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Casino Cruise - problem with withdrawal

Ruling

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.

Read our Casino Cruise Review.

Player's Complaint

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.

Read the casino review

4 Responses

User icon
ThePOGG
November 6, 2019

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.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– 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.

Thanks,

ThePOGG

User icon
ThePOGG
November 19, 2019

Hi norw81,

I've spoken to Casino Cruise about this issue. They inform us that you have been paid. Can you confirm receipt of your funds?

Thanks,

ThePOGG

User icon
ThePOGG
November 26, 2019

Hi norw81,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
December 3, 2019

Hi norw81,

If we haven't heard from you by Friday the 13th of December I'll assume you have received your funds and close this complaint.

Thanks,

ThePOGG

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Agreement

Norw81 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:

  • Casino Cruise
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Genesis Global Limited

November 6, 2019

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