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Casino Cruise - Stalling payments for ever

Shubbsss United Kingdom
Posted on February 8, 2016.

I recently won 1300 pounds without bonus. Tried to withdraw and had to verify, fair enough... Sent in documents I usually use for casinos but on this occasion it was rejected. Ok, sent different ones, rejected again. Finally on the third time it was accepted four days later. Then have to wait for a 24-48 hour period which is for verification. At this point David and Michael lied many times claiming they have nothing to do with the verification yet all of the sudden it was accepted. Oh yeah and they say no managers are available but email an address that no one ever replied to. I think I've sent seven emails and two formal complaints. Not one response. Then I withdraw.. Another 24 to 48 hours wait.... Not it's been 3 days and at this point Emma says it will be done today, wasn't. I speak online to Eva and Anna and they claim finance department don't work on the weekend and we don't pay out on weekend so obviously Emma was lying. I just spoke to Anna and requested to speak to a manager about my, in all honesty, fair complaint and she was very rude saying why would managers work on a Friday and I'm sure if I was patient someone would get back to me in the week. This has been a waste of my time and if I don't get my money I will take those parties involved to court. Luckily I come from a close knit layers.

Worst casino ever purely for lying staff. You'd think they would change their ways after such terrible reviews have been given.

It's day seven not one reply from any manager after many emails I was instructed to communicate with. Still owe me my money.

Saved all chat scripts so will upload soon to see how many lies were told.

Posted on February 11, 2016.

Hello Everyone,

Thank you for your feedback.

It is unfortunate that such a concern reach the forum with no particular reason.

Analyzing the case again, we could see that the player dissatisfaction started the moment Casino Cruise asked to send personal documentation for verification purposes.
Verifying the player is a required procedure from many reasons and one of them is the requirement of Gaming Commission: MGO and the UKGC.
It is also designed to prevent illegal activity and to protect our players.

In this case our security found that there is a need to ask you to send your documents again.
On Jan 30th we asked you to send your documents and on Jan 30th indeed your documents arrived.
On Jan 31st your documents were not approved and you were asked to send your documents again.
On Jan 31st the documents arrived and they failed our security check.
On Feb 1st you sent your documents again.
On Feb 3rd your documents were approved and your account was verified by our security team.
On Feb 4th your withdrawal approved and your funds were sent out to you by Casino Cruise.
On Feb 8 we received confirmation that your funds arrived to your personal account.
Processing time of the funds depends on the payment method used by the player. In this case 3-5 business days.

Currently we see that you have another pending withdraw. We checked this one for you as well and it will be released soon.

Casino Cruise invest many resources to keep our players happy, satisfied by creating fair and reliable gaming environment.

We wish the player all the best.

Kind Regards,
Casino Cruise

Posted on February 11, 2016.

Dear @Shubbsss,

Can you confirm that you received the payment so we can close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

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