Beware of Casino Cruise practices

[syntynyt]

i have a verbal agreement of taking an welcome bonus on monday despite the bonuses are given to british players only based on t&c, at this casino. support member offered this in live chat after i asked a different question regards free spins offers. in case of troubles i sent a transcript to my email aswell. so his words are above the terms. the same should apply to the OP case.

 

[spoton]

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

I take it that you honestly don't remember if you doubled over 10 or not, if that is correct you should do a PAB. Then they will have to prove it to Max, or they risk getting sanctioned.

 

[bigjohn]

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.

I don't think that's a fair characterization of the membership here. I think, generally, the majority of members look at each situation on it's own merit and relay their thoughts accordingly.

One could argue there is a succession of posters who will always argue that it is the players fault, seemingly, no matter what the story is.

While I will agree that the written T&C's need always be considered it does happen where players are given exception under varying circumstances. CS agents can't be giving players incorrect info. The $13 bet, if it happened, negates the whole argument anyhow.

 

[jshort]

........ wanted to being everyone to the attention that their csr is mal informed and will give fase info

Well mission accomplished. After reading your and Blathaon's posts, I'll admit I now have a somewhat negative impression about this casino.

FYI; If you seriously didn't remember wagering $13, perhaps you might've wanted to PAB instead so you could've potentially gotten your 14.5k back! In anycase, thanks for the info Casinome.....I won't deposit at Casino Cruise anytime soon

 

[LloydApter]

We have a process for investigating sensitive cases of bonus breach like yours which entailed in this case strict instructions to our support crew to withhold communication until the case was fully checked and closed so as not to confuse anything. That said we have agreed internally that your relevant game play records could have been sent to you earlier and we do apologize for this.

Now that the case is closed our support crew has resumed regular communication and your relevant game play records were I understand just sent to you. Please confirm if you received it.

We have messaged each other for now at least a week on CM and I know you have been very patient and I do appreciate that.

Wish you all the best and please feel free to message me anytime.

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

 

[Googobucs]

We have a process for investigating sensitive cases of bonus breach like yours which entailed in this case strict instructions to our support crew to withhold communication.

IMO this is complete garbage and I would not trust you with1 penny of my money. Communication with your customer, even if it's to simply say " we are looking at it and will respond as soon as possible" is the key to keeping things under control. Once you refuse to communicate then I'm left to guess at what's happening and assume nothing is happening.
This is a horrible CS policy.

I may not like what you have to say, but that does not mean you should not say it or something.

I really had no opinion on this at all until you told us how you like to stop all communication with your customers.

 

[casinome]

For the record, i finally received my gameplay BUT i didnt receive my chat transcript.

They also asked me to sign some sort of waiver that would allow genesis globsal limited to disclose any and all data, relating to myself and my activities to any and all third parties required for the purpose of evaluatinf any complaints, talkbacks and/or online posts... not sure what that is about but i dont feel comfortable signing anything like that..


the gameplay shows the bet id, produc, game group, game name, date/timr, bet size and requirement remaining... nothing on my balance..

there are two gameplays showing a wager of $13 and $69.90 !?!? i would not even be able to tell you if they were won or lost because the info isnt there...

i find it disappointing that the originsl post is basically what got me the gameplsy info... i am not one that enjoys conflict, and i sure as hell didnt try to abuse any bonuses or anyrhing like thatt.. i honestly dont recall these two games.. possibly the $13 one but not thr $69.90 one...


at the end of the day this has caused me a lot of sleepless nights... i have no problem taking the blamr on my gameplay.. it was stupid on my part for missing the double up feature part.. i normally play only netent so there is no double up.. the teo games thst i went ovee were with about $1500 left in my wagering requirements... the way it was handled was a major blunder and this is why i decided to post... i dont remember those two games, but i will forever now... my wife and i just had our second baby and this would have changed evrrything... i dont think i will ever play for real do to this

 

[LloydApter]

I agree with you, constant communication is critical, always

IMO this is complete garbage and I would not trust you with1 penny of my money. Communication with your customer, even if it's to simply say " we are looking at it and will respond as soon as possible" is the key to keeping things under control. Once you refuse to communicate then I'm left to guess at what's happening and assume nothing is happening.
This is a horrible CS policy.

I may not like what you have to say, but that does not mean you should not say it or something.

I really had no opinion on this at all until you told us how you like to stop all communication with your customers.

 

[casinome]

has anyone had a casino ask thrm to sign a waiver before like previously mentioned?

also has anyone ever had issues getting a chat transcript when requested?

 

[Tirilej]

has anyone had a casino ask thrm to sign a waiver before like previously mentioned?

also has anyone ever had issues getting a chat transcript when requested?

No I have not needed to sign anything, but I have never needed help before either.
I think the purpose of it is so that they can be calm in case you do a PAB here for instance. That is to get a third party involved.
If you do they have to give Max all information he needs about you or he won't be able to do his job. So they are just covering their backs and I think that's perfectly fine in this case.

They should of course give you the chat transcripts. It's silly not to.

 

[LloydApter]

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.

We haven't been around since 2008 but the rest is correct. The player has received the game play showing this is what happened so the case is closed.

Thanks.

 

[Tirilej]

We haven't been around since 2008 but the rest is correct. The player has received the game play showing this so the case is closed.

