Casino Cruise— player complaints: 39 in English

Casino Cruise withdrawal ID 802792806 with the amount of 1230 EUR was confirmed as "successfully withdrawn" on the 1st of February but till this date never received by my bank. Support not seem to react on emails and chat messages on the website. What can be done....??

Originally withdrew mid May 2020!!!! They've sent a couple of email since saying it's delayed etc. Then another saying issue with it and money should be back in my account. But I just checked and there is no money back in my account. They have not emailed asking for any verification documents. Can't seem to get through on live chat any more it's just a useless bot. Not sure what else I can do. Thanks!

I believe I signed up to Casino Cruise at the end of October 2020. I played Jammin Jars with my own funds and the bonus I was granted.I stuck within ther terms of the site and still have not had my winnings.They asked for all sorts of verification which I sent to them and they confirmed they received it. I dont know what the hold up is but I have sent numerous emails to them and I just keep getting the same copied and pasted message back. 5 months later and I still havent received my funds.Please can you help me get my winnings.

  This is an extremely long complaint which i an just going to try and keep as short as possible. In september 2020 i or slightly before i signed up to the casino. Shortly after i won R1900. It tooks months and months to verify as everytime they kept asking for the same details over and over and they do not come back timeously, you have to keep requesting and sending the same items. They delay the process out so long that you just get so tired and frustrated. Then eventually months later in about December or so the account was eventually verified. At that time it took so long that it said there was a system error and i had to redo the withdrawal process. But now once i clicked withdrawal, it said that i needed to make a deposit before i could withdraw. I found this very strange considering i had already deposited funds numerous times so why do i have to deposit again just to withdraw my winnings. The next problem was because they took so long to verify my account, i could no longer deposit money via EFT, it kept declining my cards, i tried various methods and still it kept declining, i spoke to their support team numerous times to rectify the issue which they could not and then eventually again months later they finally said oh no its because the eft option is no longer available in south africa and i must try to use a different card. During that time i just got so frustrated and then just played the money out and lost and then during January this year, my sister was staying by me and i said maybe we should try playing this casino but it keeps declining my card so she said its fine i can use hers so i transferred money to her card and then from her card onto the casino which worked perfectly. Eventually i played with the R500 which i brought up to R 5000 and decided i wanted to cash out then when they required the proof of deposit so in that initial email i sent the details i also along with it sent my sisters details and her ID and a written consent to say that she allowed me to use the card which they came back and said that the deposit was made by a third party, i said yes i know which is why i originally sent you all her details and i was the one who told you that it was to her card so then they sent me a form to complete to fill in her details from a third party declaration which i sent and which again took weeks and months requesting various documents which we did just for them to decline it anyway!!! And then they just refunding my R500 and the R150 that i put in via net teller because again i had to deposit money just to withdraw. So i had R650 in the account. Then i withdrew the R500 and they came back and said no i cant withdraw it because it needs to be put back to the card that it came from so i tried to do that then all of a sudden the minimum amount needs to be R1000 to withdraw so i said now how am i able to withdraw the funds if the minimum is R1000 and i only R500 and they said i must deposit money and i said they how can i deposit money if i am constantly saying that my card keeps declining which is why i asked my sister if i could use her card then they said no i must use swifty or something and i said but whats the point in adding another wallet when i already have one and also that contradicts what they said of depositing the money into the original account that it came from so im just going to do it through net teller since i already had to pay all the charges and extra fees just to deposit again in the account to withdraw what was already my money and now i check my balance and my pending withdrawals and its R0. I am now in April 2021. This whole problem started last year in September 2020. And i have no money since just losses of time and energy spent on them. I have even asked for all my chat history with their support because i am going to put this over all social media platforms so that no one else gets scammed into loosing money. I have all their emails apologising for their system error but i believe theses things are done intentionally so that they never pay anyone out. I want to expose them to the scam artist that they really are! I would not be in this situation had they not advised me to use a different card and just paid out the original R1900 but due to their constant system errors im the person in the wrong!  

