Casino Cruise - Withdrawal pending since April 25th?!

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

Still waiting for your response...

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.

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.

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.

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.

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

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.

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.

Has not been approved yet