Casino Cruise - confiscated funds
Resolved - The term limiting wins with complimentary spins not included in the email promotions so Casino Cruise have agreed a settlement with this player.
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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.
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