Casino Cruise— player complaints: 39 in English

I am writing to you as I feel that my complaint was not fully and satisfactorily resolved by casinocruise support team or complaints department. I opened a new account with then on the 29th October at around 10pm. I wasn't aware that there partner site was spinit, which I has already closed for self exclusion due to a gambling problem many months ago. I deposited a lot of money to casinocruise over £450. So between 12.30 and 1am I self excluded myself via the website but this did not work even though a message on the screen confirmed it had been done. I tried to contact the 24/7 support team but no one was available. Due to my addiction I carried on gambling and spending money I couldn't afford. Finally at around 8 am the following morning a managed to contact the online chat where I was informed to close the account via the website, so again I self excluded myself but again it didn't work and a message came up saying there was a problem. I sent an email also which was finally responded to hours later. Finally in the evening of 30th October my account has been closed by my self excluding. I should not of been able to open an account in the first place due to the closure of the partner site I have had 2 emails since the closure of my account from casino cruise asking me to log in and claim promotions. Casino Cruise claims that they have 24/7customer service including live chat. I am not sure if that is meant to confuse people by way of terminology, but when I tried to contact someone through live chat, it said that the feature was unavailable. The same details of mine were used to open both accounts. I would like to request a refund on my deposits due to the self exclusion As I have a gambling problem, my self-exclusion requirement was not put on to my account. I have received a £50 refund due to my evidence sent to them and after lots of emails that refuse to refund any more.

Hi i had won and the guy said he would lock it and get my id verification i was on the phone with a frenzy excitement and had everything in proper order documents correct and several agents confirming my winnings will be sent right away. They gave me different ways to process this faster and then i had one lady telling me because they made several mistakes in the accounting department that she was going to personally get her on the task we have you money sent today don't you worry. Well i waited and sent emails after emails of concern as this lady confirmed for me that id have a method of funds within hours because of my unique story. My unique story was i was a victim of bullying and lost my home over a home invasion and my cat and i have no money and no place to go and this the winnings is god sent. Days and days i waited nothing i felt so upset i just wanted to cry and nobody would answer me i got a email we don't take photo copied black n white documents. My bank was more than happy to assist me with the right documentation and i did give them all proper papers they said they will not verify me for that reason and i spent my money back to the casino just pissed off and them i complained and i complained and they say they look into it.. I got a email saying i was in fact verified and now wont have a problem with withdrawals. Im like upset beyond and a agent on the phone talked to me and promised he personally look into it and nothing. I'm having a nightmare for the fact i feel so cheated made fun of and disrespected by far.

Signed up and took part in Casino Cruises welcome offer 100% match £200 and get £200. Played through it on Jurassic Park mainly. Was sent an email of confiscation of winnings due to Fraudulent activity. Asked for additional details and had no reply currently 5 days after sending the initial email. Been through the ID process and everythings been accepted.

Hello, I have a problem with casino cruise and they are not giving in on my complaint. I have openend an account there, but since I lost too much I wanted it closed. So they did. But a few weeks later they easily opened my account without a waiting period!!! And they did it twice! And there it went wrong cause I have problems with gambling. I had played a lot of casinos and there was no one who just openend your account immediately, their is always a waiting time. Then I checked their terms and it is also in their own terms a waiting period for 7 days, but they don't apply. It is even in the MGA law. Then I checked them out and I saw the own Spinit as well. I have asked to close my account permanent there in December of which I have proof. I also set gambling limits over there. In the casino cruise terms is says they implement those restrictions of the other casinos's of their brand. Which they don't!!! I feel they owe me back my money since they breach their own terms twice, about the 7 waiting days and about their limits in other casino's. They don't act responsible by immediately open a players account, when they checked some things they could have know I have problems with gambling. They violate the regulator rules as well. The mails with the articles I have sent to them, I mail to you. I'll hope you can help me!

