Casino Cruise - Withdrawal pending since April 25th?!

Malate Finland
posted on May 10, 2015.

My withdrawal is still pending from 25.4. I have tried to contact Casino Cruise support via email but they dont answer to my emails. Did get this kind of responce from livechat:
Crew Member 2: Hi! My name is Emelie and I am your Casino Cruise hostess. Can I please have your username and I´ll have a look?
You: ------
Crew Member 2: Thank you. One moment please
Crew Member 2: I see here that your withdraw is still under pending management review. As soon as we have an update, we will contact you
You: how long that might take?
Crew Member 2: I´m very sorry but I cannot give you an exact time
You: so why do you promise 1-7 days withdrawal time
Crew Member 2: I see here that there were a technical issue and this is why your withdraw is still pending.
You: what kind of technical issue
Crew Member 2: Unfortunately I cannot see the details of it. But it is pending management review now, and as soon as we get information from them, we will contact you.
You: today
Crew Member 2: I´m afraid I cannot give you an exact time. But as soon as we get information from them, we will contact you.

This was from thursday 7.5. and have not heard nothing from them since. My verification docs are ok and they have verified those. I get this feeling they are trying to wait that i rollback and play everything.

posted on May 14, 2015.

We are looking into this and i will get back to as soon as possible. Thanks for your patience.

Malate Finland
posted on May 16, 2015.

Still waiting for your response...

posted on May 16, 2015.

Unfortunately, this is a complex issue that involves and is being addressed by EM - we are waiting for their resolution and will reply to you accordingly immediately. Again, thank you for your patience and hope to have this resolved soon.

Malate Finland
posted on May 18, 2015.

What kind of Complex issue? Nearly a month gone and you have not clearly said what is the issue?? This is very poor customer service.

posted on May 19, 2015.

It took us and EM a lot of time to get to the bottom of this but we finally have so please let me explain and my very sincere apologies for the delay.

You had an active bonus of 140 EUR which was lost on 25/04 13:25. However, during the time when the bonus was still active, there were winnings which were credited to the real money wallet instead of the bonus money wallet amounting 193.6 EUR. How did this happen?
1. All winnings that were credited to the Real Money Wallet while the bonus was still active came from the Tower Quest (Play’nGo) game.
2. Tower Quest allows the player to collect vials of potions which are scattered around the reels and to manually trigger a freespin depending on the number of vials collected. The winnings resulting from these freespins, even if the player has an active bonus, were credited incorrectly to your Real Money Wallet.

The balance of 757.42 EUR that you then tried to withdraw is the result of playing the money credited to the real money balance instead of the bonus balance, in error.

So, how do we explain the actual situation?

This featured, initially incorrectly configured, transferred 190.67 EUR to your real money balance once you had cleared the bonus.

Meaning, the system showed that you had played the bonus down to zero, while you still had 4,457.40 EUR to wager.
With this 190.67 EUR, you managed to generate the mentioned winnings.
You then made 505 rounds of play amounting 1826.70 EUR and then placed his withdrawal.
Deducting this number from the remaining amount to wager, leaves us with 2630.7 EUR to wager.
So the actual situation is that you still have 2630.7 EUR wager and a 757.42 EUR bonus wallet balance.

It took time to find the problem because this new feature wasn't initially configured correctly into the system and we couldn't understand how the 190.67 EUR suddenly appeared in your real money wallet. We have asked EM if they can make the necessary manual adjustments to show the actual numbers and regarding this I still owe you an answer.

I will email the detailed game play to Support Management @ AG.

Malate Finland
posted on May 19, 2015.

So why do you keep rollbackin that other withdrawal of 1000 € which i have played on a different bonus. Which you gave my when i deposited third time. So rollback that 757€ and put that 1000€ on my creditcard. Because that bonus i have played like three times.

posted on May 19, 2015.

Okay, now that we have finally a full understanding of the error, let me check the situation with our support crew. I will get back to you ASAP

posted on May 20, 2015.

Your 1000 EUR withdrawal was requested yesterday and is being processed. Regarding the 757 EUR - our support crew will email you regarding the continued play on this amount. Have a great day.

posted on May 22, 2015.

1000 EUR withdrawal will be approved today.
As for the first 757 EUR pending withdrawal, support will contact you with regards to the remaining wagering to complete.

Malate Finland
posted on May 22, 2015.

Has not been approved yet

Malate Finland
posted on May 25, 2015.

1000 is now ok but still waiting that 757 to be rollbacked to bonus money

posted on May 26, 2015.

Okay, thanks for the update. I will let support know now.

Malate Finland
posted on May 28, 2015.

Something happening about this matter?

posted on May 31, 2015.

Our Finnish support agent will contact you later today to discuss and close with you regarding the wagering for the remaining funds. Thanks for your patience.

Malate Finland
posted on June 1, 2015.

Did get my bonus money