Beware of Casino Cruise practices

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casinome

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Just wanted to share my story about Casino Cruise... I deposited $100 and received their welcome bonus...

I went to chat and asked them what the requirements were etc and was told $10 /spin. Didnt think this was anything out of the ordinary and so i began to play mostly Netent slots... ended up hitting a few decent wins... brought uup my acct to $2500-3000 once the wagering was all complete.. Sent in docs after chat and was told they would be looked over within 48 hrs and my by then my winnings would be paid out.. i kept betting and increased my wagering.. thats when i hit a few big wins $12k on Space Wars etc... finally got my balance over $20 k and withdrew most of it... after reversing some withdrawla the total was $14500....there were delays on the withdrawl from the original timing they said, but i didnt think anything of it..



then all of a sudden i got a two sentence email saying my withdrawl was cancelled for violating bonus terms... no explanation on what i did or anything... sent an email and didnt get a response so i went back to chat.... csr said that i used the double feature on two games and went over the threshold...

i couldnt believe it... i double checked the terms and they had $5 spin and not $10 that i was originally told.. they told me that two games i played i wagered over $13 on thhe double up feature.

i have asked for proof for over two weeks now and a transcript of all the chat files... to date they have given me nothing... i have major issues with any casino that tells you different terms in chat then what is reality... to me this is completely dishonest and dirty... not giving me backup is another sign of pure bs.. i tried nicely to get lloydapter (casino rep) to help me, but i have not gotten any of the information i wanted out of him either... i dont trust csdino cruise one bit and i just wanted to give everyone the heads up...
 

Nifty29

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The terms clearly state $5 max per spin.

I know, because I cashed out from a bonus there recently, after reading the terms carefully beforehand.

It's bad that you had your winnings confiscated, but there is no grey area surrounding that term. It is very clearly stated.

Asking some chat drone does not substitute for reading written bonus terms. It doesn't matter if chat told you $50 max bet, it's the written terms that count (and you obviously didn't read them, because if you did you wouldn't have asked chat in the first place, so I'm afraid I have little sympathy)
 

casinome

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no decent casino should be telling you different terms in chat..

if a casino doesnt give proof of violations after almost three weeks is bs as well.... this is information that should be given immediately...
 

petro

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It doesn't matter if chat told you $50 max bet...
I agree, but you have to admit it doesn't look good for the casino; to have chat tell you one thing and the terms to say another.
 

Nifty29

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agreed.. and the fact that they have not provided proof is more disturbing to me.

Did you miss that part where the terms clearly state $5 max?

What other proof do you need?

You didn't read the terms and now you're paying the price. Carrying on about what chat did or didn't say changes nothing.

It just looks to me like a case of laziness which is not grounds for special consideration in my book.
 

dunover

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Did you miss that part where the terms clearly state $5 max?

What other proof do you need?

You didn't read the terms and now you're paying the price. Carrying on about what chat did or didn't say changes nothing.

It just looks to me like a case of laziness which is not grounds for special consideration in my book.

Yes, I checked and it's as clear as daylight. "$5/£5/50kr etc. maximum bet including the use of any double-up features..."

Clear case of 'DRATT remorse' (Didn't Read All The Terms)

In fact I'm quite pleased with my new acronym. I can henceforth post it as my sole and simple 5-letter reply to the reams of similar threads we get throughout the year...
 

jshort

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Just wanted to share my story about Casino Cruise... I deposited $100 and received their welcome bonus...

I went to chat and asked them what the requirements were etc and was told $10 /spin. Didnt think this was anything out of the ordinary and so i began to play mostly Netent slots... ended up hitting a few decent wins... brought uup my acct to $2500-3000 once the wagering was all complete.. Sent in docs after chat and was told they would be looked over within 48 hrs and my by then my winnings would be paid out.. i kept betting and increased my wagering.. thats when i hit a few big wins $12k on Space Wars etc... finally got my balance over $20 k and withdrew most of it... after reversing some withdrawla the total was $14500....there were delays on the withdrawl from the original timing they said, but i didnt think anything of it..



then all of a sudden i got a two sentence email saying my withdrawl was cancelled for violating bonus terms... no explanation on what i did or anything... sent an email and didnt get a response so i went back to chat.... csr said that i used the double feature on two games and went over the threshold...

i couldnt believe it... i double checked the terms and they had $5 spin and not $10 that i was originally told.. they told me that two games i played i wagered over $13 on thhe double up feature.

i have asked for proof for over two weeks now and a transcript of all the chat files... to date they have given me nothing... i have major issues with any casino that tells you different terms in chat then what is reality... to me this is completely dishonest and dirty... not giving me backup is another sign of pure bs.. i tried nicely to get lloydapter (casino rep) to help me, but i have not gotten any of the information i wanted out of him either... i dont trust csdino cruise one bit and i just wanted to give everyone the heads up...

