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
Mel
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