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Casino Cruise - Withdrawn request of 166 followed by locked account and no communication

RESOLVED
Complaint Info
Disputed casino Casino Cruise
Reason Delayed payment
Amount £ 166.21
Posted on March 25, 2021

Hi there, on Saturday the 27th February I unfortunately fell into the trap of this casino company. I deposited £100 to take advantage of their matched bonus scheme. I played a slot and got to £166.21 in which I was happy to withdraw. I did this and was sent a standard verification check (which was very extensive and like no other). I proceeded and sent them the proof a day later. I have not heard since. My account on the website is also blocked so I cannot go through their and check process or anything and I'm just really stuck and do not know what to do. I have attached the emails sent and received and my account blocked onto the website. Unfortunately I do not have screenshots of the £166.21 in account and as it is blocked I cannot go in there.

(Update due to first request being declined. It is now a month later and I have still not received solid communication back and I am starting to get worried.)


Thank you and I hope we can resolve this issue.

AskGamblers
Posted on April 7, 2021

Dear all,

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

Posted on April 7, 2021

Dear TYTHEGUY56,

We have looked into your account and can confirm it is active.

With regards to the withdrawal you had placed on the account, the funds are back on your casino balance and you will need to login and request this withdrawal again.

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

Regards,
Casino Cruise Team

Posted on April 7, 2021

Thank you very much. Will update this post once I receive the money

AskGamblers
Posted on April 10, 2021

Dear @TyTheGuy56,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

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 and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on April 10, 2021

Yes money has received thank you for sorting this

AskGamblers
Posted on April 11, 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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