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Casino Cruise - big delay

Ruling

Resolved - Both the submitting complainant and Casino Cruise have informed us that this issue has been resolved and the player has received their funds.

Read our Casino Cruise Review.

Player's Complaint

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!

Read the casino review

7 Responses

User icon
ThePOGG
May 29, 2020

Hi leoad831 - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 12th of June let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
ThePOGG
June 14, 2020

Hi leoad831,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
Leoad831
June 17, 2020

Hi, yeah a hand would be useful please. Quick timeline -

11th May withdrawal put through for £1189

24th May I chased and was told to upload ID and proof of address

7th June account locked and was asked for all this ID again plus lots of selfies holding it all up

10th June everything requested sent by me

Since then I've heard nothing back apart from an automated confirmation email that my email was received.

Have chased via live chat and email but nothing seems to be happening, any help would be great please to get things moving. Thank you!

User icon
ThePOGG
June 26, 2020

Hi Leoad831,

Our understanding is that your withdrawal has been processed. We would appreciate it if you could update us when you receive your funds.~

Thanks,

ThePOGG

User icon
ThePOGG
July 2, 2020

Hi Leoad831,

Have you received your funds?

Thanks,

ThePOGG

User icon
Leoad831
July 2, 2020

Hi yes they've paid. Thanks so much for your help!

User icon
ThePOGG
July 7, 2020

Hi Leoad831,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

Leoad831 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:

  • Casino Cruise
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Genesis Global Limited

May 29, 2020

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