Thanks.

I'm still wondering if live chat really told him the wrong max bet, or if that was made up?
Even if the case is closed it doesn't look good if they don't know the correct amount.

 

[casinome]

We haven't been around since 2008 but the rest is correct. The player has received the game play showing this is what happened so the case is closed.

Thanks.

where are the chat transcripts you have promised? its been 3 weeks...

by the above you have admitted wrong doing on your end...

 

[LloydApter]

I'm still wondering if live chat really told him the wrong max bet, or if that was made up?
Even if the case is closed it doesn't look good if they don't know the correct amount.

Good question. Yes, it's true. We had just updated our bonus terms from $10 max bet to $5 max bet and the support agent gave the player the wrong info, i.e. $10 max bet instead of $5 bet. We recognize the error on our side here and did not penalize the player for making max bets of $10.

 

[casinome]

Good question. Yes, it's true. We had just updated our bonus terms from $10 max bet to $5 max bet and the support agent gave the player the wrong info, i.e. $10 max bet instead of $5 bet. We recognize the error on our side here and did not penalize the player for making max bets of $10.

i need to double check, but i believe there were no bets above $7 cdn other than those two...

there is more in the chat transcript but i am still waiting on it. i asked questions in the chat that need to be clarified as well. the agent told me 10. with no mention of the currency..

 

[LloydApter]

This will be my last reply on this thread. If you still have issues you will need to sign the waiver and work with us.

Against company policy and instructions I am providing you with a copy / paste of the relevant part of your chat with support:

( 2m 18s ) Visitor: so I can bet $10 on a single spin without any issues?
( 2m 35s ) Crew Member 3: Yes, exactly

So, that is it. I'm really sorry it didn't work out for you but that is what happens sometimes.

Best wishes.

i need to double check, but i believe there were no bets above $7 cdn other than those two...

there is more in the chat transcript but i am still waiting on it. i asked questions in the chat that need to be clarified as well. the agent told me 10. with no mention of the currency..

 

[casinome]

For the record i have still not received the full chat transcript. There was MUCH more to it than what is above. I didnt want to make this issue public but was forced to because i wasnt getting anywhere after ten plus emails of asking nicely. After nearly three weeks the only way i got any info from them was to post here... this is why i posted my experience and warning...

So my final warning is this... casino cruise could have dealt with this properly but chose not too. They have NOT given me all th detailed information that any decent casino would have (even though they promised it).. i did not want it displayed here and was trying to deal with it privately yet as you can see they broke from policy and posted it..

 

[Tirilej]

For the record i have still not received the full chat transcript. There was MUCH more to it than what is above. I didnt want to make this issue public but was forced to because i wasnt getting anywhere after ten plus emails of asking nicely. After nearly three weeks the only way i got any info from them was to post here... this is why i posted my experience and warning...

So my final warning is this... casino cruise could have dealt with this properly but chose not too. They have NOT given me all th detailed information that any decent casino would have (even though they promised it).. i did not want it displayed here and was trying to deal with it privately yet as you can see they broke from policy and posted it..

Thanks for the warning.

I believe you have to let this go now. I can clearly see that they have made their mind up to not pay you anything no matter what have happened.
I agree that they act strange. That livechat won't take you anywhere even if you have it.

 

[LloydApter]

Final formal reply and request to close thread of unsubstantiated accusations

Final formal statement and request to please close this unsubstantiated claim against us - thanks!

---

We wish to respond formally to the claims made by "casinome" in respect of a bonus provided by CasinoCruise. Contrary to the claims made by "casinome", at no point in time was "casinome" assured that the only requirement in relation to a bonus was a maximum wagering amount. This requirement was noted in response to a question made by him, and was not meant to replace the entire terms and conditions of the bonus promotion. Indeed, such terms and conditions include various provisions that relate to the bonus promotion, and they are all required to be met in order for the player to enjoy the bonus promotion. Clearly it cannot be expected that a customer support representative will detail all of the terms and conditions of the bonus promotion each time a customer discusses with the representative a matter relating to a bonus promotion.

And while the terms and conditions of the bonus promotion set a maximum wager of $5, due to the error on the part of the customer support representative stating that the maximum bet is $10, we did not sanction "casinome" for any wagers between $5 to $10. The sanction, and the forfeiture of the winnings, was due to wagers above $10 and for using the double up feature.

We truly sympathize with the player and acknowledge his disappointment due to the forfeiture of the winnings, but the terms and conditions of the bonus promotion are there for a reason and should be respected by us and by the player alike.

---

Lastly, we would like to inform that we have forwarded all chat scripts to "casinome" and that we now see this case as closed and ask that this thread of unsubstantiated accusations against casinocruise.com be immediately removed. Thank you.

 

[Casinomeister]

Thanks, Lloyd.

@casinome - are we good to go now? I know the outcome is not what you wished it to be, but the casino has acknowledged their mistake. As Lloyd mentioned, you should have your full chat transcripts now - if that makes any difference. Sorry your winnings we negated.

This underscores the importance of being careful when accepting bonuses. Bonuses are not obligatory, and in my opinion should only be used if you don't plan on cashing out. Personally, I rarely bother with them.

 

[Hirvo]