Casino Cruise - Confiscated winnings due to previous self exclusions with another brand, refusing to refund deposits

posted on February 13, 2016.

Where do I start .i opened a casino cruise account @ 4 months ago .i have played a bit on it .i deposited £199 on 10/02/2016
I was doing well and played on it for a couple of days.last night I had dinner and went to log back in to be told that as I had self excluded apparently on play hippo .com .let me just say I have no idea I did and can't even remember having an account and secondly how would I know they r all connected and also jetball apparently? Which I hardly went on.this leaves me with a major problem which I am not going to let rest -
I have won @£2800 on my casino cruise account which I have no access to ( please also note that I did not take any bonus with my deposit )
Secondly if this is the case why did they let me open an account in the first place
Thirdly why didn't they let me know previously and why did they let me make deposits
Why did they close my account when I had such a large amount of winnings.
I have sent them all docs required for with drawals .i called the last night and they said they would call me back in 5 mins and they didn't so I called again and they said it was every matrix that had made that decision so I tried to find a. Number to call .i couldn't so have emailed them and casino cruise .
My result would be for my account to be reopened and my winnings credited back to my account.please help as I am pulling my hair out with this
Please remember I did not know any of these casinos were connected however I was not told previous and casino cruise has let me deposit so how would I know

posted on February 15, 2016.

Hi Sammy,

We are looking into this and i will get back to you as soon as possible.

Kind Regards,
Casino Cruise

posted on February 15, 2016.

They have responded by agreeing to refund a proportion of my deposits but not all of them.

posted on February 17, 2016.

I have had a refund so please close this

posted on February 17, 2016.

Based on player's last comment, we consider this case as resolved and it is now officially closed.