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Casino Cruise - Confiscation of two withdrawals due to terms violation without any proof


Complaint Info

Disputed casino

Casino Cruise


£ 2500

hbright88 United Kingdom Message
Posted on April 27, 2018

On April the 23rd after waiting nearly 2 months since my withdrawal was submitted I received an email advising my winnings were being confiscated. When I asked for them to clarify I received this vague email:

'Dear Hannah,

Kindly note that you have breached article 24 and 29 of our terms and conditions.

24. Where any term/s of the offer or promotion is breached or there is any evidence of a series of bets placed by a player or group of players, whether individually or as part of a group which amounts to cheating in any form including, but not limited to collusion or the exploitation of software or operational errors and faults, Casino Cruise reserves the right to reclaim the bonus element of such offers and in their absolute discretion. In addition, Casino Cruise reserves the right to levy an administration charge on the player cover actual administrative costs. We further reserve the right to ask any player to provide sufficient documentation for us to be satisfied in our absolute discretion as to the player’s identity prior to us crediting any Bonus, Free Spins or offer to their account in the event that we have a reasonable suspicion of such wrongdoing on their behalf.

29. Deliberately circumventing Casino Cruise bonus and/or main terms and conditions will be deemed a breach and you risk being banned plus winnings confiscated.

Thank you once again for contacting us and if you need anything else, do not hesitate to get in touch. We are always happy to assist you.

Good luck, hope to see you playing and winning soon!

Kind Regards,

CasinoCruise Support '

I asked if they could explain further as my bet size was £4.50 and I used the same eligible game throughout. In response I received the same response as above.

I'm baffled as to why my winnings totalling nearly £2500 were confiscated as I don't appear to have broken any rules!