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Casino Cruise say they've paid out - my bank says no !

Discussion in 'Casino Complaints - Non-Bonus Issues' started by rogertb, Mar 2, 2016.

    Mar 2, 2016
  1. rogertb

    rogertb Full Member PABnononaccred PABaccred

    Occupation:
    retired
    Location:
    UK
    Briefly after jumping through many many hoops to get verified I heard from Casino Cruise that my withdrawal had gone through (a little over £1K - OK nice but not 'profit' they did well out of the deal and, of course, have taken their money) but it didn't arrive at my bank despite giving them all the IBAN / Swift references etc. The 'Chat' rep last Friday said it had all gone through and I should contact my bank - the rep on chat yesterday said the same and there's no one available this morning. My bank is on-line, I guess I can try and get to a branch and make a fuss ... this is a big loss which, of course I cannot write off but don't know what to do ...
     
  2. Mar 2, 2016
  3. rogertb

    rogertb Full Member PABnononaccred PABaccred

    Occupation:
    retired
    Location:
    UK
    A quick update - I went to a branch of the bank (that's a new experience) and they, of course, said that there was nothing they could do and that it's down to the 'sender' of the money. I've just spent half an hour on live chat and have been assured that "the relevant info has been sent to finance" and I'll get an email with a response ... I'm not holding my breath. Can anyone advise me how I can escalate this if I need to please (I cannot afford to lose this money).

    Many thanks - Roger
     
  4. Mar 2, 2016
  5. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    If you can't get a proper response from the CM rep for CC then go ahead with a PAB. That will certainly get things moving.
     
  6. Mar 2, 2016
  7. taximania123

    taximania123 Experienced Member MM

    Occupation:
    se
    Location:
    uk
    surely theres a difference between then sending your info to the finance department (for payment) and actually making the payment? There could easily be a delay between the two ?
    Given the write up on here perhaps you should maybe give them a little more time or better still email and ask for the details of the payment times dates and destination account ?


    Note from the Meister:
    Lloyd Apter is the Chief Marketing Officer and has a huge influence on how this casino is run. I've known Lloyd professionally for over a decade and can attest that he is conscientious, fair, and whose business ethics are unquestionably rock solid.

    I am 100% certain that as long as Lloyd is involved with this casino, both players and affiliates will be treated with efficiency and fairness.
     
  8. Mar 2, 2016
  9. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Just a suggestion/idea of what might have happened.

    I had a very similar scenario as you describe just before Christmas (Different Casino nor Casino Cruise)

    I made a withdrawal via the same method as you describe after pending period plus another couple of days had elapsed, still no dosh!

    Contacted the casino, informed as you were, all good their end, down to your bank.

    A week later, still nothing, contacted casino again, still couldn't shed any light but assured me that they had paid out.

    Finally after 10 days (and still no cash!) the casino told me that the PMOP (payment method) had failed and that the funds were on the way back to them but currently in 'Cyber Space'

    'We will try again' they said, I suggested at this point that I make another deposit, this time via Skrill thus activating an alternative payment option to which they could pay me out.

    They refused and said that they will try the IBAN/BIC bank transfer method once more.

    Long story short, it failed again and they then asked me to go ahead with my Skrill idea!!!

    My point is that for some reason on occasions, IBAN/Trustly/bank transfers etc fail and the casinos are not immediately aware of this fail.

    If it turns out this is the case with yourself I would suggest maybe trying what I did, see how you get on with the rep first.

    Good Luck!
     
  10. Mar 3, 2016
  11. rogertb

    rogertb Full Member PABnononaccred PABaccred

    Occupation:
    retired
    Location:
    UK
    Thanks for the contributions chaps ... another day and no money in the bank and NO response from the rep here or email help and I mean NO response from their help desk so whilst I've asked them three or four times over the last four days for information and getting the normal:

    "For your reference, Case #00149397: "Withdrawal - PLEASE HELP" has been created and one of our qualified crew members will respond shortly."

    This is beginning to really affect me - it is so frustrating as I feel I'm banging my head against a brick wall ... I've asked for and await the details of payment time and destination account etc but have heard nothing.

    They have all my ID details and alternative methods of payment - 3 credit/debit cards and IBAN details of my other bank account so they could easily payout using another method.

    For me to be fair to them what are the guidelines ... how long should I leave it before I use PAB ?

    Thanks again chaps, surprisingly comforting to know there is a sympathetic ear somewhere.
     
  12. Mar 3, 2016
  13. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    - you tried their casino support
    - you tried to contact the CM rep with no response
    - you waited days and nothing happened

    PAB NOW!!!



