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

[rogertb]

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 ...

 

[rogertb]

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

 

[Harry_BKK]

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.

 

[taximania123]

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.

 

[Jono777]

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!

 

[rogertb]

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.

 

[Harry_BKK]

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.

- 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:

https://www.casinomeister.com/forums/help/pab-rules/

 

[rogertb]

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.

 

[Harry_BKK]

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.

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

 

[Borgie]

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.

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

 

[Harry_BKK]

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.

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.

 

[rogertb]

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

 

[KasinoKing]

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

 

[LloydApter]

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 ...

Checking into this now - will get back to you ASAP Roger.

 

[rogertb]

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

 

[LloydApter]

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

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.

 

[lockinlove]

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.

Heres another one where a member has been trying and failing to get answers and was forced to file a PAB as last resort

https://www.casinomeister.com/forum...ling-to-verify-me-pl-advice-me.72020/?t=72020

 

[Jono777]

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

 

[lockinlove]

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

agree with this big time. Nothing worse for a player than to be left in the dark and frustrated.

 

[Tirilej]

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

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.

 

[lockinlove]

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.

If this is their best it is completely unacceptable.

This is the third thread in the past 3 weeks. And another PAB filed by another member. 4 complaints and 2 PAB and 3 threads and zero responses from the reps either on the forum or via PM. Even Brian had to message them the other day to try and get them to respond.

Instead players have been forced to PAB which in turn backs up Max all because the reps dont feel necessary to answer threads......until an affiliate has to send them a personal email to come in here.

This is not how an accredited casino should be acting.

 

[Borgie]

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.

I agree about using the pm settings and I am sure they are trying, if they get a pm it alerts there e mail though so why so slow to respond.

It shouldn't matter whether there hasn't been a thread about them for years . The day there is a thread within say 5 days or so they should be on it in my opinion.

 

[Jono777]

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.

Eh lol opposites in the same sentence Tirilej my friend

Now you know I agree with 99% of things you say and you've been a help to me over the months, for which I am grateful but I feel I'm going to have to disagree on this one!

They have not shown (either rep) an active presence in the forum properly for months now which yes I know they have a casino operation to run but surely anyone can spare 10 minutes a day!

Those 10 minutes could go a long way, for one they would possible avoid threads such as this one expanding to this.

PS: Recall my last interaction with one of their reps and you tried to help me and we ended up giving up.

 

[LloydApter]

If this is their best it is completely unacceptable.

This is the third thread in the past 3 weeks. And another PAB filed by another member. 4 complaints and 2 PAB and 3 threads and zero responses from the reps.

Instead players have been forced to PAB which in turn backs up Max all because the reps dont feel necessary to answer threads......until an affiliate has to send them a personal email to come in here.

Right, response needs to be immediate - at least a confirmation that the issue was noticed and is being looking into. I didn't receive notification on any of these threads so i will look into what is happening with our second rep account. Thanks.

 

[Tirilej]

I agree about using the pm settings and I am sure they are trying, if they get a pm it alerts there e mail though so why so slow to respond.

It shouldn't matter whether there hasn't been a thread about them for years . The day there is a thread within say 5 days or so they should be on it in my opinion.

True, you're both correct.
I guess I was defending Lloyd. I convinced him earlier to make sure another rep was in here dealing immediately with problems that occured. That rep have done a bad job but that's not his fault and I feel guilty

This casino is not any of my favourits though, especially after the thread I started and how they reacted about spam from affiliates.

 

[Jono777]

Right, response needs to be immediate - at least a confirmation that the issue was noticed and is being looking into. I didn't receive notification on any of these threads so i will look into what is happening with our second rep account. Thanks.

A quickly daily visit to CM will solve this, even if it is just a 'flying visit'

 

[lockinlove]

Right, response needs to be immediate - at least a confirmation that the issue was noticed and is being looking into. I didn't receive notification on any of these threads so i will look into what is happening with our second rep account. Thanks.

Im glad you agree that whats been going on isnt acceptable.

Hopefully you address these threads because all the complaints are serious and in relation to delays or non payments etc and players left completely in the dark. Or so it seems.

I try not to take sides in disputes until the investigation is complete but you give us little chance when nobody answers anything and all we see is the players who are affected visiting the forum every day stating they cant get ahold of anyone and no one is responding.

Glad to see you did arrive now Stick around for awhile

 

[LloydApter]

A quickly daily visit to CM will solve this, even if it is just a 'flying visit'

Our main rep account is CasinoCruiseRep and they should be receiving the notifications so I'm looking into what broke down here. I will see if i can be added to the notifications as well but they may be a limit on one notification per casino. Looking into fixing his on our side at the moment. Thanks again.

 

[rogertb]

I can now say that the monies have reached my account ... thanks mainly to the good offices of Casinomeister, I was getting nowhere on my own. What a great site.

A couple of observations, the payment was made to my main card account, why oh why could this have not been done originally and we could all have avoided three weeks of grief ? Why does it take Casinomeister getting involved to nudge them into action (and why was I being ignored as an individual). Do they not realise that their petty requirements (for physically signed and scanned documents, IBAN payouts etc etc) turn people off - I for one will never go back !

I could probably grumble on forever but am just relieved that it's now sorted and I can pay back my c/card !

Thanks again chaps ... Roger

 

[vinylweatherman]

Whether or not the rep received the notifications is irrelevant, this should have been handled via the regular channels, which the OP had used with no success for THREE WEEKS! This is SO bad that it might amount to a regulatory concern as in effect the players' money was "lost to the ether" after it had been supposedly paid out, and there was no real acceptance that this was a VERY urgent matter on the part of CS agents dealing with it.

Casinomeister reps are NOT a substitute for CS, so where a rep has to get involved in order to get an issue dealt with, this is a FAILURE, not a success, on the part of the casino.

 

[CasinoCruiseRep]

Hello Everyone,

Our Customer Support has been in contact with the player and the case was resolved to the players satisfaction.

We view this case as officially closed

Kind Regards,
Casino Cruise

I can now say that the monies have reached my account ... thanks mainly to the good offices of Casinomeister, I was getting nowhere on my own. What a great site.

A couple of observations, the payment was made to my main card account, why oh why could this have not been done originally and we could all have avoided three weeks of grief ? Why does it take Casinomeister getting involved to nudge them into action (and why was I being ignored as an individual). Do they not realise that their petty requirements (for physically signed and scanned documents, IBAN payouts etc etc) turn people off - I for one will never go back !

I could probably grumble on forever but am just relieved that it's now sorted and I can pay back my c/card !

Thanks again chaps ... Roger