casino cruise problems

[beaker654]

Hi Guys, I am new to this site and am looking for a bit of advice. I joined casino cruise and deposited £1200, the mobile site was attrocious with slots freezing, bonuses not working properly and being thrown out of slots back to the main menu. I made a complaint, the software is provided by everymatrix however they are not the operators of the casino.

casino cruise contacted everymatrix to find out what the problem was with the games. Today I reveived an email from casino cruise saying that they had blocked my account because I closed my account with guts casino due to a gambling problem(totally unrelated to casino cruise) apart from the fact they use everymatrix as their software provider.

Can they do this? They are refusing to refund my deposits, I have never intimated a gambling problem to them and they are taking the word of a totally unconnected casino. It just seems extremely unfair. Am I wrong?

 

[Googobucs]

Hi Guys, I am new to this site and am looking for a bit of advice. I joined casino cruise and deposited £1200, the mobile site was attrocious with slots freezing, bonuses not working properly and being thrown out of slots back to the main menu. I made a complaint, the software is provided by everymatrix however they are not the operators of the casino.

casino cruise contacted everymatrix to find out what the problem was with the games. Today I reveived an email from casino cruise saying that they had blocked my account because I closed my account with guts casino due to a gambling problem(totally unrelated to casino cruise) apart from the fact they use everymatrix as their software provider.

Can they do this? They are refusing to refund my deposits, I have never intimated a gambling problem to them and they are taking the word of a totally unconnected casino. It just seems extremely unfair. Am I wrong?

Do they owe you any money? Do you have outstanding withdraws that have not been paid or funds in your account that are due to you?
If not, then move on.
They are a private business and they can choose to have you as a customer or not(with some legal exceptions in some countries. I'm not a lawyer so google it if you think this is you).
If they don't want to allow players that have admitted to a gambling problem to anyone in the past they can do that. IMO that even seems like a responsible thing for them to do.

I'm sure there are plenty of other places willing to take your money. I would not lose any sleep over this.
Stick to the accredited list so you don't have other problems
Link Outdated / Removed

 

[PaaskeDenmark]

Do they owe you any money? Do you have outstanding withdraws that have not been paid or funds in your account that are due to you?
If not, then move on.
They are a private business and they can choose to have you as a customer or not(with some legal exceptions in some countries. I'm not a lawyer so google it if you think this is you).
If they don't want to allow players that have admitted to a gambling problem to anyone in the past they can do that. IMO that even seems like a responsible thing for them to do.

I'm sure there are plenty of other places willing to take your money. I would not lose any sleep over this.
Stick to the accredited list so you don't have other problems
Link Outdated / Removed

Googobucs. I am a bit shocked over your last lines and also giving him the accredited list?

When clearly that this new member needs is to seek help and keep away from gambling. It is mentioned but cleared beaker654 only worry shows to be problems with slots freezing etc. And then now that they have confiscated winnings and deposits. Stating is it okay for them to not refund deposits.

No it is not okay for them to keep deposits. You won so they should pay up and then close account down. And you should not be gambling should you? I would advise you get help asap as clearly you closed your account at Guts because of a problem? So I am very surprised about your actual post here. To make myself clear are you not seeking help as well?

EDIT: Please ignore my comments about it is not okay to keep deposits. Of course it is if they have been lost I though at first that they had confiscated winnings and deposit so sorry about this.
So also sorry to Googobucs I do agree lot more now in your comments please ignore most of what I had to say.

 

[rainmaker]

.

Sorry to hear about your problems.

Casino Cruise has a rep on this forum. I suggests you send him a message with a heads up about your thread:

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

I generally agree with what Googobucs said.

If they closed your account because they had reason to believe you have a gambling problem, then this may be the responsible thing to do (as long as they don't owe you any money).

Casinos in general usually "never" refund deposits that have been lost.

Good luck!

 

[beaker654]

thanks

Thanks for the reply guys. Thought I would ask those in the know. I think my main problem is the fact that i am worried that the casino are going to use the problem gambling as an excuse to Ignore the actual basis of my complaint. Guess we will just wait and see. Thanks again for the advice.

 

[MobilaCasino]

Sorry to hear about your problem. I will take extra caution with Casino Cruise, a place where I planned to get started playing soon.

 

[chayton]

Actually, if they closed the OP's account ONLY because of the gambling problem issue, then shouldn't the casino refund deposits? If the player had won and tried to cash out, they wouldn't have paid him anyhow, so there was no way for the player to come out ahead.

