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Casino Cruise - Unfair confiscation of winnings

RESOLVED
Complaint Info
Disputed casino Casino Cruise
Reason Bonus terms violation
Amount € 1400
angi1993 Switzerland Message
Posted on October 17, 2016

I played with a bonus and won about 1400 euros with the game jack and the beanstalk. I know how bonus work and the max bet was 5 euros. I am from switzerland and the local money is swiss franc. Conversion is 1.20 chf is about 1 euro. All the games are in euros. I did bet 5 euros maximum but they confiscated my win because they said that my bets were higher than 5 chf. That means i had to guess the change conversion for every bet! I even provided them a screenshot of my win and they said you dont see any username on it... They are trying to find excuses to not pay me

AskGamblers
Posted on October 20, 2016

Dear @angi1993,


Please let us know if there's some update on your issue.

AskGamblers
Posted on November 2, 2016

The complaint has been reopened as per Casino Cruise request and AskGamblers Complaints Team would like to give this case one more try and help both parties involved to reach a satisfactory resolution.

Posted on November 3, 2016

Hello Everyone,

After a thorough review of the case, it was found that the player is entitled to her winnings. The player was betting in EUR while depositing in CHF and did not breach our terms. Casino Cruise will pay the player her winnings. We apologize for the inconvenience and are happy that this case got sorted out for the best.

Kind Regards,
Casino Cruise

AskGamblers
Posted on November 7, 2016

Dear @angi1993,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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