Casino Cruise - Self exclusion

Hi kezza1468 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

In the mean time I would strongly recommend that you review our Responsible Gambling page and consider installing one of the services that will block you from accessing gambling operator websites.

Thanks,

ThePOGG

Ok many thanks

Is there any update on my complaint ?

Hi kezza1468,

I've had the chance to discuss your complaint fully with Casino Cruise. Unfortunately we're not able to uphold your claim. There are a number of factors related to your claim that we've reviewed in reaching this conclusion and I'm going to go through them in detail below.

1) SpinIt Self-Exclusion - I've reviewed the Live Chat conversation where you requested the closure of your account with SpinIt. At the time you were trying to deposit and you couldn't due to a previously requested deposit limit. As such you asked to close your account. The Live Chat representative then specifically asks you why you want to close your account to which you answer "Just would like to close it many thanks".

Unfortunately you did not ask for a self-exclusion or give any indication that you were struggling to control your gambling at this time. As such this request would not be managed under Responsible Gambling policies and instead has been dealt with as a basic account closure request as you were dissatisfied that you could not deposit at that time.

2) Casino Cruise - Casino Cruise have provided there system logs for your account. These don't show any evidence of you trying to engage any of the Responsible Gambling tools that you say you've tried to use. Having set up an account for testing purposes I can say that I was able to engage the Self-Exclusion feature without issue. Alongside this, when you did contact Live Support the next morning, your query specifically relates to not having received a bonus. The operator then explains to you why you haven't received your bonus. At the point where you're informed that bonus can only be added at the point of deposit (meaning you'd have to make another deposit) this is where you state you want to submit a complaint and follow this up with:

"Also no where to request a deposit limit".

When you state this the operator directs you to the appropriate place to activate a deposit limit.

The above statement does not give any indication that you've had problems using the system or that the system has not worked. In fact it states clearly that you have not located anywhere to put in place a deposit limit. As can be seen below this functionality is present on the Casino Cruise website:

This is found on the Responsible Gambling page under the section 'Know Your Limits' and can be accessed as long as your are logged into your account. In the same section the Self-Exclusion feature is found.

Unfortunately as the closure request at SpinIt would not be considered a Self-Exclusion and there is no evidence to support you having tried to engage the Responsible Gambling in account features, the time frame within which the Self-Exclusion was actioned when the operator were made aware of your issue would be considered appropriate and as such no refund would be due.

Sorry we could not be of further help,

ThePOGG

Many thanks for your response

And for looking into this for me.

On the night in question there was an issue with there self exclusion feature which they have admitted to and refunded £50 to me

I understand you are unable to take this complaint any further many thanks