Casino Cruise Complaints
Casino Cruise Complaint Stats
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.
Unresolved
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.
Resolved
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
Resolved
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
Unresolved
Withdrawal id 704385680
Resolved
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
Resolved
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!!!!
Resolved
Regards
Resolved
Resolved
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.
Resolved
I was then told that the review was still ongoing for a two more weeks, so on 27th feb 2020 I submitted a formal complaint.
After chasing up several times, I received an email saying that 'your account has been unlocked, so you may request a withdrawal of your winnings.' which I tried to do right away but I was unable to do so as I couldn't register a new card on the account. I spoke to someone on livechat who said they would look into it and get back to me.
They then asked me for proof of bank closure (as I trying to withdraw to a new bank account) as well as photos of my new card which I sent to them on 3rd apr 2020. After various livechats, all they kept saying was that 'the documents are still being reviewed'.
I emailed them on 20th jan 2021 requesting an update and immediate payment. They came back with a request for a photo of the back of my driving licence, which I sent to them straight away. I have now chased them up several times to no avail - they have been completely unresponsive since sending an automatic reply on 21st jan 2021.
I'm just tired of all of this now - all I want is my funds to be paid out to me ASAP but casino cruise always find a way to not pay you. If I'd had known that it was this hard to get money out of them, I would have never played there in the first place.
Resolved
no problem right? I will just cash out my £8201.52 and check some alternatives out..... but no.
They firstly emailed me asking for proof of funds. which I sent. they asked where it came from which I told them I'm self employed and run a business.
I sent proof of every bank statement I have on all of my cards (at least 2 that was used to deposit on casino cruise)
- they said they need more proof and ask how my business is run.
I explained clearly how its run and attached contracts with customers and payment getting transferred to my accounts.
-they still didn't understand
As soon as they said they needed one thing and I gave it to them it was on to the next, like they we're going to trip me up and ask me for something I couldn't provide so they could decline my funds and say "ahh well its in the T&C " blah blah blah.
As time got on and I showed all the proof and more that I would need to show to get my money. still nothing.
they started messaging me only every 2-4 weeks, and I haven't received one in 2 months now. ridiculous.
I have tried going on live chat regularly but they just say "I have left a note and they will respond soon please be patient"
but when its been half a year and I'm being ignored how do you expect me to be patient...
So to quickly summarise, they lost their UK licence. then force people to send a load of proof of funds etc, because of their mistake then ignore and try every way possible to keep your money.
sort it out. thanks
JT
Resolved
Resolved
Resolved
I won a decent amount on the 4th March 2020 at Casino Cruise. I submitted a withdrawal for £949.42 straight away as I was lucky to have won in my deposited funds rather than the awarded welcome bonus. So I cancelled this bonus. Then I never heard anything more from them, until after nearly 3 weeks had passed I chased up my withdrawal. I then received an email asking for various photographs and documents for verification, which I sent to them on the 3rd April 2020. Since then I heard nothing, so 10 days after sending in what had been requested, I emailed asking for an update. I then received an email back from Tuomas (a VIP customer advisor) that there was a security check in place and that I would hear back from the relevant team in due course. 3 weeks went by and not even a sniff of any contact from this "relevant department" so I emailed again on the 27th April 2020, advising them that I would like to raise a formal complaint about the issues surrounding my outstanding withdrawal. To date, I haven't received so much as the courtesy of a reply or acknowledgement of this email. I think they are just ignoring me in the hope I will go away empty handed. Please could you intervene on my behalf and get some action from them in relation to this matter.
Resolved
Resolved
Rejected
I'm having problems with the verification process this started the moment after i requested a withdrawal of funds R1000 South African currency. I have submitted all the required documents. I've been really patient with the casino as i'm told my case is in the security department everytime i contact the support department but its been a long wait. i'm told that they will try to escalate the matter with the relevant department to speed up my process but this has been over 2 months wait. Can you assist me in speeding up the process. I've attached conversations between me and the casino support since this began.
Resolved
They initially requested basic ID confirmation from me on the 7th of Feb, which i provided. They then requested notorised documents, this required me at my own expense to go to my local post office and have my identification notorised by a member of staff. I submitted this in late April, initially having £1,000 of my £2,900 withdrawal approved and paid out to me on April 23rd.
I then requested the remaining £1,900 on the same date. I had no contact from Casino Cruise and chased them up on this further withdrawal on April 30th to no further response from Casino Cruise. i then contacted them again on May 3rd receiving this response:
'Dear Emily,
Thank you for contacting Casino Cruise Support with your request.
I can see that the withdrawal is passed to management for review. I totally understand your frustration with the delay and have passed a message to them for you. I have asked that they speed this along and get back to you. Again , apologies for the delay.
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.
Kind Regards,
Emma
Casino Cruise Support Team
[email protected] '
16 Days later, i have not received any further news, and have been still attempting to chase them regularly. This is disgraceful and clearly an abuse and attempt to withhold customer funds. My account is fully verified!
Resolved
I won 600 on simple roulette using cash. I requested the withdrawal on the 27th, i had already submitted all required documents 23 days later they have still not sent the funds, Any time i contact them they say its being processed by a department and they will get back to me, this was a week ago.
"Thank you for contacting Casino Cruise Support with your request.
Kindly note that the department handing your request is aware of your case and will get back to you by email once they are able. Apologies for the delay in the process thus far.
Your patience is greatly appreciated in the mean time.
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.
Kind Regards,
Philip
Casino Cruise Support Team"
It was a straight forward win, my documents are all fine and accepted at any other casino I game at first time every time and i would have been a return customer had they not taken so long to process a simple withdrawal. Give me my money thanks!
Resolved
I won £450 16th april, still 5 weeks later apparently i havent sent the correct documents. I sent all for documents in one email yet i was still missing one, when i had sent it 3 times prior, if it wasn't for me contacting them everyday i wouldn't of heard anything back from them. 2 agents i have their names both told me they can request to speed up the process, then i spoke to another agent today and he said thats not possible they can send the feedback from the chat, not speed it up. The first time my documents got declined , i dont know what for but i had to contact them to find out. I sent the 'missing' document today and have been told i have to wait a further 72 hours, even though this document was sent the same day as others. Every time i speak to someone they tell me they will contact me with an update and they dont.
Resolved
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.
Resolved
After not hearing anything from the casino i contacted them and they answered that my case had been "randomly selected for a routine security check". I got that email the 20th of november and nothing have happened after that.
Rejected
I requested a withdrawal from CasinoCruise the 10/11.
I did send in all necessary documents the same day (10/11),
The 12/11 all documents were verified and my account was fully verified. The terms says that they will process the withdrawal in 48 hours,
The 13/11 they asked me for a Notarised ID, and a selfie of myself and my ID,
I made the deposit with Trustly, so i did verify myself with Bank ID when i made the deposit. Even though that fact, they asked for a Notarised ID, which costed me 300 SEK + transportcosts,
I fixed the Notarised ID and uploaded it. It got verified on thursday the 22/11, and after that it would take 48 hours according to the chat support.
Today it's monday, and i still havnt recived my withdrawal.
They have been stalling with this withdrawal from the very first. Even though i explained for them that it would be very difficult for me to travel and fix that document beacuse I have pulmonary cancer and chronic obstructive pulmonary disease, they demanded me to travel and fix the Notarised ID.
Please help me.
Resolved