losses howsoever caused that You may suffer or incur if You commence or continue to gamble through additional online accounts where You have changed any of the registration details or You provide misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed. If you self-exclude on a website operated by Genesis Global Limited, it will apply to all other brands. As a self-excluded player, you should not open another account with any other website during the time period you selected. Should you open another account with a website operated by Genesis Global Limited we reserve the right to immediately close it, without prior notification and void any winnings. Any funds remaining in your account will be refunded minus a 10% administration fee.

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.