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Casino Cruise - Closed account, withheld balance and no responses


Complaint Info

Disputed casino

Casino Cruise


kr 8500

Posted on August 29, 2017

I opened an account at CasinoCruise.com the 11th of August 2017. I deposited in total 8.500 SEK. I made a withdrawal the 12th of 20.000 SEK, and sent my KYC documents, a phone bill, my passport and the VISA card. I later cancelled the withdrawal , and made some more desposits. When logging in the 13th of August my account was blocked, without notification. I had not got a single email from customer service, from when I registered. The 17th I got a short email, saying I had two accounts registered, and I asked for them to send the documents of evidence, and return my 8.500 SEK in deposits. I have not registered two accounts, and would have never made deposits on a new account if I had.

I have sent reminders to casino cruise, but have not heard anything back.

At no point any information was sent , so therefor I submit this complaint and hope that it will be resolved.

Best Regards

Posted on August 30, 2017

Hi Sven,
I am going to look into this now and will get back to you as soon as possible!
Thanks :)

Posted on August 30, 2017

Hi Sven,
I have forwarded evidence of your duplicate accounts to the AskGamblers team to review.
Have a lovely day.

Posted on August 30, 2017

Dear Sir/Madam,

I would like to receive a copy of the evidence, as I have not, and defenitely not intentionally registered two or more (?) accounts.

Regarding my complaint I have not received any information that I have asked for, from Customer Service, despite me sending various emails asking for that. I did not receive any indication that I have two or more accounts on Casino Cruise when registering, and depositing worked fine, which I did under 2-3 days without any alert from Casino Cruise, until my account was just closed. (also without any information, until I asked what happened)

As I deposited I also would like them to be returned to the card, as it should not have been possible to make deposits with two or more accounts.

Thanks for your assistance

Best regards
S C Gustafsson

Posted on August 31, 2017

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Casino Cruise where it is clearly displayed that player had opened more than one account. Player by these actions violated general casino term #4.7.

Your Account must be registered in your own, correct, name. You may only open one account i.e. Your account is limited to one account per IP address / home address. Any other accounts which you open with us in relation to the Service and the Website shall be "Duplicate Accounts". If you open more than one account, any winnings on either account will be forfeited and all accounts will be closed. Any Duplicate Accounts may be closed by us immediately

Player's deposit was not refunded because he played off the money and had no pending withdrawals.
Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Casino Cruise.