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Casino Cruise bonus terms.

S

Steverc69

Multiple forum accounts - troll
Joined
Feb 15, 2016
Location
Glasgow
Hello everyone and hope all is well with you all.
I have a complaint about with reference to treatment I received from Casino Cruise.
Bonus terms and being accused of having a duplicate account.

Have been online gambling over 10 years now and never came up against this one so I am asking for your advise and help on this issue.

All started when I opened my account with the casino and started playing, I took the initial bonuses and never had any luck with these. I continued playing and had made over 20 deposits when gameplay started going my way and I cashed out £500. Less than half my deposits but a start I thought.

I was made a VIP pretty quick here and as with any casino that's got to be a plus..right..

As I have mentioned before I have been doing this over 10 years, my better half also is a player and over the years we have been members of many casino at the same time and neither of us has ever had a issue raised by any casino about this. Until now that is.

I was originally accused of having a duplicate account by Casino Cruise but this was not the case as both my account and the one my wife had were opened by ourselves individually and both validated by Casino Cruise individually.

Both of us used our own bank account and cards.

After a while I question why the withdrawal was taking so long and was told it was with the financial dept.

OK I thought that means it's on its way just new terminology for getting processed.

I deposited once more and gameplay was still good and got my £50 to £400 and cashed out thinking good only £300 down and had some good gameplay so can live with that.

Got a email telling me my funds were confiscated due to having broke the bonus terms and conditions due to both my wife and I having a account with the casino and taking a bonus on our individual accounts.

It is there in the very small print that no two players using the same address, computer and IP address can take the same bonus.

If anyone on here has a crystal ball i would love to have one to.

I have no idea what anyone else is upto on our home computer and why should I. Their money and spare time is theirs to do as they please and how am I to know what gambling they are doing, gambling is a private affair to the individual.

The manager of this casino is apparently a good guy according to this site and hope this is true and he steps in to make this right.

So to finish as I feel this casino is calling me a cheat and a lair, so why after not winning on any bonus would I deposit a further 20 plus times. Also why did the casino not inform me of this condition until I tried to make a withdrawal and then let me make a further deposit.

No fair play here whatsoever.

Sorry to go on but I hate being ripped off.
 
Steverc69 said:
Hello everyone and hope all is well with you all.
I have a complaint about with reference to treatment I received from Casino Cruise.
Bonus terms and being accused of having a duplicate account.

Have been online gambling over 10 years now and never came up against this one so I am asking for your advise and help on this issue.

All started when I opened my account with the casino and started playing, I took the initial bonuses and never had any luck with these. I continued playing and had made over 20 deposits when gameplay started going my way and I cashed out £500. Less than half my deposits but a start I thought.

I was made a VIP pretty quick here and as with any casino that's got to be a plus..right..

As I have mentioned before I have been doing this over 10 years, my better half also is a player and over the years we have been members of many casino at the same time and neither of us has ever had a issue raised by any casino about this. Until now that is.

I was originally accused of having a duplicate account by Casino Cruise but this was not the case as both my account and the one my wife had were opened by ourselves individually and both validated by Casino Cruise individually.

Both of us used our own bank account and cards.

After a while I question why the withdrawal was taking so long and was told it was with the financial dept.

OK I thought that means it's on its way just new terminology for getting processed.

I deposited once more and gameplay was still good and got my £50 to £400 and cashed out thinking good only £300 down and had some good gameplay so can live with that.

Got a email telling me my funds were confiscated due to having broke the bonus terms and conditions due to both my wife and I having a account with the casino and taking a bonus on our individual accounts.

It is there in the very small print that no two players using the same address, computer and IP address can take the same bonus.

If anyone on here has a crystal ball i would love to have one to.

I have no idea what anyone else is upto on our home computer and why should I. Their money and spare time is theirs to do as they please and how am I to know what gambling they are doing, gambling is a private affair to the individual.

The manager of this casino is apparently a good guy according to this site and hope this is true and he steps in to make this right.

So to finish as I feel this casino is calling me a cheat and a lair, so why after not winning on any bonus would I deposit a further 20 plus times. Also why did the casino not inform me of this condition until I tried to make a withdrawal and then let me make a further deposit.

