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Casino Cruise - Self exclusion

Ruling

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.

Read our Casino Cruise Review.

Player's Complaint

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.

Read the casino review

5 Responses

ThePOGG
November 6, 2017

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

kezza1468
November 14, 2017

Ok many thanks

kezza1468
November 19, 2017

Is there any update on my complaint ?

ThePOGG
November 27, 2017

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

kezza1468
November 27, 2017

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

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Agreement

kezza1468 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:

November 6, 2017

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.