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Casino Cruise - Money refused and confiscated
Ruling
Found for the Casino - Casino Cruise have provided documentation showing an additional account and showing that they returned ALL of the player's deposits.
Read our Casino Cruise Review.
Player's Complaint
Casino cruise allowed me to deposit £2500 pounds when I apparently had another duplicate account with them (which I don't recall in opening and isn't verified). There was no stopping the payments being made to their website at all allowing me to gamble on there site. However the real problem started when I fortunetly won £8900 and tried to initiate a withdrawal. They asked for verification details which I happily gave them. The following day they then blocked my account and said they have confiscated my funds due to the apparent duplicate account and are only going to pay me back 50% of my initial deposit. I find this ridiculous! How can a company happily let u deposit as much as you want to but then only spring on you that you have a duplicate account when you have a winner. Surely the checks should be done prior because it leaves the gambler in a position of LOSE LOSE. How can the site have the audacity of keeping half of your deposited money if the mistake is partially due to them for allowing a client with an apparent duplicate account to happily gamble undisturbed until they have a rare win, and only at this point are told that the winnings will be confiscated plus half of the initial stake. This is completely inhumane. And before I'm told, yes it does state this in the terms and conditions, however my argument is that the "initial" account that was opened in my name in May of this year was NOT verified, meaning anyone could have used those details for the account. Hence why the account was closed. I was NOT told upon opening an account that I had a duplicate. I was NOT told on depositing FOUR separate occasions I had a duplicate. I was only told coincidentally when I had a winner. Lastly just to add I appreciate there are professional gamblers out there that take advantage of the bonuses given, as to why presumably the terms and conditions state duplicate accounts are intolerable. However on 3 out of 4 of the deposits made (when I actually won the money) I did NOT use any bonuses proving I'm just a normal gambler having a flutter that in this case got lucky.
6 Responses
Thank you for your prompt response.. The problem is is that I don't recall ever having an account with this company and suddenly I have a dublicate account that is NOT verified meaning it was also closed. It will be a different story altogether if I was already using an account but i wasn't. The account wasn't verified meaning anyone could have been using those details and the account was ALSO closed meaning the second account opened was the only one active.
If they are so happy to abide by their terms and conditions in regards to this I have noticed something there that works in my favour..
5.5. The identity of the player will be verified on deposit, cumulative wager amount or cumulative withdrawals of EUR 2,000 within a 24 hours period.
It states quite clearly the identity of the player will be verified on deposit.
Do you believe I have a case at all because in all honesty it's very rare that I get a win in this Calabre. I was already spending the money in my head and u can imagine my frustration when this news was dropped on me. Worse case though based on these circumstances, the least I would expect back would be my full deposit. I suppose at least then I can pretend this day never happened and moved forward. 4 separate deposits I made without a question. I find that whole policy completely ridiculous how you can continue to gamble And continue to deposit for them just to take 50% for a "fee".
Look forward to your response
Hi b1llyboy1234,m
The verification status of the complaint simply means that the verification process was not engaged. This is standard for the vast majority of players. If you've deposited and lost, never having made a withdrawal it would be very unusual to be asked to verify your account. Simply put, if you've not got winnings you are waiting on, what incentive is there for you to spend time sending in documentation?
IF there is an additional account - most especially if you have claimed any form of promotion on the account - there's no chance that you'll receive any winnings from the second account. However I am puzzled as to why you've only had half your deposits returned. I can't give any assertions until I've spoken to the operator, but I would like to discuss that with them. If you want me to do that I'll need you to provide me with the username and email address you use at Casino Cruise.
Thanks,
ThePOGG
Hi b1llyboy1234,
I've spoken with CasinoCruise and have confirmed that you do indeed have multiple accounts registered with this operator. Unfortunately that is a violation of terms and conditions and as such there's no grounds to look to get your winnings returned.
With regard to your deposit, looking at your transaction history I can see that you made a total of £2500 in deposits. This agrees with the total in your complaint. However, I can also see a withdrawal being processed to your card of the 1st of August for a total of £2500. Why do you think you've only had half your deposits returned?
Thanks,
ThePOGG
Hi b1llyboy1234,
I'm following up regarding why you think you've only had half your deposit returned?
Thanks,
ThePOGG
Hi b1llyboy1234,
If I've not heard back from you by Friday the 2nd of September I'll assume that you have in fact received the full refund of your deposit and close this complaint.
Thanks,
ThePOGG
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Agreement
b1llyboy1234 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:
July 31, 2016
hi b1llyboy1234 - welcome to ThePOGG.com!
Unfortunately you are right - all online casino terms and conditions prohibit the operation of multiple accounts. However, it's not the operators responsibility to catch you breaking the rules, it's YOUR responsibility not to break them.
As as standard, across the entire industry, security verification checks are conducted at the point of withdrawal, not the point of deposit. This is done for a number of reasons including reducing workload and not putting newly signed-up players off and has been deemed a satisfactory practice by ALL major regulators.
That being the case, if you've opened an additional account there's no ground for me to argue for the return of your winnings. I can speak to the operator to address why you're only receiving part of your deposits on the second account back if you would like me to. If so I need you to provide me with the email and username you use at Casino Cruise.
Thanks,
ThePOGG