Question Casino Cruise ridiculous KYC procedure

Chiumento

Dormant account
Joined
Oct 30, 2016
Location
Lincolnshire, UK
Evening all, first post! I've been playing online for a number of years, recently opened an account with Casino Cruise, initially impressed with the site and its choice of slots. About a month in I finally had some luck and won £1200. Then the hell started! I have been 5 days now trying to pass their unbelievable KYC procedure! I have sent mobile phone bills, letters from my council, utility bills, pay slips, and finally my BT bill, and I am still yet to have my withdrawal processed! Their customer service is shocking and getting a reply is almost impossible. I always expect a verification stage but this has become ridiculous! I feel stressed, and completely fed up! I'm sure others have had this experience, I just wanted to warn anyone thinking of joining...DONT! I wish casinos would just get the verification stage done on registration, and CasinoCruise should certainly make it easier! I fear I will never get my winnings!!
 

jjezebel37

Dormant account
Joined
Nov 20, 2011
Location
Belfast (Northern Ireland)
Evening all, first post! I've been playing online for a number of years, recently opened an account with Casino Cruise, initially impressed with the site and its choice of slots. About a month in I finally had some luck and won £1200. Then the hell started! I have been 5 days now trying to pass their unbelievable KYC procedure! I have sent mobile phone bills, letters from my council, utility bills, pay slips, and finally my BT bill, and I am still yet to have my withdrawal processed! Their customer service is shocking and getting a reply is almost impossible. I always expect a verification stage but this has become ridiculous! I feel stressed, and completely fed up! I'm sure others have had this experience, I just wanted to warn anyone thinking of joining...DONT! I wish casinos would just get the verification stage done on registration, and CasinoCruise should certainly make it easier! I fear I will never get my winnings!!
Try contacting the rep Lloyd. They are accredited here.


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

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
The bills all have to be less than 3 months old, and prepared "just right" before sending.

Make absolutely sure that the entire piece of paper can be seen, as some scanners tend to crop the page based on the writing, and what casinos need to see are the full page, including the "white space" that is the margin.


Unfortunately, casinos are not at all helpful when it comes to offering guidance to players about how to prepare the bills, they simply give a "yes, no" verdict to any sent in. This can lead to players who have an obscure issue, such as their scanner cropping the edges or corners, trying again and again and feeling that the effort is futile because the whole thing is a scam designed to never let them be paid.

Luckily, the CMA is investigating this kind of issue, where complex terms and procedures are making it too hard for players to claim their winnings. This is really a "complex procedure" rather than an issue with "smallprint", but the cause is the lack of guidance for players on how, exactly, they should prepare and send the documents. It's usually a simple "scan a bill less than 3 months old and send it in".

Mobile phone bills tend not to be accepted, but a landline bill, letter from the council, and utility bills should be no problem.
 

Mouche12

Kitty Lover
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Hang in there Chiumento, you WILL get paid eventually after you've PMed the rep. Whatever you do, don't touch that balance, that's what they're hoping for.

... and welcome to the forum!:)
 

slotter999

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Joined
Oct 22, 2013
Location
UK
Mouche is on the money there - don't fall into the reverse your withdrawal trap.

I hope you vote with your feet once you finally get paid.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Welcome to the forum.

However, have to repeat myself: Get verified before you deposit!!! .....prevents this kind of situations and the stress that is coming with it.

If a casino refuses to verify you upfront then never play there. I told those, who tried this old trick of the trade, that I will not deposit until I am fully verified and suddenly....hey, presto, send the docs, we will do the KYC.....never waited more than a few hours to receive the OK.

Hope you get it sorted soon but CC have some chequered past here at CM regarding KYC problems, so please, please, please don't do them the favor to play it all back because that is all they want. Worst case we had was this one here where they screwed an old lady out of her winnings by refusing to verify her: https://www.casinomeister.com/forum...-not-willing-to-verify-me-pl-advice-me.72020/ ...interestingly they verified her/locked her account exactly at the moment she had lost all her winnings....so be warned!!
 

jjezebel37

Dormant account
Joined
Nov 20, 2011
Location
Belfast (Northern Ireland)
Welcome to the forum.

However, have to repeat myself: Get verified before you deposit!!! .....prevents this kind of situations and the stress that is coming with it.

If a casino refuses to verify you upfront then never play there. I told those, who tried this old trick of the trade, that I will not deposit until I am fully verified and suddenly....hey, presto, send the docs, we will do the KYC.....never waited more than a few hours to receive the OK.

Hope you get it sorted soon but CC have some chequered past here at CM regarding KYC problems, so please, please, please don't do them the favor to play it all back because that is all they want. Worst case we had was this one here where they screwed an old lady out of her winnings by refusing to verify her: https://www.casinomeister.com/forum...-not-willing-to-verify-me-pl-advice-me.72020/ ...interestingly they verified her/locked her account exactly at the moment she had lost all her winnings....so be warned!!