Hi. I had a bonus sent to my email with 20 complimentary spins from Casino Cruise. I decided to give them a try and managed to win a small amount from them, so this was now converted to my bonus balance. I looked at the terms and conditions that said any wins that are from complimentary spins will have to be wagered 40x bonus money before being able to make a cash withdrawal. I managed to get some big wins and play through the wagering and had just over £5000 in my real money balance, I thought this is amazing my biggest win from gambling ever. So on Sunday night I went to withdraw my £5000, then had an email to send in docs to verify me, so sent in docs and everything ok, got email sent back docs have been verified and if i had any withdrawals the would be processed asap. I went to my Casino Cruise account on Tuesday to see if my money had been processed to find that my withdrawal had been cancelled and I only had £200 in my account. I had received an email from Casino Cruise saying maximum win from complimentary spins was £200 and the rest of my balance was confiscated. I then checked on the terms and conditions through my email link and cant see this maximum £200 withdrawal limit from complimentary spins. It only says that under new customer bonus and complimentary spins for players that register. I have sent emails to Casino Cruise and i just get the same reply that all complimentary spins have maximum withdrawal of £200 and to check terms conditions. I hope you can help in this matter as I am getting nowhere with customer support. I have my emails and photos and evidence that might be needed to stake a case. Also forgot to say I was not a new member as was a member since 2016. thanks [EDIT]

cust support email Dispute: On Friday 27th I was playing on Casino Cruise. Deposited £25 and got some bonus. At 500 I tried to withdraw, but it would not allow me to, I presumed wagering requirements. When I played further I tried again, at 400 I was allowed to process a withdrawal to my card. I reversed this later, played some more then withdrew 300, which was processed. On Sat 28th I received a verification request, so sent copy of card and driving license to satisfy this, thinking all was well. The next email I got said the 300 had been confiscated, as it was against T&C to bet high with bonus money, I did 77 spins at £6.25. I should not have been allowed to make the bet if its against T&C, I should have been prevented. I should have also been prevented from withdrawing. Instead of cancelling whole session should either be paid as Casino error, or whole session recalculated without high bets.

In July last year I had issues receiving some withdrawals from Casino Cruise due to problems with World Pay. I had to chase them on a number of occasions and then the money took a long time to get into my bank account. A manager [EDIT] rang me to apologise for the issues and added €100 into my account as a gesture of good will to apologise for the inconvenience. I won €850 from this money but this was then confiscated as they said I had breached bonus terms and conditions. I disputed this with them as this was not a bonus but a gesture of good will and at no time was I advised that the "bonus" terms and conditions would apply. I believe I made a bet of over €6 which is where they are saying I breached these terms. i am well aware of the wagering requirements and the rules around bonus funds however as this was a gesture of goodwill and not a bonus then these rules did not apply. Also I was not told this was a bonus nor to play it as a bonus and I therefore feel that this money is rightfully mine. I would be grateful if you would investigate this matter with casino cruise as they have refused to pay this out. I had submitted this complaint some time ago via e-cogra and then only came back to me last week to advise that they are no longer looking after complaints against Casino Cruise. Regards

[EDIT] Fri 17/02/2017 11:57 Sent Items To: [email protected]; Hi I am making a formal complaint. The reasons for my complaint are as followed. On 17/2/2017 I opened an account with yourselves. I deposited £30 and took up the option of accepting your welcome bonus which gave me a further £30 bonus so I had £60 to play with. I had to wager £1200 before I could withdraw any money. I proceeded to play slots and before I knew it I had accumulated around £700 I checked to see how much left I had to wager and it was around £700 left. I made my bet £10 a spin to try and get the wagering amount down quicker, I was not winning on this amount so I changed it back to £5 a spin. During these £5 spins I won £5000 which took my winnings to around £5700 I then looked again at my wagering requirements and I had around £7 left to wager so I made 2 more spins of £5 to clear the wager. I proceeded to withdraw 3 amounts £1900, £1900 and £1700 totalling £5500. I then received an email asking for 3 methods of proof of identification which I gave straight away. I've now received an email saying my money has been removed and my deposit returned due to me wagering 41 x £10 bets during my bonus period. I was unaware there was a maximum or minimum wager. It never once told me the wagered amount was too much for the bonus period while I was playing. And the £5500 I did win was wagered on a legitimate £5 bet. Regards [EDIT]

The casino has not paid me yet and it has been a while.

