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]

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