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Casino Cruise - have confiscated my bonus

Ruling

Player's Complaint

Casino Cruise have confiscated my bonus. My username is [EDIT]. Here is what they say:

Dear [EDIT],

We hope this email finds you well.

We regret to inform you, that due to the terms and conditions we had to remove your current bonus (150% up to 200 GBP). Please see the following phrase from the terms and conditions:

"11. This promotion is not valid for players that deposit using Neteller or Moneybookers."

You will find your initial deposit of 200,00 GBP in your balance, which you can play without a bonus only.

Thank you for your understanding.

Feel free to contact us at any time for any question you might have. Our agents will be more than glad to assist you.

We look forward to hear from you soon.

Sincerely,

[EDIT]

CasinoCruise Hostess

And this is my reply to them:

These are your bonus terms and conditions and there is not a single mention of Neteller. Can you please give me the bonus back?

Read the casino review

3 Responses

User icon
ThePOGG
December 11, 2015

Hi Bodrum2251 - welcome to ThePOGG.com!

Did you claim this bonus through an affiliate site or did you sign-up directly with the operator?

Thanks,

ThePOGG

User icon
ThePOGG
December 16, 2015

Hi Bodrum2251,

Could I ask you to confirm your first and second names?

Thanks,

ThePOGG

User icon
ThePOGG
December 17, 2015

Hi Bodrum2251,

Thanks for your email. I'm afraid there's nothing we can do to help you in this instance. While you're right that the general terms and conditions and the standard Welcome bonus terms and conditions do not carry a restriction against depositing via Neteller, Casino Cruise have provided a screenshot showing that your account signed up through a Christmas promotional campaign. The only way that your account could be tagged to that campaign is if you signed up via the Christmas promotional bonus page. Having looked at several different versions of this page targeted at different geographical regions, the terms and conditions on all of these pages do carry a restriction against deposits via Neteller.

Sorry we couldn't have been of more help.

ThePOGG

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Bodrum2251 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:

December 11, 2015

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