No fair play here whatsoever.

Sorry to go on but I hate being ripped off.
Click to expand...

Casino Cruise are EM I believe so will happily take deposit after deposit until it comes to cash-out time whereupon they will miraculously discover a reason not to pay you. EM sites are notorious for this, and the UKGC are aware of their lack of due diligence and taking no-lose deposits from players they will never pay winnings to.

That said, if you ever read casino terms ALL casinos have a term concerning only one account per address/IP or if not definitely regarding bonus duplication at any one home address/IP.

It should have been spotted at sign-up though.

Any couple living together or family members in one house should ALWAYS communicate about what sites they play at, for this reason.
 
Firstly as a fellow player I see your point and feel your pain.

However I have to point out that you were not ripped off as you mention the 'One per household' IS listed in the casinos Terms.

Now I have been playing online slightly longer than your good self (14 years) and I do know that certain terms are rigid and on occasion, depending on the individual circumstances other terms can be a bit more flexible.

The Onus is however on the player to check first if in these circumstances a mutual agreement can be reached.

I can take very well to your scenario as both me and the wife are daily players at one casino or another and do both have accounts which we use and take deposit offers on all the time.

The difference is though, I checked first with the individual casino, whether it involved an email to management or more often a private message to the respective rep on here.

On checking my account they would see that I was a regular/loyal player and not just a SUB or free hunter and would usually accomodate my/our request.

Most casinos have the 'one per' rule BUT checking first and 'asking nicely' me and the wife now play at Guts, Next, Redbet, Casino Luck, Roxy Palace and a few others without fear of reprimand.

All I can advise is that you PM the rep on here and explain a bit more in depth, give him the link to this thread and maybe try and reach a compromise if nothing else.

I have had dealings with this rep before and would like to think he will try and help you out of he can, allow him a few days to respond however as I do think rep's have more to do than just monitor CM :p

Good Luck

Try the top link first ;)

https://www.casinomeister.com/forums/members/37346/


https://www.casinomeister.com/forums/members/37810/
 
Thanks for the replys guys,

Live and learn I suppose.. must read all terms and conditions in the future..but will be staying away from EM casinos for ever.

Never came across this before as I said both me and the good lady play at lots of casinos and a lot of the the time the same sites.

I would take it on the chin if they had stopped me before making all the deposits I did.

Or adopted a fair play approach.

As mentioned before this must be a common occurrence with certain casinos as I appreciate you and your wife being open about what sites you play at and we are to but as I say never had a problem before and have checked my main playing site and they have no issues with this.

Well thanks for your time in replying and good luck.
 
Last edited:
Duplicate accounts

Looking at these T&C's of most casinos it is OK to each have a account but not take the same bonus.

£900 withdrawal lesson there for me.

However a large part of gambling is playing fair and I always do, however not everyone signs up to this I know.

My main point still stands why let me make so many deposits if they where always not going to pay out. Fair play not adopted here and can only say if they had been fair and stopped me early on I would still be playing here as I had as I've mention some good gameplay. They would have had the £900 plus back from me and a happy player into the bargain.

Beer time.
 
Looks tho you may have admitted the error but I would not give up or accept defeat that easily!

Still worth a PM to their rep, nothing to lose eh? you never know, stranger things have happened (although admittedly not usually in 'Casino Land')

Give it a shot and if you get lucky, mines a prepay voucher and a 4 pack of Carlin!
 
jonmincher said:
Give it a shot and if you get lucky, mines a prepay voucher and a 4 pack of Carlin!
Click to expand...

Here, I've sorted half your wish list for ya. :D

carlin.webp
 
Hello,

Have sent a PM to Sara the rep on here and will await her reply.

Well onwards and upwards, and Carling it is if any luck falls my way..
 
Steverc69 said:
Already conceded the rules part of this, crystal ball was for what anyone else in my house gets up to.
Click to expand...

So you dont know your wife is opening accounts and claiming bonuses at the same casino as you? Yet you are married and have a house together and know enough about online gambling to come to casinomeister?

OK Mate pull the other one.
 
Yip I know my wife likes a gamble and yip I share a house with her and that must obviously mean 2 + 2 = 4.

