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Casino Cruise - My winnings drown

Ruling

Found for the Casino - We understand frustration with KYC process but coming to us after you've played with and lost funds isn't something we can help with.

Read our Casino Cruise Review.

Player's Complaint

Hi i had won and the guy said he would lock it and get my id verification i was on the phone with a frenzy excitement and had everything in proper order documents correct and several agents confirming my winnings will be sent right away. They gave me different ways to process this faster and then i had one lady telling me because they made several mistakes in the accounting department that she was going to personally get her on the task we have you money sent today don't you worry. Well i waited and sent emails after emails of concern as this lady confirmed for me that id have a method of funds within hours because of my unique story. My unique story was i was a victim of bullying and lost my home over a home invasion and my cat and i have no money and no place to go and this the winnings is god sent. Days and days i waited nothing i felt so upset i just wanted to cry and nobody would answer me i got a email we don't take photo copied black n white documents.

My bank was more than happy to assist me with the right documentation and i did give them all proper papers they said they will not verify me for that reason and i spent my money back to the casino just pissed off and them i complained and i complained and they say they look into it.. I got a email saying i was in fact verified and now wont have a problem with withdrawals. Im like upset beyond and a agent on the phone talked to me and promised he personally look into it and nothing. I'm having a nightmare for the fact i feel so cheated made fun of and disrespected by far.

Read the casino review

8 Responses

User icon
ThePOGG
October 23, 2017

Hi Matteiboi123 - welcome to ThePOGG.com!

Before we go any further - the funds that you're claiming, are these funds that are in your account that have not yet been paid, or are these funds that you've already played back to the casino?

Thanks,

ThePOGG

User icon
Matteiboi123
October 23, 2017

Its nack in the casino . i was told over the phone id get my money processed that day by a lady on the phone she was personally talking to the accounts department. I was devestated when no one got back to me i felt duped. Upset i waited days i spent it back in..their excuse was my documents but they were in order. If they werent why they still verify me.

User icon
Matteiboi123
October 23, 2017

Typo "back"

User icon
Matteiboi123
October 24, 2017

May i get a reply . what is that casino saying? It looks bad i spent my withdrawls back but i should of recieved it when that lady garanteed my safe withrawl within hours they told me they dont do it very often but she made it sound like she went above and beyond out of her way to speed my process. Lime i was told id have the money by morning

. all just lies or someone else picking mistakes that werent they in my documents.. It was 100% verifing documents that later on they approved ..so id i was approved from tbe beginning why didnt tbey release it. Shady shame on them. stress ive never had k But i was fully verified and a lack of communication internally and mine aswell.i do beleive i am right and hope you can see my concerns.

User icon
ThePOGG
October 25, 2017

Hi Matteiboi123,

I'm afraid to say there's nothing we can do to help you.

While I understand that it's frustrating when delays happen related to withdrawals or account verification. These things do happen.

However, you chose to gamble your funds. Had you won rather than lost you would have expected to be paid your winnings. Complaining after you've lost is asking us to put the operator into a 'no-win' position where they would have been expected to pay your win and refund your losses.

If you're having issues with a withdrawal you need to contact us at that time for us to be able to help as we can't do anything for you after you've chosen to play with the funds and lost.

I'd also encourage you to review both the Responsible Gambling page here and the facilities on offer at the casino. You can ask for your account to be restricted at any time if you feel you are at risk of gambling funds you shouldn't. This would allow you to exclude yourself until such time as your withdrawals have been paid.

Sorry we cannot be of further help,

ThePOGG

User icon
Matteiboi123
October 25, 2017

Moraly your both wrong but there is no moral in casino.

User icon
ThePOGG
October 25, 2017

Hi Matteiboi123,

I'm sorry you feel that way, but you have to take responsibility for your own actions. You know that if you'd won you would have expected to be paid.

No further posts will be approved in this thread.

ThePOGG

User icon
ThePOGG
October 25, 2017

This player is now sending through abusive emails and as such is barred from any future use of our complaints service.

ThePOGG

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Matteiboi123 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:

October 23, 2017

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