Hello, I won 1535 EUR at CasinoCruise on February 14th. They asked for these documents on February 17th: -Proof of Identity -Proof of Address -Proof of Payment Method - ID confirmation photo: is a picture of you, the account holder, holding your ID document and a note next to your face to allow for facial confirmation of the ID document. The ID must be the same used to verify this account. The note must say: "Only for use on CasinoCruise account user id [EDIT]" Must be handwritten, not typed. Must be in English. Must have the current date. Must have your signature. None of the text in the written can be covered. - Card confirmation photo: is a picture of you, the account holder, holding the front and the back of the card and a note next to your face to allow for facial confirmation The card must be the same used to found your account. The card must show the name of the owner, and the first 6 and last 4 numbers of the card (you should cover the middle digits and the CVV code). The note must say: "Only for use on CasinoCruise account user id [EDIT]" Must be handwritten, not typed. Must be in English. Must have the current date. Must have your signature. None of the text in the written can be covered. I provided the documents on February 20th although it was strange that they want pictures of my card as I never deposited with card at CasinoCruise. I provided all the documents and asked why they needed my card pictures. They never replied to my question. I have asked for updates on my withdrawal on February 24th, March 1st and March 3rd. Kindly note that they have not replied to any of my emails. I hope with your help I can get my withdrawal faster.

Hi, I signed up to casino cruise about a month ago and after depositing £100 and playing some games I withdrew £410.52 on 02/02/2021 (exactly 1 month ago today). I have received zero communication about this withdrawal and now I find that I cant even log into my account. I dont think what this casino is doing can be legal? I am quite worried that I have been scammed so that is why I am contacting POGG. Please can you help to resolve this, if you need any more information I am happy to provide that also. Thanks,

Hi, I've been waiting for an 800 withdrawal from these guys since 3rd Dec. They haven't paid and won't answer emails bar generic messages that are copied and pasted. I'm fully verified on their network. Can you please help them to pay?

I have been waiting for the withdrawal since 2nd July 2020. I've sent them ID validation and selfies of me holding ID and proof of payment however haven't heard back from them. Thanks

They locked my account refused to tell me how much is in there. Ive jumped through all there hoops with verification now not even getting a response of them. They still have all my winnings.

I've been waiting for a withdrawal since 11th May, nearly 3 weeks. After repeated chasing they requested ID documents which were submitted same day, 24th May. On the website they say this will take upto 72 hours however they are still pending. Emails are going unanswered and live chat are clueless. Can you please get them to pay out? Thanks!

initiated a withdrawal around the 19th march, asked for documents and ID, sent april 19th, still no news nothing, chased a few times on live chat same response and run around.

Pending withdraw waiting 6 days no communication.

Hello. I am struggling to get my withdrawal from this site. I was lucky and was playing Reel Rush. I won 40.000 nok. Then it took me one week to verify. And suddenly they closed my account because of self exclusion. Why on earth would I do that when I try to make a withdrawal? Then they opened my account again. So I could make two withdrawal because of the withdrawal limit. I won the money on 16.october 2019. I GOT one withdrawal 24.october. But now they have cancel the other withdrawal and closed my account Again. Have been waiting for the last withdrawal since 24. October. Please help me to get out the money. I have contacted. Chat several time. But no help to get there.

Blocked my account 48 hours after I’d requested a withdrawal. Now saying I’ve self excluded from a sister site that’s why they have blocked my account. They let me register with no issues and have let me make numerous deposits with no issues. This is not only on this site but across a lot of their sister sites and it’s been over a past couple of months. The deposits made across all sites have been a lot of money which they have taken with no problems now all of sudden they have blocked me

