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Rejected, bogus player claim: Casino Cruise - Delayed withdrawals and lies


Complaint Info

Disputed casino

Casino Cruise


£ 458

Posted on August 9, 2016

I ordered a withdrawal for £199 on 03/08/16, having been fully verified months before and had deposited and withdrawn many times with no issues, and did not receive it after 48 hours as clearly "guaranteed" on the website. I also did not have any active bonuses at the time of withdrawal and did not have any active when winning the funds either.

I inquired after 48 hours and was told it would be "definitely" be processed on the day (05/08/16) and definitely before 72 hours. This did not happen.

I inquired after nearly 72 hours and was then told the withdrawal is "under investigation" by the "legal team". I was not told why or for how long or what laws were broken exactly to warrant a legal investigation.

I inquired after 96 hours and was told "it's weekend, wait till Monday, some withdrawals take longer". The excuses are changing daily and they seem to have run out. I have put in another request of £259 for my remaining balance. I do not intend to deal with these shysters ever again.

They never had any issues giving withdrawals when I was a mediocre player. You win a decent amount once and you get put through a criminal investigation. This is unacceptable, unethical and illegal. I hope people are reading this and never touching these shysters.

I really hope you can help here like in the past but I will also follow up with the UK regulator too, IBAS adjudication and the EU legal binding ODR platform. If it came to it, I intend to pursue court action as is my right in the UK and the wider EU.

< The following text has been removed as per Casino Cruise management's request which have been reviewed and accepted by the AskGamblers Complaints Team. >

Posted on August 12, 2016

Hi 4086554PLAYHIPP,

This is to let you know that we have read your complaint.
We are looking into it and will get back to you as soon as possible.

Kind regards,
Casino Cruise

Posted on August 14, 2016

Absolute bunch of thieving shysters here. They've just confiscated all my money stating "You collected bonus features in bonus balance and used it after in real money balance and it’s not allowed according to our terms and conditions."


And surely their system should not allow such a thing?? What sort of casino is this?? Set up glitches so people get caught and you can confiscate their money?!

I did 2 deposits. One for £100 and one for £9. They've only returned the £9. I want my £100. If you're going to cancel the bonus based on a problem on your side then I should get my deposit back used for the bonus.

You have until tomorrow before I file in UK small claims court.

Posted on August 17, 2016

AskGamblers Complaints Team has been provided with the enough information and evidence in regards of this complaint to confirm the fact that Casino Cruise acted in full compliance with their Terms and Conditions. Player played with bonus funds to progress through the Castle Builder bonus feature, then claiming the final stage from the bonus feature when there is no more wagering remaining with that act he breached casino term #15

15. Without derogating from the above, delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited. Players doing so agree to have their bonus and associated winnings declared void.

And since AskGamblers Complaints Service is designed and meant to help honest players with real troubles, it is now obvious this is not the case with this particular issue. Therefore this complaint is being rejected.