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7.15

Casino Cruise: Blacklisted

Top Casinos: United Kingdom

Casino Cruise Casino

Players from United Kingdom are welcome at Casino Cruise casino.

Overview

Review last updated – February 2020
Casino Cruise are a Net Entertainment casino running on the OddsMatrix platform.

Trustworthiness

 - 0 / 10

The Genesis Global Group previously utilised our Alternative Dispute Resolution (ADR) service. ThePOGG.com Ltd terminated this group's use of our ADR service in February 2020 after the Genesis Global Group refused to comply with a complaint ruling that went against them.

With respect to the complaint in question, it was the opinion of this service - an opinion that had been complimented via consultation with the regulator (Malta Gaming Authority) - that Genesis Global had failed to take appropriate action to restrict a player from further play after the player communicated multiple strong indicators of gambling addiction.

The operator's justifications for non-compliance with our ruling was to argue that our ADR service agreement was non-valid as they had not yet taken action to build details of their use of our service into their complaint's policy/terms of use. Sadly it is our considered opinion this is not a defence that can be view as valid or legitimate based on the following facts:

  • The ADR service agreement between ThePOGG.com Ltd and Genesis Global Limited was signed on the 4th of September 2019 by both parties and explicitly came into effect on that date. Given the Effective Eate being significantly before the date of submission of the complaint, there would need to be some other exclusion/requirement built into the agreement that would make the agreement non-valid if not met for this agreement to be considered non-valid for the management of this case.
  • There was no exclusion detailed in the agreement that would have required Genesis Global Limited to make alteration to their terms of use prior to the agreement coming into effect. Genesis Global Limited's failure to take the appropriate steps in a timely fashion to ensure that they complied with the conditions of their license does not have any bearing on the legitimacy of the ADR service agreement or this service's right to offer rulings on complaints submitted by players to our service under the MGA license during the valid term of this agreement.
  • The ADR Service Agreement included the following: "For all claims, resolutions of ThePogg.com Ltd shall be final & binding on the parties to the dispute under the Agreement "

Given the above we can see no sound grounds upon which the ADR Service Agreement would be viewed as invalid and as such we consider the ruling provided to stand and be legally binding. Genesis Global Limited's refusal to comply with the ruling as provided is not something that we can view as acceptable practice being both in poor faith and outwith that which we reasonably believe to be legally required.

For references see Genesis Global Limited Player Issues

Bonuses

 - 10 / 10
100% up to £200
Max Bonus 200
Min Deposit 10
Max Bet 5
Type Cashable
Wagering 40xb
200 complimentary spins on Starburst
# of Spins 200
Spin Value 0.10
Max Bet 5
Max Win 200
Wagering 40xw

The Casino Cruise standard Welcome bonus currently consists of a bonus of 100% up to £200 plus 200 complimentary spins on Starburst.

The minimum deposit that will trigger the bonus is £10.

This bonus has a wagering requirement of 40xbonus for the deposit bonus and 40xwinnings for the free spin winnings.

The bonus uses the standard bonus structure with funds being locked from the moment of deposit until all wagering requirements are met and bets with both deposited and bonus funds contributing to the wagering requirement.

The maximum allowed bet is £5 on any single round of play.

There is no maximum win for the deposit bonus but the complimentary spins have a maximum cashout value of £200.

The bonus is cashable.

The following countries are excluded from receiving the Welcome Bonus - Lithuania, Belarus, Latvia, Czech Republic, China, Bulgaria, Poland, Bosnia and Herzegovina, Croatia, Greece, Republic of Moldova, Malaysia, Georgia, Philippines, Kazakhstan, Vietnam, Thailand, Indonesia, Nigeria, Bangladesh, Mongolia and Ukraine

Deposits via Neteller or Skrill are not eligible for the Welcome Bonus.