Everyone is entitled to their opinion mate and I respect that, when you are married yourself you will quickly realise you will never know everything about your better half. Or want to know!!

Maybe you are married and just lucky to have that special bond.

Good luck with that.
 
So if i understood correctly you took the bonuses(welcome?), lost them and then deposited with only cash and perhaps took a few reload bonuses? Big mistake of course but if your winnings would have come just pure cash deposits they should pay your withdrawals! Or do they have a rule that states only one allowed customer per ip?
 
Steverc69 said:
Yes that was the case, my winnings had no bonus attached to them but your correct in only one ip per house. Absolute robbers..
Click to expand...

Confused. How are they robbers if it's in their terms, you've conceded it's in their terms and you've accepted it's in their terms?
Others have mentioned chatting the rep and hoping for a positive outcome. Calling them robbers won't endear you to them.

Anyway, going forward, if ever you wish to play at a casino (both you and your spouse) rom the household, simply pm the rep and ask politely, or inform them - most are quite amenable to this. If not, you've asked beforehand. And surely you can chat the wife to not play the same casinos from home (or use the suggestion prior).
 
Robbers because they let me deposit a further 20 times after I had opened my account and took the bonus. Do you believe they didn't know 2 accounts at the same address had took a bonus before I had went on to deposit 20 plus times before getting a hot to withdraw?

However have took your point about same casino accounts..Spoke with the 2 of the 3 casinos we are both members of.Gala, Ladbrokes and no probs with them not got hold of 32red yet but played there for years and never a problem.

Will not be falling for this again.

As I said Robbers.
 
Steverc69 said:
Robbers because they let me deposit a further 20 times after I had opened my account and took the bonus. Do you believe they didn't know 2 accounts at the same address had took a bonus before I had went on to deposit 20 plus times before getting a hot to withdraw?

However have took your point about same casino accounts..Spoke with the 2 of the 3 casinos we are both members of.Gala, Ladbrokes and no probs with them not got hold of 32red yet but played there for years and never a problem.

Will not be falling for this again.

As I said Robbers.
Click to expand...

FWIW, taking what you say at face value, I think it is a shoddy rule. So what if you and the Mrs gamble online, isn't necessary for you to discuss every site you play at. Similarly, for people who share a house or net connection but have little to do with each other it isn't on.

That said, it is in the terms.

I don't like this kind of term and wonder what the UK courts would make of it under the Unfair Contract Terms legislation. Of course, I dare say it would be far more costly to take action than it would be to swallow the loss. In addition, It just so happens this is at a casino you play at, many others also have similar terms. Doesn't make them any more acceptable though.

For example, I can imagine in circumstances where a person has a dynamically allocated IP address which has already been used by someone else to sign up to a casino, arguably the terms could be used against them with absolutely no justification or recourse.
 
Thank you guys for your input and glad to hear that others are in agreement that this rule needs to go.

Have already approached the Casino Cruise rep but nothing they can or will do as he said it was down to the Financial Dept.

Have thought about small claims but as it's in their terms the only chance I would have really is the fact they took so many deposits after the initial one the offending bonus was attached to.
 
Steverc69 said:
Thank you guys for your input and glad to hear that others are in agreement that this rule needs to go.

Have already approached the Casino Cruise rep but nothing they can or will do as he said it was down to the Financial Dept.

Have thought about small claims but as it's in their terms the only chance I would have really is the fact they took so many deposits after the initial one the offending bonus was attached to.
Click to expand...

There is the free PAB service here if you want to check it out - https://www.casinomeister.com/forums/help/pab-rules/
 
interlog said:
I'm with the OP. If the casino refuses to pay out, they should refund all of his deposits. Refusing to do so is proper roguish behaviour.
Click to expand...

Agree. I for one won't play there whilst this is outstanding. In fact, I may never play there.

Potentially cost at least one customer.
 
I hate garbage like this.

This casino accepts 20 deposits after he breaks the TOS and the player has zero chance of ever winning and only losing.

Yet another casino free rolling a player.

His winnings did not come from that bonus. You took another 20 deposits after. So pay him his two cashouts. Thats fair.
 
citizenx said:
Agree. I for one won't play there whilst this is outstanding. In fact, I may never play there.

