Beschwerde #220
Casino Cruise
Casino Cruise -Delaying my withdrawal and poor customer support
vor 7 Jahren
Dear Askgamblers,
I would like to make a complaint against Casinocruise. I initially made a withdrawal of £1500 and £400 on the 26th of March 2019, having initially deposited £500 the day before. On the 27th of March 2019 you asked me to verify my documents, as per KYC, which is the standard for all casinos so I obliged and did this immediately. On the 29th of March 2019 my documents were verified, at 10:16. Previous to that I had reverse withdrawn the £1500 and £400, and made it into two withdrawals of £1900 (totalling £3800), with £700 left in the balance. On the night of 29th of March 2019, I went to login to my account where I received the message "your account is currently blocked because you have chosen to self-exclude". With the grand total of £4500 in withdrawals and balance, I would never self-exclude so I went straight to live chat.
After quite a while of waiting, live chat told me my account was under review. After a bit more digging, the live chat operator told me they are "confirming that my account is not linked to any self-excluded account". My first issue about this is, why did I have to log in, see myself "self-excluded", then spend over 45 minutes speaking to a live chat operator to find out this is the reason why? Very poor communication initially, a transparent line of communication from the casino would have alleviated any initial stress I had when I tried to log into my account. Secondly, I understand that with certain operators, if you self-exclude, you self-exclude from their sister websites. That I understand, which is why I always use the same details. I also understand that the software will self-exclude you if you are self-excluded from other websites, which did not happen. Additionally, having provided my information through kyc identification, I was verified, which leads me to believe the reason behind my account being "under review" is to delay the withdrawal process, and try and find any excuse to not pay out.
Since Friday, I have asked live chat on two more occasions for an update on my account, culminating in today, Thursday 4th of April 2019, where I was further told "there is no update on your account". Having gone through previous complaints made by askgamblers members about casinocruise who have had similar issues to me, I want to escalate this as soon as possible as I fully expected to have the money in my account by now. My £500 deposit was pure cash, no bonus attached to it, so I spent it on the stakes I wanted to, on any game I wanted to, without restriction. On Friday they told me, as per the chat transcript I will attach, it would take a few days to invesigate, yet 6 days later I have heard absolutely nothing. No email even notifying me they were investigating, so without my own efforts I would have no idea! Additionally, I would also like to refer to the point in the live chat which says:
"Yes but we will need to see this once their review is complete as if they see your are linked to a self excluded account and any details on account were entered to by pass system then yes in this case they can have the right to cancel your winnings.
But if system let you create account and it wasn't your fault here funds should be sent as normal"
Now I understand attempting to circumnavigate the self-exclusion policy if you want to use bonus money, but my deposit was pure cash, and I have access to other websites which I play on regularly, so this doesnt benefit me. This line tells me, that the only way they can try and prevent my winnings is if I "deliberately" circumnavigated the self-exclusion detection software (IE, putting in different emails, dates of birth, etc), which I clearly have not. And my understanding as well is if I happen to be self-excluded on a sister website, but the software has not worked in detecting me, they are still liable to pay my funds. Can Askgamblers confirm that my interpretation of this rule is correct?
I lastly believe that besides all of this, I have not self-excluded on any sister website of casinocruise, so this is all a waste of time, and a deliberate attempt to delay my money, but that is my personal opinion, shared by many members of this website that have had money delayed by this casino operator. I wish to get the wheels in motion so my withdrawals and balance are processed in a timely fashion, and I can enjoy my winnings without stress for once.
I would like to make a complaint against Casinocruise. I initially made a withdrawal of £1500 and £400 on the 26th of March 2019, having initially deposited £500 the day before. On the 27th of March 2019 you asked me to verify my documents, as per KYC, which is the standard for all casinos so I obliged and did this immediately. On the 29th of March 2019 my documents were verified, at 10:16. Previous to that I had reverse withdrawn the £1500 and £400, and made it into two withdrawals of £1900 (totalling £3800), with £700 left in the balance. On the night of 29th of March 2019, I went to login to my account where I received the message "your account is currently blocked because you have chosen to self-exclude". With the grand total of £4500 in withdrawals and balance, I would never self-exclude so I went straight to live chat.
After quite a while of waiting, live chat told me my account was under review. After a bit more digging, the live chat operator told me they are "confirming that my account is not linked to any self-excluded account". My first issue about this is, why did I have to log in, see myself "self-excluded", then spend over 45 minutes speaking to a live chat operator to find out this is the reason why? Very poor communication initially, a transparent line of communication from the casino would have alleviated any initial stress I had when I tried to log into my account. Secondly, I understand that with certain operators, if you self-exclude, you self-exclude from their sister websites. That I understand, which is why I always use the same details. I also understand that the software will self-exclude you if you are self-excluded from other websites, which did not happen. Additionally, having provided my information through kyc identification, I was verified, which leads me to believe the reason behind my account being "under review" is to delay the withdrawal process, and try and find any excuse to not pay out.
Since Friday, I have asked live chat on two more occasions for an update on my account, culminating in today, Thursday 4th of April 2019, where I was further told "there is no update on your account". Having gone through previous complaints made by askgamblers members about casinocruise who have had similar issues to me, I want to escalate this as soon as possible as I fully expected to have the money in my account by now. My £500 deposit was pure cash, no bonus attached to it, so I spent it on the stakes I wanted to, on any game I wanted to, without restriction. On Friday they told me, as per the chat transcript I will attach, it would take a few days to invesigate, yet 6 days later I have heard absolutely nothing. No email even notifying me they were investigating, so without my own efforts I would have no idea! Additionally, I would also like to refer to the point in the live chat which says:
"Yes but we will need to see this once their review is complete as if they see your are linked to a self excluded account and any details on account were entered to by pass system then yes in this case they can have the right to cancel your winnings.
But if system let you create account and it wasn't your fault here funds should be sent as normal"
Now I understand attempting to circumnavigate the self-exclusion policy if you want to use bonus money, but my deposit was pure cash, and I have access to other websites which I play on regularly, so this doesnt benefit me. This line tells me, that the only way they can try and prevent my winnings is if I "deliberately" circumnavigated the self-exclusion detection software (IE, putting in different emails, dates of birth, etc), which I clearly have not. And my understanding as well is if I happen to be self-excluded on a sister website, but the software has not worked in detecting me, they are still liable to pay my funds. Can Askgamblers confirm that my interpretation of this rule is correct?
I lastly believe that besides all of this, I have not self-excluded on any sister website of casinocruise, so this is all a waste of time, and a deliberate attempt to delay my money, but that is my personal opinion, shared by many members of this website that have had money delayed by this casino operator. I wish to get the wheels in motion so my withdrawals and balance are processed in a timely fashion, and I can enjoy my winnings without stress for once.
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