Casino Cruise - problem with withdrawal
Resolved - Casino Cruise have informed us that this player has now been paid. The player is non-responsive to our requests for an update so we assume they are happy.
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Hello. I am struggling to get my withdrawal from this site. I was lucky and was playing Reel Rush. I won 40.000 nok. Then it took me one week to verify. And suddenly they closed my account because of self exclusion. Why on earth would I do that when I try to make a withdrawal? Then they opened my account again. So I could make two withdrawal because of the withdrawal limit. I won the money on 16.october 2019. I GOT one withdrawal 24.october. But now they have cancel the other withdrawal and closed my account Again. Have been waiting for the last withdrawal since 24. October. Please help me to get out the money. I have contacted. Chat several time. But no help to get there.
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Hi norw81 - welcome to ThePOGG.com!
As we are the ADR for the Genesis Global Limited license under the Malta Gaming Authority license there is certain information we have to provide you now.
– Use of this service does not preclude your seeking redress through court proceedings .
– This service is free to use for both the complainant and operator.
– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
If you have any questions about the above, let me know.
Moving on to your case specifically:
The UKGC have no bearing on your complaint. They are solely responsible for UK players and take no position on issues involving non-UK citizens.
I'll contact the operator and see what we can find out for you.