 

[beaker654]

thanks

Hi folks, I have been contacted by representatives of casino cruise. They are corresponding with me regarding my complaint and I will update you as soon as I find out whats happening.

 

[CasinoCruiseRep]

Hello all,
Casino Cruise will take this issue with the player and will update the forum with the results.

 

[beaker654]

thanks

Hi folks, casino cruise have contacted me regarding this issue. They have stated that they will refund my deposits in line with there responsible gaming conditions and that a technical oversight led to me being allowed to open and account with them. I will update this complaint once I have received my fund. All in all casinocruise and everymatrix are responsible enough to admit when mistake were made and sort them. Again once I have received my refund I will update this forum.

 

[dunover]

Actually, if they closed the OP's account ONLY because of the gambling problem issue, then shouldn't the casino refund deposits? If the player had won and tried to cash out, they wouldn't have paid him anyhow, so there was no way for the player to come out ahead.

I do believe that is actually in the regulations somewhere, especially in the UKGC. Bets shall not be taken and winnings not paid out should a dupe account of one closed due to problem gambling be spotted, or if the casino closes the account themselves as they suspect or have info about the depositors problem gambling.
I think the idea is to return deposits and not pay any winnings. As winnings wouldn't have been paid, then the deposits are void and should be refunded?
Perhaps Vinyl can point us to the rules on this, as he's in the Law Society...

 

[Tirilej]

I do believe that is actually in the regulations somewhere, especially in the UKGC. Bets shall not be taken and winnings not paid out should a dupe account of one closed due to problem gambling be spotted, or if the casino closes the account themselves as they suspect or have info about the depositors problem gambling.
I think the idea is to return deposits and not pay any winnings. As winnings wouldn't have been paid, then the deposits are void and should be refunded?
Perhaps Vinyl can point us to the rules on this, as he's in the Law Society...

I don't think it's always that easy.
If it was then problem gamblers could try and deposit knowing that if they are caught or not, they could always try and get their deposits back. That way they always win.

This case was different since the player couldn't know they would be stopped.

 

[chayton]

Was it last year or the year before there were a bunch of people self-excluding and then opening an account at a partner casino and then if they won, trying to cash out - if they were denied they'd get their deposits back, and if they lost, they'd ask for their deposits back too saying that they shouldn't have been allowed to open the account - in effect making their gambling risk-free. Max posted about it in the PAB summary or in the awards thing (evil players?) or somewhere.

In this case (as Tirilej pointed out ) the player had no way to know that excluding from one casino on the EveryMatrix platform would effect their play on every casino on that same platform, since the casinos aren't related.

Actually I'm glad that the player posted, because it would be good for other players to be aware of. I'm wondering if this is a policy that affects ALL casinos on this platform or if it's just up to each individual casino?

 

[beaker654]

casino cruise have put things right.

Hi folks,

Just a little update. Casino cruise and everymatrix have put things right and refunded my deposits.

I now consider this complaint to be closed and have asked evermatrix to make sure that I cannot register or play on any sites operated by them as they should have done in the first place.

Thanks again.

 

[legenden1]

Another Casino Cruise problem

I´ve got another problem with this casino when I played a couple of weeks ago.

I made a deposit and took a 50% bonus, 300 SEK deposit and 150 SEK bonus giving me a start balance of 450 SEK. I played and was going downhill until my very last bet where I had to reduce the lines on DOA from 9 to 8 to give it a last spin. On that spin I hit freespins and won a couple of hundred. These winnings then disappeared when I switched to another game, my balance was zero! I fired up livechat who couldńt give a reasonable explanation and kept saying that I had to fullfill the wagering requirements I contacted the rep here who said he was going to look into it but haven´t gotten back in 2 weeks although I have reminded him.

I´ve never encountered this problem before. In my mind this balance would have added up and I would be able to continue to clear the requirements. They behave like the last part of the balance isn´t usable.

Anyone had similar experiences?

 

[marbul1943]

casinocruise

Hi folks,

Just a little update. Casino cruise and everymatrix have put things right and refunded my deposits.

I now consider this complaint to be closed and have asked evermatrix to make sure that I cannot register or play on any sites operated by them as they should have done in the first place.

Thanks again.

Hi beaker, who solved your CC problems?

Security office, vip agents, reps here?

regards

marcos

 

[maxd]

Hi beaker, who solved your CC problems? ...

Enough with the cross-posting! See https://www.casinomeister.com/forum...-casino-did-not-pay-2000-euro-winnings.65513/

Thread closed.