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Casino Cruise - Waiting too long for my payment

RESOLVED
Nastyna94 United Kingdom
posted on April 30, 2018.

Hello (
I have a problem with casino cruise as I withdraw money £1500 on wendsday around 4pm with my account 100% veryfied long time ago. On the day when I was making withdraw ive been told it will take up to 48h. Since friday till today (sunday) im asking on the live chat for any detail or time left and the keep saying it wont take much longer. Its sunday 10.30 so its well over 110h (5days) please help me solve this problem as in last 6days I didnt recive any iformation then '' wont take much longer'' many thanks.

posted on April 30, 2018.

Dear NASTYNA94,
Thank you for getting in touch with us.
I have checked your account and can see that the delay was due to game play checks. These winnings were from free spins and the maximum payout for this is 100GBP. You now have those funds available on your account ready to withdraw and they will be approved straight away.
I apologise for the delay and if you need anything else please don't hesitate to send me a PM on here!
Have a lovely day :)

Nastyna94 United Kingdom
posted on April 30, 2018.

Yes but those free spins where part of mine deposit bonus ive deposited money day before as recive email from use that if I depositi will recive 50 free spins and use give me free spins next day. So it mine that in casino cruise if u make deposit and use your free spins you can only win £100? Thats funny. And by the way money on pending again.

Nastyna94 United Kingdom
posted on April 30, 2018.

So every customer who deposit money and use bonus will be only able to pay out £100 With casino crusie? And money was wagered so simply use still my money becouse what would happen if I deposit £200 use my free spins win for example £3from them free spins wager that £3 by playing one of the games and win for example £500 and would only be able to payout £100 then is nothing else then deposit£200 use your ''free spins''wee gona steal £100 of you.

Nastyna94 United Kingdom
posted on April 30, 2018.

By the way i won £30 from free spins and they where part of my deposit bonus and I have to wager that £30 and then I won £1500

posted on May 2, 2018.

Dear NASTYNA94,
You first played with your real funds and unfortunately did not win from those. Your free spins were then added the next day and you managed to win from these - which is the funds that you attempted to withdraw.
I have forwarded evidence of this to the AskGamblers team. I can see your 100GBP winnings have also been approved.
If you need anything else please do not hesitate to ask.
Have a lovely day.

AskGamblers
posted on May 4, 2018.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Casino Cruise management in regards of this complaint to confirm and justify the casino actions. From the evidences provided, it is clearly visible that the player won from Free Spins.

We would like to use this occasion and strongly encourage the player to read carefully the aforementioned casino terms and conditions applicable to the disputed promotion and pay special attention to quoted rule below - term #11:

11. The maximum withdrawal amount for a player from their Free Spins is $100.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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