Dear pogg and Casino Cruise.. I have been playing at Casino Cruise for nearly a year naw. I know most of the host, staff and manager there. Very friendly. I have lost about 138k since joining Casino Cruise. I have not had much obstacles apart from time to time the slow withdraw process and at first had my account blocked several times. I can go in to all that but might delay things and make things more complicated. From the 19th march 2017 luck finally came and like any good smart player out there will be thinking about how to redeem his winnings.. I have had several email from Casino Cruise from the 19th that they are trying there upmost to get my withdraw limit raised by finance as my balance is quiet high,i have all emails if need be,very clear.. Currently this is my weekly withdraw limit.. Email sent to me 31/03/17 when my balance was 64k.. Dear [EDIT], Following our telephone conversation I would like to clear a few points. The normal amount of withdrawal to clients is 5,500 euro per week. In your case we have increased the amount and as of now its £13,300 (15,600 euros !) that is 3 times the amount sent to any other player. As I explained to you yesterday, I have emailed upper Management and asked them to increase the withdraw able amount it in lieu of your current balance and the aggressive way you are playing of late. I should get a reply after the weekend. I wish you all the best [EDIT] This was an email i got when my balance was at 64k. I have since to date have a healthy balacne of 102k and 17 pending withdraws of £1900. 14 of my withdraws from the 19th have been sent to me but am still waiting for 4 withdraws to still arrive in my bank account. So in 18 days i have received 10 withdraws of 1900.. The first batch that came to me did how ever work out to be £13300 as promised by [EDIT] but ever since the withdraw have not met my agreement with Casino Cruise. I feel since I earned a healthy balance of over 100k the tone and the way am spoken to and dealt with have changed dramatically, I feel I was only born yesterday with Casino Cruise but I have been with them for nearly a year receiving prince like hospitality pampering be with the best of words and kindness.. But things changed for me lately as a got a sudden surprised email from Casino Cruise which am still scratching my head to this day as no one has kindly explained.. this is the email below sent to me on the 5th april 2017 at the time my balance was 117k with about 14 pending withdraw.. Dear [EDIT], Further to our telephone conversation I have been in touch with the Risk dpt. They have decided to free 2 withdrawals to you as a show of good faith and the Casino’s overall appreciation of your gaming with us. I would like to emphasize that all players with over £100k withdrawal go through this process. We are hoping to finish the review as soon as possible. Feel free to contact me. Regards, Risk department??? decided to free 2 withdraws? all players over 100k withdraw go through this process??? the only conversation I have with [EDIT] is to raise my weekly limit. I am a genuine top vip player (so they tell me at Casino Cruise) I have 100's of email to prove this, why should the risk department get involved with a vip player who is very well known to them through out my time here?? Why on earth will they now say 2 of my rightly owed money which I earned and has never to this day been disputed be given to to me as good faith?? What process am I going through when I have not even yet withdrawn 100k, yes I have a balance of 102k or 117k when I got in touch with askgamblers but I have not withdrawn 100k. I have 17 pending withdraw and 4 yet to arrive?? I have since received £64k with Casino Cruise breaking several mutual consent, but an awful more of my winning is still remaining which is lawfully mine.. I ask you pogg with the most kind words any player out there can give, I also thank you from my heart for your intervention in this matter and hope you can help me see the smooth transfer of my funds to my account as promised by Casino Cruise at current level of £13300 per week hoping it will go up as Casino Cruise have said they will try to lift my limit .. Once again thankyou pogg.

Hi, a few days ago I made a deposit of £30 at this casino, I then received a 150% bonus and had about £3500 of wagering to do. I played all day doing between 50p and £1 spins. When I reached about £100 remaining wager I wasn't paying attention and accidentally hit the 'max bet' button which it spun at £10 I had about £280 in my balance at this point and won £3 from this mistake spin. I contacted the live support immediately after this happened and he was very blunt and told me 'I will report it to our security team' I then wagered the last £100 back to 50p to £1 spins and ended up making the wager with a withdrawel of £300. I then received an email from 'Casino Cruise' stating that all my funds have been confiscated which I feel is completely unfair as it was an accident and game me no advantage or profit what so ever. They should at least reset it back to the £280 I had before the £10 bet and left me to wager the £100 again. Please help on what I can do as this is just so unfair. Thank you.

I played with a bonus at casino cruise and won about 1400 euros with the game jack and the beanstalk. I know how bonus work and the max bet was 5 euros. I am from switzerland and the local money is swiss franc. Conversion is 1.20 chf is about 1 euro. All the games are in euros. I did bet 5 euros maximum but they confiscated my win because they said that my bets were higher than 5 chf. That means i had to guess the change conversion for every bet! I even provided them a screenshot of my win and they said you dont see any username on it... They are trying to find excuses to not pay me.

