Casino Cruise - Refusing to pay or refund my deposits

AndrewD United Kingdom
posted on July 27, 2016.

I opened an account with CasinoCruise recently. I deposite £400, played for a while, won £1,500 and submitted a withdrawal request. 5 hours later I received an email asking for my standard documentation (which I immediately sent over) and an hour later received an email from EveryMatrix saying that because I self excluded from a few years ago, for some reason I am not allowed an account with CasinoCruise as they are managed by the same company so my account would be closed and all funds forfeited!!

Clearly this is a scandalous situation. They look 6 hours to realise I shouldn't have an account, and thus was only as a result of me submitted documentation. It stands to reason that if I'd lost my £400 and never submitted documents then I would have never received an email and they would have kept all the funds anyway.

This is clearly illegal, and before I proceed down a legal route I would like to see if I can get some assistance from this message board.

Thank you

posted on July 29, 2016.

Hi AndrewD,

Please contact Casino Cruise support via email and mention its with the regards to Askgamblers forum as we cannot recognize the player.

Kind Regards,
Casino Cruise

posted on August 2, 2016.

Dear @AndrewD,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected upon player's inactivity and it will be closed accordingly.

Thank you for your cooperation.