Game Weightings:

  • Video Slots and other games - 100%*
  • All games under the "classic slots"- 75%*
  • The following Video Slots will contribute 20% towards bonus wagering: Simsalabim, Big Bad Wolf, Supernova, Hot Ink, Arabian Rose
  • All Table games & All Blackjack - 10%
  • Live Dealers - 10%
  • All Video Poker - 5%
  • The following Video slots will be excluded from playing with Bonus balance: All Jackpot games, All live games, Pearls of India, Tower quest, Castle Builder, Forsaken Kingdom, Tomb Raider, Tomb Raider 2, Untamed Bengal Tiger, Untamed Crowned Eagle, Untamed Giant Panda, Untamed Wolf Pack, Peek-a-Boo, Aliens, Blood suckers, Big Bang, Champion of the Track, Dead or Alive, Devil's Delight™, Jackpot 6000, Kings of Chicago, Mega Joker, Robin Hood, Super nudge 6000, The Wish Master.

Available to newly registered players only.

Every effort is made to ensure these terms are accurate and up-to-date, however we accept no responsibility for inaccuracies or errors. It is your responsibility to ensure that you confirm the terms of any promotion you accept with the operators website before you play.

 

 

Deposit Method Restrictions: Neteller, Skrill
Country/Regional Restrictions: Lithuania, Belarus, Latvia, Czech Republic, China, Bulgaria, Poland, Bosnia and Herzegovina, Croatia, Greece, Republic of Moldova, Malaysia, Georgia, Philippines, Kazakhstan, Vietnam, Thailand, Indonesia, Nigeria, Bangladesh, Mongolia and Ukraine

BONUS CODE: NA

RECOMMENDED BONUSES
Value to Player for:
£22.99
Bonus Value
low roller
high
mid roller
high
high roller
high
superhigh roller
high

Payout Speed: 24h

 - 10 / 10

Using Neteller our reviewer reports withdrawals paid within 24 hours.

Minimum withdrawal - None listed

Maximum withdrawal - £10000/day

Banking options available - Credit/Debit cards, Neteller, Skrill (Moneybookers), Bank Transfer

We recommend using Neteller for speed, convenience and security. To sign-up to Neteller click here.

CLICK HERE TO JOIN NETELLER

Software

 - 10 / 10

Casino Cruise use Net Entertainment software for their instant play casino and also include a selection of NextGen Gaming, Microgaming and PlayNGo slots games. Check out our Net Entertainment Software Review for more information.

Game selections are as follows;

Instant

Table Games – 69

Slots – 438

Video Poker – 33

Jackpots - 21

Customer Service

 - 10 / 10

Email Testing Record

  • September 2019 - 7 minutes.
  • May 2019 - 58 minutes.
  • July 2017 - 2 hours 36 minutes
  • November 2016 - 2 hours 44 minutes
  • June 2015 - 34 minutes
  • November 2014 - 2 hours 6 minutes

Licensing

 - 10 / 10

Casino Cruise hold the following gambling licenses :

  • United Kingdom Gambling Commission - The UKGC are widely considered to be the most reputable regulators involved in the online gambling market. They do not manage complaints for players directly, instead requiring their operators to appoint a UKGC accredited Alternative Dispute Resolution service. As such the value of this license for players depends largely on the professionalism of the ADR service utilised. CasinoCruise currently use eCOGRA. You can find further information regarding this regulator's complaint policies here.
  • Malta Gaming Authority - In our experience the MGA is the best regulatory authority in terms of the management of player complaints. Their complaints team is open and cooperative in the discussion of player issues and we've managed to resolve a number of credible player issues working with the MGA. You can find further information regarding this regulator's complaint policies. You can find further information regarding this regulator's complaint policies here.
  • Curacao eGaming - Casino Cruise are licensed by eMoore, the Curacao eGaming Master License holder that is responsive and cooperative in the management of player complaints. You can find further information regarding this regulator's complaint policies here.

Restricted Countries

Players from United Kingdom accepted.

Casino Cruise does not accept players from the following countries:Australia, France, French Guiana, French Polynesia, French Southern Territories, French Southern and Antarctic Territories, South Africa, Spain, U.S. Minor Outlying Islands, U.S. Miscellaneous Pacific Islands, U.S. Virgin Islands, United States.

