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
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