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Casino Cruise - AGED compliant


Found for the Casino - This player has failed to restrict their bet to the agreed maximum with a bonus. As such there's no grounds for us to require Casino Cruise to pay.

Read our Casino Cruise Review.

Player's Complaint

cust support email


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.

Read the casino review

1 Responses

User icon
June 2, 2017

Hi corfco - welcome to!

Unfortunately it's highly unlikely we can do anything to help you in this instance. When you accept any bonus or promotion at an online casino it comes with associated terms and conditions that you have to agree to to receive the bonus.

In this instance you've agreed to the following term:

"4. The maximum bet allowed when using a bonus (until wagering requirements are met) is:

   Slots and Video Slots £5 per bet.

   Any other game £30 per bet."

By accepting a bonus you've agreed not to engage in certain activities. At the point where you violated that agreement the operator are within their rights to void the agreement and return both parties to their starting positions.

At the present time there are no licensing requirements for operators to enforce this type of policy automatically.

The only exception to this would be if the overbets happened only after the wagering requirements were complete, i.e. after you had successfully withdrawn and reversed your funds. If you believe this to be the case let me know.

Unfortunately "recalculation" is not an option in this type of case. Given the significant number of violating bets there will have been a return on some of those bets, at which point the balance you had to play with was mixed with void funds. The bets you subsequently placed from that point on are a mixture of void and real funds and it becomes impossible to determine what your balance would have been without the overbets.

I do realise this is frustrating, I myself have lost a significant win previously because I didn't read the bonus terms and conditions carefully enough, but all we can do is recommend that you ensure to read any bonus terms and conditions before you claim any bonus in future.


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corfco consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

June 2, 2017

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