Dear The Pogg, I would please like to clarify that I am making a complaint for the refund of deposits from Genesis Holdings owner of Casino Cruise and Genesis Casino. The refund of deposits concern my account with Genesis casino in 2019. After submitting a complaint to you against Genesis, I was informed that I had made the complaint against the wrong company, therefore I am re-submitting the complaint against Casino Cruise. Casino Cruise's (Genesis holdings) terms and conditions do not distinguish that there are two types of account closures or that it will make assumptions when it comes to one requesting an account closure. 4.10. If you wish to close Your Account, you must send a request to do so on [email protected]. By closing Your Account, You also consent to the forfeiture of any promotional bonuses, prizes or benefits which you may have acquired. Where the company or the player decides to close an account, the remaining real money funds shall be returned to the method of deposit originally used and an administration fee of 3% charged, with a minimum fee of £2.50 or equivalent in the players own currency. 4.11. In the event of closure of Your Account because of gambling addiction or if your account has been closed due to fraud, you acknowledge that you are prohibited from opening a new account. The Company will not be liable if you manage to open a new account, for such action nor for any direct or indirect consequential damages. The company shall have the right to close, at any time, a new account opened in breach of the requirement stated herein. It does not state in the terms and conditions that you have to provide reason for closing the account, nor does it specify that a customer requesting an account closure must follow a different procedure if they wish to self - exclude. Nor does it explain how the 'event of an account closure due to gambling addiction' would take place or whom the onus is on. I'd like to highlight that I was offered no ability to self-exclude by Casino Cruise after wanting to close my account in 2017. I did not feel it necessary to give a reason to close my account at the time and as a gambler it is extremely difficult to admit that there is a problem. I did not think that you would assume my circumstances just that you would process my request as your terms and conditions state that I can close my account within my rights. I was not aware, nor made aware of different types of account closures, again as this is not specified in your terms and conditions. Again, in the account closure confirmation email I was not made aware that there were two different types of account closure. I did however have conversations with live chat representatives in which I commented on 'bad luck', losses made previously and time spent. Further to this Casino Cruise were aware of my heightened emotions towards gambling recognising 'frustration' and 'upset' after an apparent breach of their bonus T

Saying I wagered to high. I read through main terms and conditions and did not see this.

Casino Cruise made me an offer of 10% cashback on my losses each week. This was a decent offer and I went along with it for many months. After accepting some bonuses and having a winning streak in several of their casinos in 1 week I found all my accounts had been blocked. I am not complaining about that and I can even understand why even if I felt it unnecessary. In my final week of play at Casino Cruise I lost £1600. I only deposited and played and lost that money on the premise that I would receive cash back if I lost. I have asked them for the outstanding cashback but they are refusing to pay. To me, this is welching on a deal. Like losing a bet to someone and not paying up.

It has already been a month and my withdrawal is still pending… The casino does not give me any update, the last time I contacted the casino I had a chat with them but again no result. They just forwarded my issue somewhere but in the end I did not get any answer. It just looks like I will never get my win… It was the first time I was playing in this casino. I registered here in July and it took me ages in order to verify my account and now I still cannot withdraw my money. Something is clearly not working well in this casino...

Hello, I joined Casino Cruise in May 2018, made a $50 deposit and accepted a bonus of a 100% match. I played through my bonus requirements and withdrew the funds for a total of $2000 Canadian. After several days and emails asking why my payment was still in pending, I received an email from Casino Cruise stating that I breached their bonus requirements and my winnings were forfeited. After more back and forth, I asked them for proof of my breach and they sent a spreadsheet that had isolated two lines of bets that stated I bet $50 on Rich Wilde Book of the Dead for two spins. I did not recall betting this much, as I typically don't bet higher than $5 and average around $2.50 per bet. I can attach the spreadsheet they sent over so you can view it. You will notice all of the other bets there are low denominations, and when I went on their casino and looked at the betting structure for Book of the Dead I noticed I could not get the bet to go above $10. I'm not sure what is happening here and what Casino Cruise are doing. I'd like to understand if the game can actually go as high as a $50 bet. And why when you see thousands of my spins over several hours with 99% of the bets being $5 and under, that you can assume the player chose to bet two spins at $50. This seems strange and Casino Cruise are saying their decision is final and they won't be discussing it any further with me. Please advise, [EDIT]

Hi, i currently have a complaint open against SpinIt casino regarding delayed withdrawals. I didn't realise they are part of the same group as Casino Cruise. I also have a withdrawal with the status awaiting approval pending from Casino Cruise for £1665 which i made on the 22.11.17. I didn't think much of it until i found out both casinos are part of the genesis global group. Again with this casino i had a good win from a deposit bonus, i didn't break any of the max bet or restricted games terms. Any help would be greatly appreciated. kind regards [EDIT]