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Casino Cruise - Winnings withheld

Ruling

Found for the Casino - Casino Cruise have provided game records demonstrating that this player has placed bets that exceed the maximum allowed bet with a bonus and we have confirmed the game can place bets of this stake.

Read our Casino Cruise Review.

Player's Complaint

Hello,

I joined Casino Cruise in May 2018, made a $50 deposit and accepted a bonus of a 100% match. I played through my bonus requirements and withdrew the funds for a total of $2000 Canadian.

After several days and emails asking why my payment was still in pending, I received an email from Casino Cruise stating that I breached their bonus requirements and my winnings were forfeited.

After more back and forth, I asked them for proof of my breach and they sent a spreadsheet that had isolated two lines of bets that stated I bet $50 on Rich Wilde Book of the Dead for two spins.

I did not recall betting this much, as I typically don't bet higher than $5 and average around $2.50 per bet. I can attach the spreadsheet they sent over so you can view it. You will notice all of the other bets there are low denominations, and when I went on their casino and looked at the betting structure for Book of the Dead I noticed I could not get the bet to go above $10.

I'm not sure what is happening here and what Casino Cruise are doing. I'd like to understand if the game can actually go as high as a $50 bet. And why when you see thousands of my spins over several hours with 99% of the bets being $5 and under, that you can assume the player chose to bet two spins at $50. This seems strange and Casino Cruise are saying their decision is final and they won't be discussing it any further with me.

Please advise,

[EDIT]

Read the casino review

3 Responses

User icon
ThePOGG
June 13, 2018

Hi kankonn - welcome to ThePOGG.com!

Firstly, yes Rich Wilde Book of the Dead can and does go up to $50 as can be seen below:

This occurs when you are betting 5 lines and increase the coin size.

Could you please forward on the spreadsheet you received to [email protected]

Thanks,

ThePOGG

User icon
ThePOGG
June 15, 2018

Hi kankonn,

Thank you for forwarding on the spreadsheet. Unfortunately this document shows that not only have you placed bets that would be over the limit, but that they won. Had they been losing bets there would be a case to be made that the violation made no difference to your end result, but winning bets result in funds that are legitimately considered void being played with further.

I'll contact the operator and request they provide your play history, but unfortunately if your play history shows these bets there will be nothing that we can do to help you.

Thanks,

ThePOGG

User icon
ThePOGG
June 20, 2018

Hi kankonn, Unfortunately Casino Cruise have got back to us with your play history and this does show the problem bets. Sorry we cannot be of further help. ThePOGG

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Agreement

kankonn 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:

June 13, 2018

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