Got it up to 20k! Darn does that suck. If your newish to online gaming, I've got some sympathy for your situation. It's a shitty way to learn about just how important it is to read the T&Cs in this area.
 

jshort

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Well they've been at CM since 2008 so you would think it might have sunk in by now wouldn't you?

2008! Well in that case yes he should've known to read them.

Rereading the OPs post, it appears that despite being told that maxbet was $10, he wagered $13 using the doubleup feature, hence his winnings would've been confiscated nonetheless.
 

Captain Chaos

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I wouldn't say this is bad casino practice at all. It's clearly stated in the terms and conditions. If it stated something vague like 'bonuses may be subject to wagering limits', then having to check through support, getting a figure, then another figure when cashing out followed by confiscation then yeah, I'd understand. But this sounds like a standard case of failing to read the terms properly. If it states it, stick to it. No need to go through chat really.

It sucks OP. Done it myself before. But ultimately, if says it clearly and we don't read it, that's our fault. Not the casinos. They can't put a gun to our heads and make us read these things. The onus is onus is on us the players to read the T's and C's. All the casino has to do is publish them and makes sure they are clear, legible and up-to-date.
 

rshkrn

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I'd say OP is to blame here not the casino or CS, after the info given by the CS the OP could/should have checked the 10$ thing to be double sure.

This goes on to show that you can get extremely lucky with any deposit on any given day anytime..........and then get unlucky during withdrawal cos you were too impatient to read and understand the terms.....!
 

dunover

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Well this is quite refreshing! A succession of posters agreeing the OP should have exercised due diligence when it came to reading the terms, instead of the usual "It's not fair" or "It's CS's fault" or "See if you can bother Max with a pointless PAB" etc. :)
 

jshort

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Well this is quite refreshing! A succession of posters agreeing the OP should have exercised due diligence when it came to reading the terms, instead of the usual "It's not fair" or "It's CS's fault" or "See if you can bother Max with a pointless PAB" etc. :)

A big influence in this case was a lack of "tact" from the OP; The purpose of his post was to attack the casino. There was another thread very recently where a player won a 11k jackpot at Slotocash and also had his winning confiscated for wagering $12.5 which was above the max. However this player clearly wasn't trying to shame the casino, he was just describing his situation as it happened. As such instead of being critisiced, he got some helpfull advice which resulted in his getting almost all his winnings back (he broke the maxbet rule after he hit the jackpot)......

The OP of this thread might've been able to take the same route as the Slotto case (maybe).........But instead his aggressive approach might well of cost him 14.5k!
 

Blathaon

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Unfortunately reading the terms isn't always enough at this casino.

I signed up a few weeks ago to play the welcome offer, i did read the terms and went to play my favourite slot Dead or Alive.

I lost the first deposit and deposited a second time for the second part of the welcome offer, after having played for a while i went to check the wagering but the numbers didn't add up so i noted the remaining wagering, i then played another 100 spins and then i checked the wagering again.... turns out DOA only contributes 20% to the WR while the terms state that all video slots contribute 100% with some exceptions but no mention of DOA.

Cruise deception.jpg

Who knows which other slots might be contributing less than 100% while the terms says that they contribute 100%.

This is deception and i won't be playing there again.
 

dunover

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Unfortunately reading the terms isn't always enough at this casino.

I signed up a few weeks ago to play the welcome offer, i did read the terms and went to play my favourite slot Dead or Alive.

I lost the first deposit and deposited a second time for the second part of the welcome offer, after having played for a while i went to check the wagering but the numbers didn't add up so i noted the remaining wagering, i then played another 100 spins and then i checked the wagering again.... turns out DOA only contributes 20% to the WR while the terms state that all video slots contribute 100% with some exceptions but no mention of DOA.

View attachment 50684

Who knows which other slots might be contributing less than 100% while the terms says that they contribute 100%.

This is deception and i won't be playing there again.

I wouldn't go as far as to say 'deception' as they have attempted to name the excluded games so I'd say it was an accidental omission, but obviously it hurt you as you are a DoA afficionado - did you point this out to CS and try to get them to add DoA to the list?
 

Blathaon

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I wouldn't go as far as to say 'deception' as they have attempted to name the excluded games so I'd say it was an accidental omission, but obviously it hurt you as you are a DoA afficionado - did you point this out to CS and try to get them to add DoA to the list?

