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Casino Cruise - Stalling verification and payments


Complaint Info

Disputed casino

Casino Cruise


£ 1829.91

Posted on November 24, 2017

I have been chasing my withdrawal for 5 days now. I keep being told the photo's aren't clear enough or the bank card details aren't clear enough. I have sent these now 4-5 times. I've asked to be called and nobody has called me. I have been on the chat to 5 people and I am just going round in circles. I deposited £750 without accepting any bonuses and when I tried to withdraw they asked for all my i.d. I have never had this issue before when submitting i.d it is cleared and I play on the sites. After almost a week I'm getting very worried. Can you please help me get this resolved ?

Posted on November 24, 2017

Hi Dean,
Thanks for contacting us regarding this.
I have just been to speak to the relevant department who have informed me that they are still waiting for a photo of the back of your card. I apologise for the delay, but we have strict guideline to follow which is part of what makes us such a safe casino.
Once you provide the final document, your account can be verified and your withdrawal processed.
If you need any further assistance with this please let me know.
Many thanks!

Posted on November 24, 2017

I have sent this a few times now - exactly what has been asked each time. Today I have sent again after a customer complaint manager contacted me, I followed instructions and asked for a response - I have sent 4 emails today and also been on the online chat chasing, and still nothing. My money is still pending.? I'm at a loss.

Posted on November 27, 2017

Hi Dean,
Thanks for getting back to us.
The documents we request need to fit the regulations exactly to ensure that we follow security procedures. I have checked on your account and can see that your withdrawals have both been approved successfully.
If you need anything else please do not hesitate to get in touch.
Congrats on your win!

Posted on November 28, 2017

This is now all resolved and I have been paid. Thank you.

Posted on November 29, 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.