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Casino Cruise - Refusing to pay my money out

RESOLVED

Complaint Info

Disputed casino

Casino Cruise

Amount

£ 1000

RobMele United Kingdom Message
Posted on May 22, 2017

This is not the first time I am having issues with this casino.

I deposited 1000£ onto my account and after not seeing the games I like I decided to request the money to be withdrawn back into my same account.

This is when hell started. They asked me to send documents, even though I was already previously fully verified.

Sent documents waited 4 days for reply. Only to be told I have to send my credit card photo to them. The rep checking my documents must have been blind because I already sent my credit card photo the first time round. Anyway to avoid the hustle I sent it in again the exactly same photo.

Around 3 days later I get email saying my docs are fully verified. But my withdrawal is still pending. I contact them saying when will I get my withdrawal and only to be told to wait 3 days. I wait 3 days and nothing, I contact them again. This time I am told a complete lie:

"After speaking to the finance team I have been informed that In order to withdraw your funds they must be wagered at least once. As soon as you have done that you will be able to withdraw."

This is completely outrages and dishonest claim from the rep. These guys are scam artists because their terms and conditions differ from the reps response and state that:

"We reserve the right to charge a 10% fee amounting to our own costs (including the cost of the deposits) for withdrawals of funds that have not been put into play."

So in conclusion, the rep lied to me saying I have to wager my money when in terms in conditions they say I have the right to withdraw minus the possible 10% fee of my deposit. I cant even imagine what excuse they would make if I actually won and tried to withdraw. Please be careful with them. I have had numerous trouble with them. See attached the email from rep and terms.

Posted on May 25, 2017

Hi ROMAN MELESHKO,

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

Kind Regards,
Casino Cruise

RobMele United Kingdom Message
Posted on May 26, 2017

ok still waiting for any withdrawal to go through

Posted on May 30, 2017

Hi All,

We are still looking into the complaint and will get back to you as soon as possible.

Kind Regards,
Casino Cruise

AskGamblers
Posted on June 2, 2017

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Casino Cruise management will soon jump in with an update on this complaint.

AskGamblers
Posted on June 7, 2017

This complaint has been reopened as per Casino Cruise request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on June 10, 2017

the complaint is been reviewed and and answer will be posted on the forum with the next 48 hours.

AskGamblers
Posted on June 14, 2017

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Casino Cruise management will soon jump in with an update on this complaint.

Posted on June 16, 2017

Hi there. We have resolved the case and contacted the player directly. We also provided the player with compensation for the inconvenience.

Many thanks!

AskGamblers
Posted on June 19, 2017

Dear @RobMele,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly. Thank you for your cooperation.