Casino Cruise failed to follow responsible gaming and self exclusion

December 12th, 2022 I tried to make a withdrawal amount of 894€. I couldn't make it, just got an error message. Contact support via chat and they said that they will send this to the proper department to take care of.

Nothing happened and then the casino send an email that they will end to offer services to Finnish customers on December 16th and accounts will be closed end of the year if there are funds in the account, customers should withdraw their funds before the 30th of December.

I tried to withdraw many times but always got that error message, also contact to support several times via chat and email also. asked them also to send those funds to my skrill account by email. Now casino doesn't even answer my emails anymore.

I played Casino Cruise 20.10.2022 and won 1251 euros. I did a withdrawal request 8.11.2022 and since then I have tried to get money out there. 9.11. they asked me to send a verification documents by email and I sent them all 15.11. One day later, 16.11. I get an email from them that my account is fully verified. For some reason, they still have not accepted my withdrawal request. I have sent them emails and asked chat but they have still not paid.

Hello,

I successfully registered in Casinocruise, I have made a deposit of £200, after 20 min of playing I was logged off, when I contacted with an agent on chat I have been told that I was self excluded.

I explained that I didn't aware of this. I have been assured that my deposit will be transferred to my bank account.

I have sent send several emails asking for a refund, I have been told my refund will be paid soon its their highest priority.. it's been 2 month still didn't get my refund.

Please help me with this.

Regards Artur

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.

Thanks

I made a withdrawal on 10/9 for £7800. I was then asked for all kinds of unnecessary documents for verification. I sent proof of address, proof of ID, and proof of payment and it was all approved eventually. Then was continuously asked for phone bills and I explained I was on pay as you go and there aren't any phone bills. They clearly weren't reading my emails because they kept replying with the same response until I had enough and eventually when I asked for their ADR five times, they acknowledged my email and said that it is being reviewed and it has been escalated. But I made the withdrawal on the 10th of September, it is absurd to make customers wait this long for a withdrawal. I wish I didn't have to complain on various websites but I'm sure if I don't the withdrawal will be delayed even longer. 7 days to review and process a case is more than enough for any casino let alone three weeks. Please help. X

6 weeks ago I deposited £10. I won £12000. I have submitted all of the relevant id and it's all been verified.

I have sent at least 10 emails to the complaints department, all of the replies tell me it's been escalated to the relevant department and to rest assured it will be processed. Every email says the same! I have had 1 email congratulating my win also. I email every day and get told the same "thanks for your continued patience" etc etc.

I will be giving them to the 8 week point before I register with a solicitor and proceed with court! Absolute joke!!!!

Hi there, on Saturday the 27th February I unfortunately fell into the trap of this casino company. I deposited £100 to take advantage of their matched bonus scheme. I played a slot and got to £166.21 in which I was happy to withdraw. I did this and was sent a standard verification check (which was very extensive and like no other). I proceeded and sent them the proof a day later. I have not heard since. My account on the website is also blocked so I cannot go through their and check process or anything and I'm just really stuck and do not know what to do. I have attached the emails sent and received and my account blocked onto the website. Unfortunately I do not have screenshots of the £166.21 in account and as it is blocked I cannot go in there.

(Update due to first request being declined. It is now a month later and I have still not received solid communication back and I am starting to get worried.)

Thank you and I hope we can resolve this issue.