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Casino Cruise - Withdrawal not paid


Complaint Info

Disputed casino

Casino Cruise
Posted on February 8, 2017

hi there.

my withdrawal has been in pending since 27 January 2017.

I have been a member of this casino for quite a while and was previously verified.

since I used a prepaid virtual debit card to fund my latest deposit, there was some confusion on the casino's end as they wanted copies of the card that did not exist. this was cleared up and on Monday I received confirmation that the verification for that prepaid card had been completed.

I waited, but my withdrawal was still pending. support kept telling me that it would be processed in 24 bours. I sent multiple emails that received no response.

on 2 Feb I was informed by chat support that the issue was that I needed to reverse my withdrawal and withdraw back to the card that I deposited with instead of the neteller wallet that I had used for this withdrawal that I had used for previous withdrawals.

I explained that the card was prepaid and the chat host stated that the finance department had authorized the withdrawal to be paid to my neteller as per my original request. I requested my withdrawal again on 2 Feb.

I continued to follow up but had no luck. I am busy compiling a separate report to be sent to the MGA and needed chat transcripts, but the chat host refused. luckily I copied that chat manually.

I have been playing online for years and stay well away from Rogue casinos. I am shocked at the lack of support received from Casino Cruise considering their relatively high rating.

Hopefully Askgamblers.com excellent resolution service might help me get my withdrawal.

kind regards


Posted on February 8, 2017

Dear @mallymel22,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on February 9, 2017

Dear mallymel22,

I have been advised by our customer support team that your funds were processed on the 05.02.2017.

Please let us know if there are any issues with the funds arriving into your account.

Kind Regards,
Casino Cruise

Posted on February 9, 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.