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Casino Cruise - delayed verification and payment 1535 eur

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

Hello,

I won 1535 EUR at CasinoCruise on February 14th. They asked for these documents on February 17th: -Proof of Identity

-Proof of Address

-Proof of Payment Method

- ID confirmation photo: is a picture of you, the account holder, holding your ID document and a note next to your face to allow for facial confirmation of the ID document.

The ID must be the same used to verify this account.

The note must say: "Only for use on CasinoCruise account user id [EDIT]"

Must be handwritten, not typed.

Must be in English.

Must have the current date.

Must have your signature.

None of the text in the written can be covered.

- Card confirmation photo: is a picture of you, the account holder, holding the front and the back of the card and a note next to your face to allow for facial confirmation

The card must be the same used to found your account.

The card must show the name of the owner, and the first 6 and last 4 numbers of the card (you should cover the middle digits and the CVV code).

The note must say: "Only for use on CasinoCruise account user id [EDIT]"

Must be handwritten, not typed.

Must be in English.

Must have the current date.

Must have your signature.

None of the text in the written can be covered.

I provided the documents on February 20th although it was strange that they want pictures of my card as I never deposited with card at CasinoCruise. I provided all the documents and asked why they needed my card pictures. They never replied to my question.

I have asked for updates on my withdrawal on February 24th, March 1st and March 3rd. Kindly note that they have not replied to any of my emails.

I hope with your help I can get my withdrawal faster.

Read the casino review

3 Responses

ThePOGG
March 10, 2021

Hi pollaria - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

PollariA
March 16, 2021

Hello,

I have received my withdrawal.

Thank you ThePOGG for the help and Casino Cruise for the cooperation.

ThePOGG
March 21, 2021

Hi PollariA,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

PollariA 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

March 10, 2021

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.