Hi All,
This is the first complaint I have ever made about an online casino in over 10 years of recreational online gaming.
Basically CasinoCruise sent me an email to my private email address asking me to open an account and claim their welcome bonus, I decided to open an account using the only email address that that I have used for over 9 years in relation to online gaming. After setting up the account with the same address I have lived at for over 10 years, same email and depositing using my debit card which I only use to fund my online deposits they sent me a verification for security purposes which I passed and allowed me to proceed to deposit and play their games. After making an initial deposit of £100 pounds and using the bonus I lost it all after a few hours. I then made a second deposit of £100 and played for a further 7 hours and took my balance to £1700 pounds. I then made a withdrawal request of £1700. When I went back on the site a few hours later I was surprised to find that I could not access my account and log in. I had no emails or communication from CasinoCruise whatsoever that they had locked my account.
On contacting customer support I was told that because I had self excluded from one casino in the past that is part of the EveryMatrix group I was excluded from every casino in the EveryMatrix group. I asked for details of which casino this was and the date and they could not tell me I was advised to contact EveryMatrix. I of course sent numerous emails to EveryMatrix and they did not even have the courtesy to reply to any of my emails. Basically CasinoCruise is saying I should know the names of over 60 Online Casino operators operating under the EveryMatrix banner!! Even though they sent me the invitation via my private email to open an account and deposit with them and they verified my account.
They seemed to have no problem taking my deposits from my UK Bank account and never once asked me anything. It was only when I won and made a withdrawal that they locked my account without even telling me. I have had accounts recently with other casino operators in the EveryMatrix group such as Thrills, Guts , Casino Luck etc and not made any withdrawals whatsoever and lost 4 figure sums at each. Why have a I been allowed to open accounts with these casinos in the EveryMatrix group since the self exclusion ( It must be some time ago as a I can't remember what casino and when ) and make deposits and lose and no one has contacted me to say that as a I self excluded from another casino in the EveryMatrix group all my bets are void and the monies will be returned. This rule that CasinoCruise is using only seems to apply when making a withdrawal and not when you lose which is morally questionable. I have contacted EveryMatrix asking for details of every account I have had with them, the dates and the deposits but they have again failed to reply to any of my emails, they won't even tell me the alleged casino I have self excluded from and when.
I have spoken to the CasinoCruise Rep on this site via PM but basically their reply was EveryMatrix will not pay my winnings and that is that. I hope someone from EveryMatrix will reply to any of my polite emails as CasinoCruise says it has nothing to do with them but they were quite happy to send me an invitation to open an account at their casino, validate my account and take my deposits and for me to wager in good faith on the slots for hours at a time until I made a withdrawal of £1700 pounds.
I sincerely urge CasinoMeister patrons to do your research before opening any Casino account within the EveryMatrix group as this is very common refusal not to honour payouts. Basic research on the net shows this has been happening since 2012 with casinos operating under their license and they have still not fixed the problem or utilised any software to stop this happening to new players. It seems to be a very simple problem to fix as other reputable gaming groups have software in place at the opening of new accounts stage to flag this up before even making a deposit.
There is nothing worse when depositing and wagering in a fair and correct manner and CasinoCruise refuses to honour the wagers. I have lost many times over the years but have never moaned or complained because I am a fully grown adult who understands that I only gamble what I can afford to lose and that gambling is a game of chance and should be fun. When I lose, I lose. On the rare occasion I win playing online slots I expect to be paid. I will only wager online now with my other UK online account as I have never had any problems whatsoever with them and have always been treated with respect and more importantly they pay out when I win with a nice ' Congratulations ' email as well.
Warmest wishes
Mark.
This is the first complaint I have ever made about an online casino in over 10 years of recreational online gaming.
Basically CasinoCruise sent me an email to my private email address asking me to open an account and claim their welcome bonus, I decided to open an account using the only email address that that I have used for over 9 years in relation to online gaming. After setting up the account with the same address I have lived at for over 10 years, same email and depositing using my debit card which I only use to fund my online deposits they sent me a verification for security purposes which I passed and allowed me to proceed to deposit and play their games. After making an initial deposit of £100 pounds and using the bonus I lost it all after a few hours. I then made a second deposit of £100 and played for a further 7 hours and took my balance to £1700 pounds. I then made a withdrawal request of £1700. When I went back on the site a few hours later I was surprised to find that I could not access my account and log in. I had no emails or communication from CasinoCruise whatsoever that they had locked my account.
On contacting customer support I was told that because I had self excluded from one casino in the past that is part of the EveryMatrix group I was excluded from every casino in the EveryMatrix group. I asked for details of which casino this was and the date and they could not tell me I was advised to contact EveryMatrix. I of course sent numerous emails to EveryMatrix and they did not even have the courtesy to reply to any of my emails. Basically CasinoCruise is saying I should know the names of over 60 Online Casino operators operating under the EveryMatrix banner!! Even though they sent me the invitation via my private email to open an account and deposit with them and they verified my account.
They seemed to have no problem taking my deposits from my UK Bank account and never once asked me anything. It was only when I won and made a withdrawal that they locked my account without even telling me. I have had accounts recently with other casino operators in the EveryMatrix group such as Thrills, Guts , Casino Luck etc and not made any withdrawals whatsoever and lost 4 figure sums at each. Why have a I been allowed to open accounts with these casinos in the EveryMatrix group since the self exclusion ( It must be some time ago as a I can't remember what casino and when ) and make deposits and lose and no one has contacted me to say that as a I self excluded from another casino in the EveryMatrix group all my bets are void and the monies will be returned. This rule that CasinoCruise is using only seems to apply when making a withdrawal and not when you lose which is morally questionable. I have contacted EveryMatrix asking for details of every account I have had with them, the dates and the deposits but they have again failed to reply to any of my emails, they won't even tell me the alleged casino I have self excluded from and when.
I have spoken to the CasinoCruise Rep on this site via PM but basically their reply was EveryMatrix will not pay my winnings and that is that. I hope someone from EveryMatrix will reply to any of my polite emails as CasinoCruise says it has nothing to do with them but they were quite happy to send me an invitation to open an account at their casino, validate my account and take my deposits and for me to wager in good faith on the slots for hours at a time until I made a withdrawal of £1700 pounds.
I sincerely urge CasinoMeister patrons to do your research before opening any Casino account within the EveryMatrix group as this is very common refusal not to honour payouts. Basic research on the net shows this has been happening since 2012 with casinos operating under their license and they have still not fixed the problem or utilised any software to stop this happening to new players. It seems to be a very simple problem to fix as other reputable gaming groups have software in place at the opening of new accounts stage to flag this up before even making a deposit.
There is nothing worse when depositing and wagering in a fair and correct manner and CasinoCruise refuses to honour the wagers. I have lost many times over the years but have never moaned or complained because I am a fully grown adult who understands that I only gamble what I can afford to lose and that gambling is a game of chance and should be fun. When I lose, I lose. On the rare occasion I win playing online slots I expect to be paid. I will only wager online now with my other UK online account as I have never had any problems whatsoever with them and have always been treated with respect and more importantly they pay out when I win with a nice ' Congratulations ' email as well.
Warmest wishes
Mark.