Harry I just knew you'd pop on and say this.
Actually, I don't open new accounts much but I have started to do this and it's way safer.
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
Location
Northants
This casino is known for doing this, They are a site that will pay, But do not let it get to you, Hold on and DO NOT spend it, Like VWM said make sure all 4 corners are showing, Hell knows why casino want 4 corners, Abit overboard there
 

charpet55

Full Member
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Nov 12, 2010
Location
australia
This casino is known for doing this, They are a site that will pay, But do not let it get to you, Hold on and DO NOT spend it, Like VWM said make sure all 4 corners are showing, Hell knows why casino want 4 corners, Abit overboard there

Hi.

Same thing happened to me , get payed and give them the flick there are more honest casinos out there.
 

The Blue Anchor

Non-Gambler
Joined
Jan 11, 2015
Location
UK
Casinocruise have just opened a sister casino "Spinit'.

You can open an a/c at Spinit even if SE'd from Casino Cruise - and live chat confirmed to me they would also SE you, but only as part of the verification process. So the EM trick - let you play as long as you lose. Not good enough.
 

Chiumento

Dormant account
Joined
Oct 30, 2016
Location
Lincolnshire, UK
Thanks all, finally been verified! Haven't had the withdrawal processed yet though! Now on day 6! Crazy. Have also requested to close the account which they have done promptly. So certainly won't be playing it back. Wait and see how long the withdrawal takes now. Shocking practices!!
 

kavaman

Senior Member
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Dec 2, 2001
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finland
I highly doubt that you can make an account at spinit if you have been self excluded from casino cruise. Live support must have told this? Im pretty sure its not true, since all everymatrix casinos basicly deny winnings if you have been self excluded from another everymatrix site.
 

brianmon

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mm4
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May 22, 2013
Location
Cumbria
I highly doubt that you can make an account at spinit if you have been self excluded from casino cruise. Live support must have told this? Im pretty sure its not true, since all everymatrix casinos basicly deny winnings if you have been self excluded from another everymatrix site.

Unless EveryMatrix have changed their procedures recently. you WILL be able to register at another EM casino, even if SE'd elsewhere.
They don't, or at least, didn't, make any checks UNTIL a withdrawal was requested and/or KYC checks were made.

That's why there are so many problems
 

slotter999

Dormant account
Joined
Oct 22, 2013
Location
UK
Unless EveryMatrix have changed their procedures recently. you WILL be able to register at another EM casino, even if SE'd elsewhere.
They don't, or at least, didn't, make any checks UNTIL a withdrawal was requested and/or KYC checks were made.

That's why there are so many problems

In my case they only enforced SE once I made withdrawals which had put me into profit. Withdrawals whilst I was down overall were processed perfectly fine and for reasonably large amounts sums of money.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
In my case they only enforced SE once I made withdrawals which had put me into profit. Withdrawals whilst I was down overall were processed perfectly fine and for reasonably large amounts sums of money.

Well, that is very damning indeed! This is a clear breach of the UK regulations, and they can't argue that they are not manipulating the SE system for their own ends because they should have done the full KYC once you were withdrawing "large sums", which is where the SE check should have been done even with EMs shoddy system.

It suggests that they are not checking for SE until a player not only submits a withdrawal, but on that puts them in profit at the site. This is where they break the RG regulations because they are using it to prevent SE players from ever being able to win more than their net deposits, but are happily taking bets from "problem gamblers" for so long as they are losing money to the casino. The whole point of these regulations is to stop people from being able to play if they have a gambling problem, and it's losing even more money whilst trying to win back past losses that is by far the biggest problem.
 

slotter999

Dormant account
Joined
Oct 22, 2013
Location
UK
Well, that is very damning indeed! This is a clear breach of the UK regulations, and they can't argue that they are not manipulating the SE system for their own ends because they should have done the full KYC once you were withdrawing "large sums", which is where the SE check should have been done even with EMs shoddy system.

It suggests that they are not checking for SE until a player not only submits a withdrawal, but on that puts them in profit at the site. This is where they break the RG regulations because they are using it to prevent SE players from ever being able to win more than their net deposits, but are happily taking bets from "problem gamblers" for so long as they are losing money to the casino. The whole point of these regulations is to stop people from being able to play if they have a gambling problem, and it's losing even more money whilst trying to win back past losses that is by far the biggest problem.

Yep I'm straight up certain of that. The withdrawal was several thousand pounds and processed by casinoluck with full KYC checks performed so they knew exactly who I was. Only when I went into overall profit at playhippo did they suddenly find the SE (which I'm still unsure of the exact nature of to this day).
 

spintee

Ueber Meister
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mm2
Joined
Mar 21, 2012
Location
Northants
Yep I'm straight up certain of that. The withdrawal was several thousand pounds and processed by casinoluck with full KYC checks performed so they knew exactly who I was. Only when I went into overall profit at playhippo did they suddenly find the SE (which I'm still unsure of the exact nature of to this day).

Thats terrible, That is full blown proof of what they are doing,

Now if the U.K regs and other regulations had just a slight bit of knowledge than they would be struck off or at least a huge fine, And told to pay back all deposits

In reality this has to be one of the biggest casino scandals of all time, Taking deposits untill a withdraw is hit, Only paying back the last deposit, Or if paying out withdraws than untill such time player is in profit, There is a lot more too it but I seen what was going on a long time back,

Not only that but look at the licence they was passing out to rouge sites
 
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