No i didn't contact CS, as this was a losing session i didn't bother to do anything more about it.

If i had won and realized that the WR was wrong i would have contacted CS to have them remove a portion of the remaining WR to have it be in line with 100% contribution on DOA.

I simply closed my account and forgot about them until i saw this thread.

I do maintain that its deception because they only list excluded games, they don't list any slots that contribute less than 100%, so i would not be surprised if it turns out that more slots contribute less than the terms says.
 

rshkrn

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No i didn't contact CS, as this was a losing session i didn't bother to do anything more about it.

If i had won and realized that the WR was wrong i would have contacted CS to have them remove a portion of the remaining WR to have it be in line with 100% contribution on DOA.


Yeah...but that's exactly my point.....cos the majority of sessions end up on the loosing side, players probably do not really bother about the T&Cs until they actually win.. Now if you'fd have hit the 5 scatters or 5 wilds, your alarm bells on the WR would be ringing and you'd probably have fought the casino on the "accidental omission"?!!?
 

SkBurner

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They say they're registered on the UK Gambling Commission website using the Every Matrix licence (on their About Us page) but when I checked on the Gambling Commission website these are the one's that are;

Jetbull
666bet.com
BeanBagSports.com
Bonza.com
CasinoLuck.com
Guts.com
NoxWin.com
PlayHippo.com
Slotobank.com
Smartlivegaming.com
Superlenny.com
Thrills.com

Next Casino aren't listed either, is that because they're a sister site to CasinoLuck? Is CasinoCruise a sister to another casino that is listed?
 

casinome

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2008! Well in that case yes he should've known to read them.

Rereading the OPs post, it appears that despite being told that maxbet was $10, he wagered $13 using the doubleup feature, hence his winnings would've been confiscated nonetheless.

the problem is that they accused me of it but after nearly three weeks i havent had any proof of it... this is my issue... i played a lot and tuink this may have occured after the wagering requirements..
 

casinome

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i think my original post has been taken way out of context on what it was meant to be... i am always hesitant to post here just because of that very reason.

i waited three weeks to post about this situation... i wanted to being everyone to the attention that their csr is mal informed and will give fase info... i am just telling you what happened, and people can judge the situation for themselves..

as for the wagering issues, my complaint is that aftee three weeks they have yet to show me proof and send me transcripts that i requested... in my view, this is a mal practice. if you accuse someone you should follow up with the proof...

i completely understand that properly understanding the terms is the mist important thing... i didnt properly understand them and didnt read them fully.. i am not denying this fact.. my original post was from my mobile and it was a pain to write...

yes i am frustrated, but i am just divulging what happenwd... in all honestly ithought i won a smal fortune that would have changed mt life significantl but i wanted to share what happened without having all the headaches that have gone along with some of the responses
 

spoton

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The terms clearly state $5 max per spin.

I know, because I cashed out from a bonus there recently, after reading the terms carefully beforehand.

It's bad that you had your winnings confiscated, but there is no grey area surrounding that term. It is very clearly stated.

Asking some chat drone does not substitute for reading written bonus terms. It doesn't matter if chat told you $50 max bet, it's the written terms that count (and you obviously didn't read them, because if you did you wouldn't have asked chat in the first place, so I'm afraid I have little sympathy)

Atleast over here, and I believe in pretty much the rest of the world aswell, verbal agreements/contracts are just as valid as written ones(Though they are harder to proove). So I don't think it is as clear as you are saying it is. If being unsure the CS-rep should have said so.

I'd say the OP should PAB and try to make a settelment or so. However if he also went over the 10 limit with doubling up, I'm afraid it is to no avail.
 

casinome

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Atleast over here, and I believe in pretty much the rest of the world aswell, verbal agreements/contracts are just as valid as written ones(Though they are harder to proove). So I don't think it is as clear as you are saying it is. If being unsure the CS-rep should have said so.

I'd say the OP should PAB and try to make a settelment or so. However if he also went over the 10 limit with doubling up, I'm afraid it is to no avail.

thats the thing... thry said i played two games over the limit and when i have asked for proof about three weeks ago they said i would have it quickly but never provided it... this is my biggest issue and this is why i decided to post
 

Tirilej

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thats the thing... thry said i played two games over the limit and when i have asked for proof about three weeks ago they said i would have it quickly but never provided it... this is my biggest issue and this is why i decided to post

Are you saying you don't know what games you played or what your betsize were? Sound strange to me.

I don't know what software it is but isn't there a playcheck so you can take a look at your own history?
 
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