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Casino Cruise - dispute

Ruling

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

[EDIT]

Fri 17/02/2017 11:57

Sent Items

To: [email protected];

Hi

I am making a formal complaint.

The reasons for my complaint are as followed.

On 17/2/2017 I opened an account with yourselves. I deposited £30 and took up the option of accepting your welcome bonus which gave me a further £30 bonus so I had £60 to play with. I had to wager £1200 before I could withdraw any money. I proceeded to play slots and before I knew it I had accumulated around £700 I checked to see how much left I had to wager and it was around £700 left. I made my bet £10 a spin to try and get the wagering amount down quicker, I was not winning on this amount so I changed it back to £5 a spin. During these £5 spins I won £5000 which took my winnings to around £5700 I then looked again at my wagering requirements and I had around £7 left to wager so I made 2 more spins of £5 to clear the wager. I proceeded to withdraw 3 amounts £1900, £1900 and £1700 totalling £5500.

I then received an email asking for 3 methods of proof of identification which I gave straight away.

I've now received an email saying my money has been removed and my deposit returned due to me wagering 41 x £10 bets during my bonus period. I was unaware there was a maximum or minimum wager. It never once told me the wagered amount was too much for the bonus period while I was playing. And the £5500 I did win was wagered on a legitimate £5 bet.

Regards

[EDIT]

Read the casino review

1 Responses

User icon
ThePOGG
May 26, 2017

Hi Flashman32 - welcome to ThePOGG.com!

Unfortunately having reviewed your complaint I'm afraid there's not going to be anything we can do to help you. 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.

Unfortunately whether or not your balance was derived from a violating bet or not does not change the above. 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.

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.

Sorry we can't be of more help,

ThePOGG

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Agreement

Flashman32 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:

May 26, 2017

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