Contact

Contact Details;

Email : [email protected]
[email protected]
Phone : Austria 00-43-720884256
Canada 00-1-6475575087
Malta 00-356-27780982
Australia 00-61-384004643

Slots RTP

Casino Cruise publish the house edge for all their slots games.

Comp Points

The Casino Cruise comp point program awards points at the following rates;

  • Slots - 1 point for every $10 wagered
  • Classic Slots - 1 point for every $15 wagered
  • Table Games, Live Games, Mega Joker, Jackpot 6000, Blood Sucker, Kings of Chicago, Devil's Delight - 1 point for every $50 wagered

Points can be converted at a rate of 100 points = €1. This system is equal to the standard Playtech comp point program for slots games and weaker for all other games.

Comp points expire after 90 days if not redeemed.

Closing Thoughts

After many years working positively with this group, Genesis Global Limited's decision to refuse to accept the legitimacy of the ruling provided by this service is deeply disappointing. Failure to adhere to the ruling is - as far as we can reasonably see - unsupported by the agreements they have entered and as such we view this as behaviour that can only rightly be reflected by inclusion on our Blacklist.

Complaints

Casino Cruise – Waiting on withdrawal

Resolved
4 comments
2 months ago

Casino Cruise – Wont pay me my winnings

Resolved
7 comments
1 month ago

Casino Cruise – big delay

Resolved
7 comments
3 months ago

Casino Cruise – No email no communication regarding withdrawal

Resolved
7 comments
4 months ago

Casino cruise – slow payment

Resolved
4 comments
8 months ago

Casino Cruise – problem with withdrawal

Resolved
4 comments
10 months ago

Casino Cruise – Withdrawal issues

Found for the Casino
9 comments
11 months ago

Genesis holdings – casino cruise and genesis casino

Resolved
4 comments
1 year ago

Casino Cruise – confiscation

Found for the Casino
3 comments
2 years ago

Casino Cruise – Non payment of offered cash back

Resolved
4 comments
2 years ago

Casino Cruise – Impossible to make the withdrawal

Resolved
7 comments
2 years ago

Casino Cruise – Winnings withheld

Found for the Casino
3 comments
2 years ago

Casino Cruise – delayed withdrawal

Resolved
3 comments
3 years ago

Casino Cruise – Self exclusion

Found for the Casino
5 comments
3 years ago

Casino Cruise – My winnings drown

Found for the Casino
8 comments
3 years ago

Casino Cruise – Confiscation

Found for the Casino
2 comments
3 years ago

Casino Cruise – lacks responsible gaming policy

Found for the Casino
39 comments
3 years ago

Casino Cruise – confiscated funds

Resolved
37 comments
3 years ago

Casino Cruise – AGED compliant

Found for the Casino
1 comments
3 years ago

Casino Cruise – Unfair Confiscated Funds

Found for the Casino
13 comments
3 years ago

Casino Cruise – dispute

Found for the Casino
1 comments
3 years ago

Casino Cruise – no payment

Found for the Casino
2 comments
3 years ago

Casino Cruise – payment problems

Resolved
25 comments
3 years ago

Casino Cruise – Confiscated funds

Resolved
6 comments
4 years ago

Casino Cruise – Unfair confiscating of winings

Resolved
2 comments
4 years ago

Casino Cruise – Money refused and confiscated

Found for the Casino
6 comments
4 years ago

Casino Cruise – wont pay out ligitimate winnings

Resolved
5 comments
4 years ago

Casino Cruise – Self-exclusion issue

Resolved
3 comments
4 years ago

Casino Cruise – closed account – 150 £ !!!

Found for the Casino
2 comments
5 years ago

Casino Cruise – Casinos closed my account – €190.

Found for the Casino
3 comments
5 years ago

Casino Cruise – have confiscated my bonus

Found for the Casino
3 comments
5 years ago
+ show 28 more complaints

Best Casinos: United Kingdom

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.