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Casino Cruise - Waiting since 10th of September for withdrawal

RESOLVED
Complaint Info
Disputed casino Casino Cruise
Reason Delayed payment
Amount £ 7800
Mhakmi1 United Kingdom
Posted on October 1, 2021

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

Posted on October 4, 2021

Dear MHAKMI1,

Thank you for contacting us and we are sorry to hear of your experience.

Understanding your frustration, please let us point out that as a regulated casino we are obliged to carry out all the necessary security checks on our players and their requests.

As I can see your query is already being dealt with and we have provided you with some further information on the 01/10/2021. As soon as we receive the requested documentation we will be able to process your withdrawal.

We kindly ask you to get back to us once you have further information on the requested documents.

In the meantime should you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Casino Cruise Team

AskGamblers
Posted on October 7, 2021

Dear @Mhakmi1,

The AskGamblers Complaint Team is kindly asking you to assist the Casino Cruise team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Mhakmi1 United Kingdom
Posted on October 9, 2021

Good afternoon, hope you are well.

I have received different responses from casinocruise on 1st October and the first was forr to contact boku again so as that was first I contacted boku as you suggested...

I have received a third response from Boku and they say they do not provide this information.

The other response I received which is the response written on trustpilot, askgamblers etc is for me to speak to the network and get the proof.

I will now get the proof from the network instead as boku is clearly a dead end.

Once I have the documents I will send them to you and look forward to having the withdrawal processed. I see on trustpilot people do get their money eventually, I just wish it wasn't such a difficult process!

On a good note:

There is a good selection of games and the software is simple and easy for customers to gamble across the genesis brand...

If the withdr­awa­l/v­eri­fic­ation process is made as convenient as your competitors then you would be up there with bet365 and Betfair etc!

Many thanks,

Mehdi <last name removed>

Posted on October 13, 2021

Dear MHAKMI1,

Thank you for your cop operation in this.

Once you receive the information from your provider please let us know and we can continue the verification process on your account.

Regards,
Casino Cruise Team

Mhakmi1 United Kingdom
Posted on October 15, 2021

Spoke to network and been told to expect documents in 3-5 working days.


Thanks for your help


< full name removed >

Posted on October 18, 2021

Hi MHAKMI1,

Thank you for this information. Kindly forward us the document via email once you have received it.

Regards,
Casino Cruise Team

Posted on October 21, 2021

Hi MHAKMI1,

As informed via email on 07/10/2021, We have sent you an email on 04/10/2021 informing you of which document is still required on your account. Verification on your account must be completed and this step cannot be bypassed.

We have received your reply stating that you are currently waiting for your network provider to send you the document that we need. Kindly get back to us via email once this document is in your hands.

Regards,
Casino Cruise Team

Mhakmi1 United Kingdom
Posted on October 21, 2021

It's interesting how you were delaying any progression in the beginning and now you claim to be trying to speed up the process!

I was told by boku that the reason everything took so long is because they were asked for a very unusual request...

I have also been told this by my network. It's an unusual, rare request. Especially on pay as you go!

I am still waiting and they will be provided!

Perhaps an apology from casinocruise would be more fitting!

I will let you know when they arrive.

Thanks for your understanding

< full name removed >

Mhakmi1 United Kingdom
Posted on October 22, 2021

Final documents have been attached.

I have been waiting since 10th of September for my withdrawal. The withdrawal was initiated through TRUSTLY to my starling account. Please confirm when the withdrawal is processed.


Many thanks,


Mehdi Hakmi

AskGamblers
Posted on October 26, 2021

Dear Casino Cruise,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on October 26, 2021

Dear MHAKMI1,

We would like to inform you that your documents have now been approved and your withdrawal has been released today 26/10/2021.

Should you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Casino Cruise Team

Mhakmi1 United Kingdom
Posted on October 29, 2021

They paid. Thanks for your help. They should be closed down

AskGamblers
Posted on October 29, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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