Potentially cost at least one customer.
Click to expand...

Thanks for your input guys and it's refreshing to know other players had enough of these unfair practices that some Casinos abuse. No win deposits are more common than I first thought and this needs to be addressed at some point legally.

Again thank you for you time and input.
 
I would like to invite the Casino Cruise rep to answer why all my deposits where accepted and only when I had a cash out opportunity that it came to light my wife also plays at this site.
 
To be fair Steve, this wouldnt have happened if you read the TOS properly. Not meaning to rub it in cause im sure youre pissed off as it is. But for the past however long, the growing amount of complaints about bonus issues has reached incredibly high levels. Sometimes the players fault and sometimes the casinos.

I play with bonuses maybe 10% of the time. And anytime I do, I read all the terms. I then ask support 3 questions. What is the max bet, Are there excluded games and is there a cap on winnings. If its a casino Ive played at once a long time ago, I will also ask them to search my details and make sure I havent made duplicate accounts, or some kind of issue with a sister casino that could come back to haunt me.

I then take a screenshot of their responses and the terms. This is in case a casino ever tries to screw me over. Its pathetic I feel the need to do this but again thats probably why I rarely play with bonuses. Just too much crap.

You should be taking precautions anyways given that you have another active gambler in your household that likes to play online slots too.

That being said, as per my response above. The casino is also wrong here.
 
lockinlove said:
To be fair Steve, this wouldnt have happened if you read the TOS properly. Not meaning to rub it in cause im sure youre pissed off as it is. But for the past however long, the growing amount of complaints about bonus issues has reached incredibly high levels. Sometimes the players fault and sometimes the casinos.

I play with bonuses maybe 10% of the time. And anytime I do, I read all the terms. I then ask support 3 questions. What is the max bet, Are there excluded games and is there a cap on winnings. If its a casino Ive played at once a long time ago, I will also ask them to search my details and make sure I havent made duplicate accounts, or some kind of issue with a sister casino that could come back to haunt me.

I then take a screenshot of their responses and the terms. This is in case a casino ever tries to screw me over. Its pathetic I feel the need to do this but again thats probably why I rarely play with bonuses. Just too much crap.

You should be taking precautions anyways given that you have another active gambler in your household that likes to play online slots too.

That being said, as per my response above. The casino is also wrong here.
Click to expand...

Yes indeed, your advise has been well taken in my household.

We have 5 adults and I know at least one of my grown ups likes a gamble, don't know about the other two as they seem to work and hibernate in their respective rooms.

Have brought this up with all in the house to be aware of pitfalls of online casinos terms but as you can imagine in reply I got a few grunts and nods of the head.

Your advise is odopted with me and will be very cautious in future.

Thank you.
 
Steverc69 said:
Hello everyone and hope all is well with you all.
I have a complaint about with reference to treatment I received from Casino Cruise.
Bonus terms and being accused of having a duplicate account.

Have been online gambling over 10 years now and never came up against this one so I am asking for your advise and help on this issue.

All started when I opened my account with the casino and started playing, I took the initial bonuses and never had any luck with these. I continued playing and had made over 20 deposits when gameplay started going my way and I cashed out £500. Less than half my deposits but a start I thought.

I was made a VIP pretty quick here and as with any casino that's got to be a plus..right..

As I have mentioned before I have been doing this over 10 years, my better half also is a player and over the years we have been members of many casino at the same time and neither of us has ever had a issue raised by any casino about this. Until now that is.

I was originally accused of having a duplicate account by Casino Cruise but this was not the case as both my account and the one my wife had were opened by ourselves individually and both validated by Casino Cruise individually.

Both of us used our own bank account and cards.

After a while I question why the withdrawal was taking so long and was told it was with the financial dept.

OK I thought that means it's on its way just new terminology for getting processed.

I deposited once more and gameplay was still good and got my £50 to £400 and cashed out thinking good only £300 down and had some good gameplay so can live with that.

Got a email telling me my funds were confiscated due to having broke the bonus terms and conditions due to both my wife and I having a account with the casino and taking a bonus on our individual accounts.

It is there in the very small print that no two players using the same address, computer and IP address can take the same bonus.