    Make sure you read all the FAQ and fill out the form completely and truthfully:

    http://www.casinomeister.com/forums/faq.php?faq=cmfaq_pab
     
  14. Mar 3, 2016
  15. rogertb

    rogertb Full Member PABnononaccred PABaccred

    Occupation:
    retired
    Location:
    UK
    Thanks for that Harry - I'll try the rep again and give them one more day then PAB !

    Just another thought/observation ... I used to really enjoy playing but this and several other slow payout experiences have ruined it for me. (888 told me this morning that I should wait 8 working days) I wonder if these operators realise just how many players they are losing through these poor practices.
     
  16. Mar 3, 2016
  17. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    If i can give you some advice as i prefer fast payments for my "rare" withdrawals.

    Play at:

    Videoslots
    Bet-AT/Slotty
    Redbet/Whitebet
    Energy
    Guts/Betspin/Rizk
    Casino Luck / Next (note: EM license, if you self-excluded at other EM sites don't register here)
    Mr. Green

    At all of those i waited max. 8hrs for my withdrawals to Neteller/Ecopayz, in most cases less than 1hr. Especially, VS has paid in a mere few minutes in the past few weeks.

    No point spoiling your entertainment with payment issues :eek:
     
    1 person likes this.
  18. Mar 3, 2016
  19. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom

    Sorry to hear about this. Please, if there rep does not respond alert Max or Bryan - responding in a reasonable time is a requirement of being accredited here and is they are not doing it then Max and Bryan need to know
     
    1 person likes this.
  20. Mar 3, 2016
  21. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Roger,

    i just checked and the "CasinoCruiseRep" was last online at CM on 26th Feb. Hence, i wouldn't hold my hopes too high that you will receive an answer quickly.
     
    1 person likes this.
  22. Mar 3, 2016
  23. rogertb

    rogertb Full Member PABnononaccred PABaccred

    Occupation:
    retired
    Location:
    UK
    Yep - I contacted the "Rep" (using the link on accreditation list page) on 1st March and again this morning - no response ... I'll leave it 24 hours
     
    2 people like this.
  24. Mar 3, 2016
  25. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    I've just sent an e-mail to my contact at the casino, pointing them to this thread.

    The forum rep SHOULD automatically get an e-mail when someone PM's... but it has been know to fail from time to time.

    KK
     
    2 people like this.
  26. Mar 3, 2016
  27. LloydApter

    LloydApter Official Rep for <a href="http://www.casinomeister

    Occupation:
    CMO, Affiliate Director
    Location:
    Malta
    Checking into this now - will get back to you ASAP Roger.
     
  28. Mar 3, 2016
  29. rogertb

    rogertb Full Member PABnononaccred PABaccred

    Occupation:
    retired
    Location:
    UK
    Thanks lloyd and I have had a response from Emma Olden, things are looking up ! How good is this site, I don't know what I would have done without it (and what a pity that it's not until I made a fuss here that anything is getting done). I'll keep updating, when I get back to the computer, later today.

    As ever thanks to all contributors.

    Roger
     
  30. Mar 3, 2016
  31. LloydApter

    LloydApter Official Rep for <a href="http://www.casinomeister

    Occupation:
    CMO, Affiliate Director
    Location:
    Malta
    Thanks KK - didn't know about this until Janir just forwarded me your email - thanks for the heads up - appreciated! (yes back from he short cruise lol) Onto the issue and will have it sorted asap.
     
  32. Mar 3, 2016
  33. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    Heres another one where a member has been trying and failing to get answers and was forced to file a PAB as last resort

    http://www.casinomeister.com/forums/showthread.php?t=72020
     
  34. Mar 3, 2016
  35. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    With the greatest genuine respect Lloyd I do feel you need to 'show your face' more often here at CM.

    There have been a handful of negative threads regarding Casino Cruise of late, some of which were quite surprising reads for an accredited and respected casino.

    Maybe some of these could have been 'nipped in the bud' or solved nice and early if you'd been in the house :)
     
    3 people like this.
  36. Mar 3, 2016
  37. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    agree with this big time. Nothing worse for a player than to be left in the dark and frustrated.
     
    1 person likes this.
  38. Mar 3, 2016
  39. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    They have two reps and I guess it's suppose to be the CasinoCruiseRep who should be in mostly.
    Sometimes they have a few of days off, and sometimes they don't know it's a thread here immediately when it's ben quiet for months.

    I'm not saying that they are handling things the best, but I do believe they are doing the best they can.

    They can choose though to tell when they are away by using the pm-settings. That way members knows immediately when they will come back.
     
    2 people like this.

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