Casino Cruise - Self exclusion
Found for the Casino - Players initial account closure request was not Self-Exclusion related and there is no evidence of Responsible Gambling tools being used.
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I am writing to you as I feel that my complaint was not fully and satisfactorily resolved by casinocruise support team or complaints department.
I opened a new account with then on the 29th October at around 10pm.
I wasn't aware that there partner site was spinit, which I has already closed for self exclusion due to a gambling problem many months ago.
I deposited a lot of money to casinocruise over £450. So between 12.30 and 1am I self excluded myself via the website but this did not work even though a message on the screen confirmed it had been done.
I tried to contact the 24/7 support team but no one was available.
Due to my addiction I carried on gambling and spending money I couldn't afford.
Finally at around 8 am the following morning a managed to contact the online chat where I was informed to close the account via the website, so again I self excluded myself but again it didn't work and a message came up saying there was a problem.
I sent an email also which was finally responded to hours later.
Finally in the evening of 30th October my account has been closed by my self excluding.
I should not of been able to open an account in the first place due to the closure of the partner site
I have had 2 emails since the closure of my account from casino cruise asking me to log in and claim promotions.
Casino Cruise claims that they have 24/7customer service including live chat. I am not sure if that is meant to confuse people by way of terminology, but when I tried to contact someone through live chat, it said that the feature was unavailable.
The same details of mine were used to open both accounts.
I would like to request a refund on my deposits due to the self exclusion As I have a gambling problem, my self-exclusion requirement was not put on to my account.
I have received a £50 refund due to my evidence sent to them and after lots of emails that refuse to refund any more.
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