If anyone on here has a crystal ball i would love to have one to.

I have no idea what anyone else is upto on our home computer and why should I. Their money and spare time is theirs to do as they please and how am I to know what gambling they are doing, gambling is a private affair to the individual.

The manager of this casino is apparently a good guy according to this site and hope this is true and he steps in to make this right.

So to finish as I feel this casino is calling me a cheat and a lair, so why after not winning on any bonus would I deposit a further 20 plus times. Also why did the casino not inform me of this condition until I tried to make a withdrawal and then let me make a further deposit.

No fair play here whatsoever.

Sorry to go on but I hate being ripped off.
Click to expand...

What was the outcome of this? Did You get your money back?
Im in almost the same situation now, just a little higher amount.
Same site.... Feeling Ripped off.

The thing is i dident knew that the Other person in my Household even started an account , she just asked were i was Playing and later on started her own account.
Cant really see Why they are punishing me since i was following the rules.
Cant see how it Can be My fault if someone else starts up an account?
Delete hers account or whatever but dont touch mine!
 
Well anyway i PM:d the representative for the site, hope they are making things right.

Someone wrote that the owner of the site was a good Guy?
Hope that is true, and i hope this will end well.
 
Hello buddy,

This was my original point that I had no idea who else in my house was playing here.

Anyway I have had no luck getting my money from these pirates disguised as a cruise ship and it was actually Bryan the main man on here who said the manager was Awesome! !

They should be advertising with the Jolly Roger as their logo.

Good luck and keep me posted if you have any sort of result on the high seas...
 
Steverc69 said:
Hello buddy,

This was my original point that I had no idea who else in my house was playing here.

Anyway I have had no luck getting my money from these pirates disguised as a cruise ship and it was actually Bryan the main man on here who said the manager was Awesome! !

They should be advertising with the Jolly Roger as their logo.

Good luck and keep me posted if you have any sort of result on the high seas...
Click to expand...

Oh....really sad to hear. I will talk to their rep and let you know if ill have any luck.
 
Hirvo said:
I got almost the same problem as the thread maker.
Trying to get in touch with their rep but he aint replying My messages:/
Click to expand...

Hi, Max Drayman here. I handle the PAB and complaints sections of Casinomeister. I have received your PAB but it seems you did not take our good advice to read and follow the Pitch-A-Bitch FAQ as requested. Please do read the FAQ and resubmit your PAB, otherwise your PAB will be delayed and/or discarded.

Thank you for your cooperation.
 
maxd said:
Hi, Max Drayman here. I handle the PAB and complaints sections of Casinomeister. I have received your PAB but it seems you did not take our good advice to read and follow the Pitch-A-Bitch FAQ as requested. Please do read the FAQ and resubmit your PAB, otherwise your PAB will be delayed and/or discarded.

Thank you for your cooperation.
Click to expand...

I Read it but My English is not very good sorry, i Changed email adress and so on.
Hope its better now
 
Apologies for not replying sooner - i will sort out this issue of late replying on our side.

Please let me know if this covers the full situation or if you have something to add before i look into this.

Also, please PM me your username and email you used at our casino.

Thanks

Steverc69 said:
Hello everyone and hope all is well with you all.
I have a complaint about with reference to treatment I received from Casino Cruise.
Bonus terms and being accused of having a duplicate account.

Have been online gambling over 10 years now and never came up against this one so I am asking for your advise and help on this issue.

All started when I opened my account with the casino and started playing, I took the initial bonuses and never had any luck with these. I continued playing and had made over 20 deposits when gameplay started going my way and I cashed out £500. Less than half my deposits but a start I thought.

I was made a VIP pretty quick here and as with any casino that's got to be a plus..right..

As I have mentioned before I have been doing this over 10 years, my better half also is a player and over the years we have been members of many casino at the same time and neither of us has ever had a issue raised by any casino about this. Until now that is.

I was originally accused of having a duplicate account by Casino Cruise but this was not the case as both my account and the one my wife had were opened by ourselves individually and both validated by Casino Cruise individually.

Both of us used our own bank account and cards.

After a while I question why the withdrawal was taking so long and was told it was with the financial dept.

