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Casino Cruise- Free Spin & Promotion Issues

Discussion in 'Casino Complaints - Bonus Issues' started by chris87, Jun 19, 2015.

    Jun 19, 2015
  1. chris87

    chris87 Senior Member

    Occupation:
    Run a bar
    Location:
    UK
    I'm having some issues with Casino Cruise. Firstly some weeks ago I won over £70 on free spins. The money was not added to my balance, bonus or otherwise, so I contacted CS. After some debate I was told it was a "technical glitch" and the money added. Fine, problem solved.

    Earlier this week I played some more free spins and won a small amount. Again the balance was not added. The following is my discussion with CS, most unusual-

    Crew Member 1: Hello, my name is Tanja, I’m your CasinoCruise hostess. How may I help you?
    You: hi, I won over £3.00 on free spins on Starburst but they haven't been added to my account?
    Crew Member 1: Can I have your username please?
    You: ******
    Crew Member 1: thank you, just a moment please
    You: ok
    Crew Member 1: which free spins?
    You: starburst
    You: I had 50
    Crew Member 1: ok, the winnings have to be wagered
    You: there no showing on my bonus balance, also the winnings aren't even showing so how can I wager them?
    Crew Member 1: they are not showing because you didn't wager them, also you can only play them on NetEnt games
    You: that's not correct, they should be showing on my balance even if I have to wager them and also in my bonus field
    Crew Member 1: not winnings with free spins
    You: first I've ever heard of this with any casino!
    You: also when I've got winnings from free spins at Casino Cruise they've shown on my balance!
    Crew Member 1: ok, let me check with EveryMatrix
    You: how would I know what I needed to wager if it's not showing???
    Crew Member 1: just a moment please, I'm still checking
    Crew Member 1: because you still have a remaining wagering requirement of GBP 121.20.
    Crew Member 1: As soon as you will complete the wagering requirement, the funds will be transferred to your normal balance.
    You: yes, but they're not showing in my bonus balance so how do I know what I have to wager???
    Crew Member 1: I told you how much you have to wager and free spin winnings don't show in your bonus balance
    You: ok, we'll leave it at that
    Crew Member 1: alright, have a nice day

    On another issue Casino Cruise offer a "Freebie Friday" promotion to those who have deposited during the week as I have this week. This is for all and is advertised on their website, not just VIPs I believe. When I asked what this week's offer was I was told I was not elegible as follows-

    Crew Member 1: Hi. My name is Sara and I am your Casino Cruise hostess. How may I help you?
    You: Hi, could you tell me what the Friday Freebie is this week please
    Crew Member 1: Please give me your username and I will check
    You: ******
    Crew Member 1: Unfortunately, there is no Friday freebie available for you today.
    You: There should be-
    You: If you make a deposit and play with us during the working week, you will be entitled to an automatic Friday Freebie to enjoy over the weekend. Check your inbox every Friday (Till 12pm GMT), or get in touch via our Livechat, to find out what the week’s Friday Freebie is. It’s our little thank you for not forgetting us between Monday and Friday.
    Crew Member 1: I will forward this to our VIP-manager.
    Crew Member 1: If it is okay? :)
    You: Well, not really, it's advertised on your website and I've deposited in good faith
    You: Its disappointing if the casino is not upholding what's advertised to its customers
    Crew Member 1: I am sorry that you feel that way. I will forward this to Simon and he will get back to you
    You: Ok, I look forward to his response
    Crew Member 1: Great, have a nice day :)

    Not major issues for me really, but concerning from an accredited casino. May be a training issue for the CS team? Let's hope these issues can be resolved.

    Chris
     
  2. Jun 23, 2015
  3. Batman

    Batman The Dark Knight MM

    Occupation:
    Nothing much
    Location:
    PokieLand
    I'm unable to see any issues here.
    The first time, they informed you what you had to do, and I assume you managed to do it?
    2nd time, they actually offered to spare you the trouble of contacting your vip manager yourself.
    It's not a bad example of support imho, you should check other topics and see how CSs from unaccredited casinos act and reply...
     
    1 person likes this.
  4. Jun 23, 2015
  5. hedgehok

    hedgehok Meister Member mm3

    Occupation:
    self-employed
    Location:
    Germany
    I didn't read the whole thing but I think I figured out what's the problem.

    The bonus money does not appear in any balance but when you open a (netent) slot the £3.03 will show up and you can start to wager them.
    I had a similar problem at Casinoluck (also EM) so that's probably the issue you are refering to. Just start wagering your bonus-money. As soon as you've completed the wagering it will be appear in your cash balance.
     
    3 people like this.
  6. Jun 26, 2015
  7. chris87

    chris87 Senior Member

    Occupation:
    Run a bar
    Location:
    UK
    Thanks both.

    In a nutshell the free spins had been added to the balance previously, but weren't on this occasion, then the Freeby Friday offer was refused for no reason even though I'd deposited during the week.

    Not big issues, just a little annoying.

    Chris
     
  8. Aug 20, 2015
  9. geordiecolin

    geordiecolin Senior Member CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    Last night I was awarded free spins. I managed to win something like £8 from those free spins and then encountered the same issues as the op. I too contacted CS and was informed the same thing. They do not shown until play through is completed and they only related to Netent games. Eventually I completed the x40 play through and won £44. I had no issues with requesting a withdrawal once I was ready too and so far it seems to be going through the system.
    So once again I am a happy bunny. However,I too find it very poor customer service and off putting to not be able to monitor ones progress during a play through. Surely it would not take much for them to add such a facility :lolup:
     
  10. Aug 20, 2015
  11. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Most, if not all EM sites which give FS are limited to Netent games for the WR only.

    I agree it is a PITA that you cannot check progress as you can with say a deposit bonus under the 'my account' section.

    However I'm pretty sure most of us bust before completing anyway lol so no biggie. Couple of ways of checking if players think they are 'close' tho, open a MG game, if balance shows Hey Presto! - If not, back to Starburst :p
     
    1 person likes this.
  12. Aug 20, 2015
  13. geordiecolin

    geordiecolin Senior Member CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    I was actually on Stickers and just prior to completing play through I was down to about 3 or 4 quid. I had 2 windows to casino cruise open and kept refreshing the 2nd window to check when my balance changed to credit. Then I got a big win and it was in my account. So twice I won from free spins in different casino's in 24hrs.
    What are the odds on that with these big play throughs? :p
     
  14. Aug 20, 2015
  15. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Not great lol!

    Can be done tho on occasion as you've proven!! Best I've ever done is around £300 from 10FS

    Big wins are like an Intelligent person on the Jeremy Kyle show tho!

    Edit: and 'No' I don't watch it just heard about it :p
     

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