Casino cruise allowed me to deposit £2500 pounds when I apparently had another duplicate account with them (which I don't recall in opening and isn't verified). There was no stopping the payments being made to their website at all allowing me to gamble on there site. However the real problem started when I fortunetly won £8900 and tried to initiate a withdrawal. They asked for verification details which I happily gave them. The following day they then blocked my account and said they have confiscated my funds due to the apparent duplicate account and are only going to pay me back 50% of my initial deposit. I find this ridiculous! How can a company happily let u deposit as much as you want to but then only spring on you that you have a duplicate account when you have a winner. Surely the checks should be done prior because it leaves the gambler in a position of LOSE LOSE. How can the site have the audacity of keeping half of your deposited money if the mistake is partially due to them for allowing a client with an apparent duplicate account to happily gamble undisturbed until they have a rare win, and only at this point are told that the winnings will be confiscated plus half of the initial stake. This is completely inhumane. And before I'm told, yes it does state this in the terms and conditions, however my argument is that the "initial" account that was opened in my name in May of this year was NOT verified, meaning anyone could have used those details for the account. Hence why the account was closed. I was NOT told upon opening an account that I had a duplicate. I was NOT told on depositing FOUR separate occasions I had a duplicate. I was only told coincidentally when I had a winner. Lastly just to add I appreciate there are professional gamblers out there that take advantage of the bonuses given, as to why presumably the terms and conditions state duplicate accounts are intolerable. However on 3 out of 4 of the deposits made (when I actually won the money) I did NOT use any bonuses proving I'm just a normal gambler having a flutter that in this case got lucky.

This company will not pay out my 15000 I won fair square they blaming it on there platform provider every matrix as I had account with casino luck which there were few bank issue with casino luck. but these companys are not the same or joined and everymatrix confiscated my funds from my account wit casino cruise when no terms conditions were broken I even have email letter bank confirming that casino cruise there was no payments raised as dispute. this company both casino cruise and everymatrix ignore me and do not give me any solid proof they cannot remove funds from account that no terms conditions broken trying to pull fast one.

Due to difficulties to manage gambling, I have self-excluded from several Everymatrix casinos late 2014. In September 2014, I contacted Everymatrix directly by email and expressed to them my wish to be excluded from all their casinos, not being allowed to create any new account or make any deposit. In March 2015, I however was attracted back to gambling and opened an account on casino cruise, using the same email address (and other details) as used to ask Everymatrix to ban me from their casinos. At this time, I however did not play or make any deposits. From March to December 2015, my account remained open and I was regularly marketed on the very same email address. This led me to deposit and play £1100 between the 4th and 5th December 2015. After complaining and asked for a refund to Everymatrix, they denied my claim, as per updated and obscure terms and conditions that I supposedly accepted. I then referred the issue to the Ecogra, and they reached the same conclusion that the deposits should not be refunded, based notably on the fact that I "used a different email address, which is the reason why the operator was not able to block the account faster". It sound ridiculous to me as I used the same email address used to ask Everymatrix to ban me permanently from their network and the account remained open for 9 months before my first deposit was made, which I think was a reasonable delay for them to block my account. I am not too sure what to do at this stage, so your assistance is welcome. Kind regards

After registration, I won 150 £ and send documents, yesterday my account closed. I have screenshots. Thepogg . please help me. My username account - [EDIT] My email in account - [EDIT] [PLAYER] 08:34:08 pm i can not join my acount.why?? username [EDIT] eva [CASINO REP] 08:35:41 pm We've forwarded your case to our payment department and are awaiting for their response. We will inform you as soon as it is possible as soon as we have any news. [PLAYER] 08:37:10 pm my acount blocked!!!! WHY??!!! [CASINO REP] 08:37:44 pm It is temporarily blocked and pending investigation. We will inform you as soon as it is possible as soon as we have any news. [PLAYER] 08:40:31 pm What is the reason?if you do not tell me right now, I will complain!I am a German citizen [CASINO REP] 08:40:51 pm Unfortunately I have no information on this matter. [PLAYER] 08:41:22 pm I sent the documents. A day later, my account is blocked. I demand an answer [CASINO REP] 08:41:50 pm As soon as there will be one, we will notify you. [PLAYER] 08:48:24 pm If today is not the answer. I will write a complaint in - THePogg, askgablers, casinomeister and your boss company [CASINO REP] 08:49:21 pm I cannot provide you any information at the moment, unfortunately [PLAYER] 08:50:10 pm I am a German citizen you will have problems. I'm protected by the law, you stole my money [CASINO REP] 08:50:34 pm You can send an e-mail and I will forward it to the management. [email protected]

Hello pogg. Me need you help. I register casino cruise and go play, I wins €190 and I was told it is necessary to send documents for payment of a winnings. In 5 minutes my account is closed. Today 28/12 my account closed 25/12. Me not told any information. Still I sent a photo with the passport in hands. I very much you ask to help me. These are big money for me...