OK I thought that means it's on its way just new terminology for getting processed.

I deposited once more and gameplay was still good and got my £50 to £400 and cashed out thinking good only £300 down and had some good gameplay so can live with that.

Got a email telling me my funds were confiscated due to having broke the bonus terms and conditions due to both my wife and I having a account with the casino and taking a bonus on our individual accounts.

It is there in the very small print that no two players using the same address, computer and IP address can take the same bonus.

If anyone on here has a crystal ball i would love to have one to.

I have no idea what anyone else is upto on our home computer and why should I. Their money and spare time is theirs to do as they please and how am I to know what gambling they are doing, gambling is a private affair to the individual.

The manager of this casino is apparently a good guy according to this site and hope this is true and he steps in to make this right.

So to finish as I feel this casino is calling me a cheat and a lair, so why after not winning on any bonus would I deposit a further 20 plus times. Also why did the casino not inform me of this condition until I tried to make a withdrawal and then let me make a further deposit.

No fair play here whatsoever.

Sorry to go on but I hate being ripped off.
Click to expand...
 
LloydApter said:
Apologies for not replying sooner - i will sort out this issue of late replying on our side.

Please let me know if this covers the full situation or if you have something to add before i look into this.

Also, please PM me your username and email you used at our casino.

Thanks
Click to expand...

I was in about the same situation last sunday, they confiscated 3150£ i wrote 2 private messages to casinocruiserep but no response, hope we Can sort this out aswell.
 
Hirvo said:
I was in about the same situation last sunday, they confiscated 3150£ i wrote 2 private messages to casinocruiserep but no response, hope we Can sort this out aswell.
Click to expand...

I hope you have more luck than me, still no answer to my question why let me keep depositing when the casino knew I couldn't win regardless?
 
Hirvo said:
Have You PMed their rep so he Can investigate the matter?
I hope they sort this out for both of us!
Click to expand...

Yes but he said the financial dept would not do anything.
Really hope you have some luck mate and a happy ending but I have had none and to be honest I now stay away from certain casino operators. Good luck.
 
Tirilej said:
Didn't you submit a PAB? If you cancelled it then wait for the rep to respond but otherwise let Max do his job.


ps. No idea why you also dug up an old thread about them. To try and make them look bad doesn't make you look better.
Click to expand...

Glad you posted this!

Was in the middle of posting something very similar but had to pop out before I'd finished
 
LloydApter said:
Apologies for not replying sooner - i will sort out this issue of late replying on our side.

Please let me know if this covers the full situation or if you have something to add before i look into this.

Also, please PM me your username and email you used at our casino.

Thanks
Click to expand...

Quite a relief that Lloyd is looking at these issues. Based on what Bryan says about him all of the OP's troubles should soon be a thing of the past! Lloyd, please do also have a look at the issues posted at other sites regarding non-payment, issues with KYC, etc. Much appreciated!
 
Hello Everyone,

We have been in contact with Hirvo via PM. The player and his girlfriend opened 2 accounts the same day through the same affiliate.
Both players deposited 1000 SEK each and took our Special 150% welcome bonus. Hirvos profile was not completed and instead of his address the player wrote his email.

The player mentioned that his girlfriend opened an account without his knowledge. However, our investigation leads us to believe that this is not the case, and in fact the player opened 2 accounts himself.

As a part of T&C of every responsible online casino, a player cannot have two accounts originating from the same postal address.

Kind Regards,
Casino Cruise
 
CasinoCruiseRep said:
Hello Everyone,

We have been in contact with Hirvo via PM. The player and his girlfriend opened 2 accounts the same day through the same affiliate.
Both players deposited 1000 SEK each and took our Special 150% welcome bonus. Hirvos profile was not completed and instead of his address the player wrote his email.

The player mentioned that his girlfriend opened an account without his knowledge. However, our investigation leads us to believe that this is not the case, and in fact the player opened 2 accounts himself.

As a part of T&C of every responsible online casino, a player cannot have two accounts originating from the same postal address.

Kind Regards,
Casino Cruise
Click to expand...

First You call Steve a liar and now me?
Great job
So i stole her credit card and made a deposit then aswell? Or?
 

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