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Casino Cruise - Refusal to pay out legitimate winnings

Posted on March 14, 2016.

Casino cruise confiscated my winnings on the 8th of March, 2016.

On the 7th of March, I made a 50 pound deposit and was awarded 200% bonus. After playing according to your terms and conditions: do not placing a wager of more than 5 pounds on the video slots and do not using any double up/gamble feature in any game, I successfully completed the 40x wagering requirement of the bonus funds and was left with 800 pounds balance, making 750 pounds profit.

Being completely overwhelming with positive emotions (it was my first such a big win in the casino) I decided to make a withdrawal (No. 2513069170) on the same day.

The next day, on the 8 of of March, I received an email from suppor­[email protected]­asi­noc­rui­, saying that my winnings have been removed due to a breach of the bonus' Terms and Conditions. Being completely clueless on what could possibly have been a breach of the terms and conditions I contacted the live support. The representative told me that my winnings have been removed because I was not entitled to the welcome bonus, as I made my initial deposit using moneybookers.

Please refer to the attached screen shot 1, showing the message to select the bonus, which pops up when you are trying to make your first deposit using SKRILL. It provides an option to select the bonus, when using the bookmakers. Which I successfully did, deposited, received a bonus and completed the wagering requirements, without having a clue that I may not be entitled for the bonus, as they say now.

I believe that CasinoCruise is acting completely unfair- attracting players by offering sign up bonuses, awarding them and then saying that one was not entitled for a bonus in the first place. As I see it, casino shall either not grant the bonuses if the player is not entitled for one using SKRILL or if
they give the bonus, then they shall not confiscate the rightful winnings.

Although very unlikely, I really hope that CasinoCruise takes the responsibility and applies fair approach towards this situation.

Posted on March 16, 2016.

Hi rutele,

We are looking into this and i will get back to you as soon as possible.

Kind Regards,
Casino Cruise

Posted on March 19, 2016.

Based on all the facts in regards of this complaint we could now confirm that Casino Cruise acted in accordance with their own Terms and Conditions

#10. Deposits made via MoneyBookers or Neteller are not eligible for the welcome offer.

We would like to remind player that it is player's sole responsibility and obligation to read carefully and stick to all casino terms and conditions prior registering and playing at any casino brand. The same applies to any general and particular terms associated with a casino bonus.

We would also like to draw casino management's attention to the fact that we do not consider as a correct thing that system offers the option for anyone who is making deposits using Skrill and Neteller, to opt for a bonus.
AskGamblers Complaints Team hopes that this case will provoke casino to make sure that their system does not offer the mentioned option again.

In case of a disagreement with our decision, we recommend player to seek further assistance on this matter from the relevant licensing authority responsible for this particular casino brand.

The case is now resolved and officially closed.

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