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Casino Cruise - Month holding withdrawal



Unseriöses Casino

Casino Cruise


£ 800

Veröffentlicht am 18. November 2021

ref:_0­0D2­0mc­eA._­50­06M­1tn­VnP:ref (Reference at Casino)

Where do I start.....

On the 18th of October, I set up an account with Casino Cruise.

I was not allowed to deposit due to documentation. I kindly sent all my documents, UK driver's license, Bank statement.

Had the confirmation back saying everything was fine on the 19th of Oct.

I then deposited then around £450 pounds and won £800 pounds. The withdrawal was 72 hours to review, which was fine. This then went over the allocated time frame, then I pushed customer service, within minutes I was asked to send a selfie with my driver's license, which I kindly did.

My account then was blocked I could not log in, they then advised I had a self-exclusion ban... I actually had that removed and kindly sent the certification from GamStop.

I still have not received any withdrawal from them, I continue to get the same email.

"Thank you for contacting Casino Cruise Support with your request.

I can see that your withdrawals are in the final stages of processing and you will be notified directly as soon as this has been completed. I apologize for the delay, I know it can be frustrating but rest assured it is being looked into.

Unfortunately, at the moment I do not have any further updates however I have alerted the relevant department to complete this for you as soon as possible.

I apologize for any inconvenience caused and thank you for your ongoing patience.

Thank you once again for contacting us and if you need anything else, do not hesitate to contact us. We are always happy to assist you"

This was a further 6 days ago, I emailed yesterday on the 16th of November still nothing.

I have lost the will to live on this, no casino can justify months of waiting and saying I am a top priority.


Veröffentlicht am 22. November 2021

Still nothing, even spoke to the chat function today and same response.

Veröffentlicht am 22. November 2021

Following their complaints procedure and T+C Online, they have not even going back to me in the 10 working day time frame to help or resolve this.

So I have emailed their gambling commission, because they have not followed their own T+Cs, which I have kindly prompted them and shown them on this thread.

Stage 2 - Escalation

Although extremely rare, it is not unheard of for a customer to feel that their complaint was not fully and satisfactorily resolved. In order to escalate a complaint, we ask our customers to contact us in writing via compla­int­[email protected]­asi­noc­rui­se.com. At this stage a case number will be issued and the complaint will be handled directly by the management, with a full response provided within 10 working days.

Please note: Customers must complete Stage 1 of the Complaints Procedure prior to escalation, and will otherwise be referred to the Support team so that they can seek to resolve any issues first.

Veröffentlicht am 22. November 2021

I have instructed IBAS, due to them breaking their own T+CS without a official response.

Veröffentlicht am 22. November 2021

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

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  • 84 von 93 gelöst
  • 2 Tagen Durchschn. Antwortzeit
  • 1 Woche Durchschn. Lebensdauer
  • 4,967 USD Durchschn. Betrag

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