Casino Cruise have confiscated my bonus. My username is [EDIT]. Here is what they say: Dear [EDIT], We hope this email finds you well. We regret to inform you, that due to the terms and conditions we had to remove your current bonus (150% up to 200 GBP). Please see the following phrase from the terms and conditions: "11. This promotion is not valid for players that deposit using Neteller or Moneybookers." You will find your initial deposit of 200,00 GBP in your balance, which you can play without a bonus only. Thank you for your understanding. Feel free to contact us at any time for any question you might have. Our agents will be more than glad to assist you. We look forward to hear from you soon. Sincerely, [EDIT] CasinoCruise Hostess And this is my reply to them: These are your bonus terms and conditions and there is not a single mention of Neteller. Can you please give me the bonus back?

I'm having some issues with Casino Cruise. Firstly some weeks ago I won over £70 on free spins. The money was not added to my balance, bonus or otherwise, so I contacted CS. After some debate I was told it was a "technical glitch" and the money added. Fine, problem solved.<br> <br> Earlier this week I played some more free spins and won a small amount. Again the balance was not added. The following is my discussion with CS, most unusual-<br> <br> Crew Member 1: Hello, my name is Tanja, I’m your CasinoCruise hostess. How may I help you?<br> You: hi, I won over £3.00 on free spins on Starburst but they haven't been added to my account?<br> Crew Member 1: Can I have your username please?<br> You: ******<br> Crew Member 1: thank you, just a moment please<br> You: ok<br> Crew Member 1: which free spins?<br> You: starburst<br> You: I had 50<br> Crew Member 1: ok, the winnings have to be wagered<br> You: there no showing on my bonus balance, also the winnings aren't even showing so how can I wager them?<br> Crew Member 1: they are not showing because you didn't wager them, also you can only play them on NetEnt games<br> You: that's not correct, they should be showing on my balance even if I have to wager them and also in my bonus field<br> Crew Member 1: not winnings with free spins<br> You: first I've ever heard of this with any casino!<br> You: also when I've got winnings from free spins at Casino Cruise they've shown on my balance!<br> Crew Member 1: ok, let me check with EveryMatrix<br> You: how would I know what I needed to wager if it's not showing???<br> Crew Member 1: just a moment please, I'm still checking<br> Crew Member 1: because you still have a remaining wagering requirement of GBP 121.20.<br> Crew Member 1: As soon as you will complete the wagering requirement, the funds will be transferred to your normal balance.<br> You: yes, but they're not showing in my bonus balance so how do I know what I have to wager???<br> Crew Member 1: I told you how much you have to wager and free spin winnings don't show in your bonus balance<br> You: ok, we'll leave it at that<br> Crew Member 1: alright, have a nice day<br> <br> On another issue Casino Cruise offer a "Freebie Friday" promotion to those who have deposited during the week as I have this week. This is for all and is advertised on their website, not just VIPs I believe. When I asked what this week's offer was I was told I was not elegible as follows-<br> <br> Crew Member 1: Hi. My name is Sara and I am your Casino Cruise hostess. How may I help you?<br> You: Hi, could you tell me what the Friday Freebie is this week please<br> Crew Member 1: Please give me your username and I will check<br> You: ******<br> Crew Member 1: Unfortunately, there is no Friday freebie available for you today.<br> You: There should be-<br> You: If you make a deposit and play with us during the working week, you will be entitled to an automatic Friday Freebie to enjoy over the weekend. Check your inbox every Friday (Till 12pm GMT), or get in touch via our Livechat, to find out what the week’s Friday Freebie is. It’s our little thank you for not forgetting us between Monday and Friday.<br> Crew Member 1: I will forward this to our VIP-manager.<br> Crew Member 1: If it is okay? <img src="/forums/styles/default/casinomeister/smilies/smile.gif" class="smilie" loading="lazy" alt=":)" title="Smile :)" data-shortname=":)"><br> You: Well, not really, it's advertised on your website and I've deposited in good faith<br> You: Its disappointing if the casino is not upholding what's advertised to its customers<br> Crew Member 1: I am sorry that you feel that way. I will forward this to Simon and he will get back to you<br> You: Ok, I look forward to his response<br> Crew Member 1: Great, have a nice day <img src="/forums/styles/default/casinomeister/smilies/smile.gif" class="smilie" loading="lazy" alt=":)" title="Smile :)" data-shortname=":)"><br> <br> Not major issues for me really, but concerning from an accredited casino. May be a training issue for the CS team? Let's hope these issues can be resolved.<br> <br> Chris