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Casinocruise doesn´t pay > 12K

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Senfpott, Apr 8, 2015.

    Apr 8, 2015
  1. Senfpott

    Senfpott Full Member PABnoaccred

    Hi there,

    at first, please forgive me my bad english. I´m from germany and english is not my native language.

    So, this is my 12K-Problem with casinocruise:
    I openened an account and did 2 deposits of 50,00 EUR. With the second deposit I won over 12K EUR playing several slots. The run of my life!

    So, after playing I wanted to do a withdrawal. The maximum Amount was EUR 2.300 and I had to send some documents. I did that like I did in many other casinos. 2 hours later my account was blocked. I got no message about that from casinocruise. So I talked to the support via livechat. There I was told that the account is blocked because they have information, that I self excluded me from another casino in the same network (Everymatrix)

    Since that, I got no information of what´s going on....

    It´s the truth, that I closed some casino accounts via self exclusion. I always do that, when I decide not to play in a casino anymore. Just to prevent hackers abusing the account.
    I read the Terms of casinocruise but I couldn´t find any hints, that I did any wrong things....

    I´m playing in onlinecasinos for years and I never had any problems. Now, after my biggest win of all times, the trouble starts....

    Any ideas how to go on?


    1 person likes this.
  2. Apr 8, 2015
  3. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    House-Husband and Casino Advisor
    Bexhill on sea, England
    First please send the casino representative a Private Message about your problem by following this link: http://www.casinomeister.com/forums/private.php?do=newpm&u=37810

    After giving them a reasonable amount of time, if they do not put things right to your satisfaction, you can Pitch-A-Bitch.
    This is CasinoMeister's FREE service to help players with problems at non-rogue casinos.

    To submit your PAB, click here: Pitch-A-Bitch
    Be sure to read ALL the terms for submitting a PAB, including the Frequently Asked Questions here: PAB FAQs

    ... and welcome to the forum! :thumbsup:
    6 people like this.
  4. Apr 8, 2015
  5. Senfpott

    Senfpott Full Member PABnoaccred

    Wow! thanks for your fast answer. I´ll check it out.
    So, you see chances to get the money?

  6. Apr 8, 2015
  7. chris87

    chris87 Senior Member

    Run a bar
    Good advice.

    I think the industry needs to be clear that if you self exclude from one casino, whether or not that exclusion covers the whole group. If this is the case ideally you should be on a list which precludes you from even opening an account at the same group which would avoid situations like this. I've even heard of casinos voiding winnings because a player self excluded from a casino outside their group, but used the same software providers e.g. IGT or MG, which seems to be pushing things a bit far!

    Anyway, as Casino Cruise are going for accreditation here I'm sure this will be sorted out one way or another.

  8. Apr 8, 2015
  9. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    House-Husband and Casino Advisor
    Bexhill on sea, England
    My opinion ONLY, is that unless it specifically states in the T&Cs at Casino Cruise that self excluding from other casinos is a reason to confiscate your winnings, then I believe you should be paid in full.

    When you self-excluded elsewhere, did you give "gambling problem" as the reason?
    This MIGHT have an effect on the outcome.

  10. Apr 8, 2015
  11. bigjohn

    bigjohn Dormant account

    Swimming Pool Serviceman
    Northeast Coastal USA
    Self exclusion usually denotes some kind of gambling problem, perhaps in the future you should close accounts that you no longer wish to use.

    I seems that many casinos will fight you tooth and nail to not close your account with them but be persistent and demand that it be closed and that you get some kind of documentation, like an email, showing that it has been closed.
  12. Apr 8, 2015
  13. Senfpott

    Senfpott Full Member PABnoaccred

    I could´nt find any hints in the T&C´s but my english isn´t as good as it should be :what:

    Most casinos don´t ask about the reason for a selfexclusion. But some casinos ask and it happened to me, that the only reason they accept is, "gaming problem". So I´m not really sure about that....
  14. Apr 8, 2015
  15. Jory

    Jory Guest

    When I signed up to casinocruise I noticed it said everymatrix in the address bar when playing a game. I immediately stopped as I had just started playing and was slightly ahead. I went on live chat to ask if it was okay for me to be playing here as I'm excluded from several other EM casinos.

    Live chat contacted EM directly and confirmed that I should have no issue playing at casinocruise while excluded elsewhere. I didn't feel 100% confident though with their response so I contacted the Rep here to ask the same question. After 8-9 days he got back to me and said that I am not allowed to play there as it goes against the regulations that serve to protect players from over-gaming.

    The strange thing is my account was never closed and I'm still receiving email promotions although I would never deposit there anyway. Live chat said I could play, the rep said I couldn't. How can players know which is correct when even the staff seem confused by the laws.

    I have a screenshot of my live chat conversation as proof that I was told I could play there even while excluded at other EM casinos.
    6 people like this.
  16. Apr 8, 2015
  17. Senfpott

    Senfpott Full Member PABnoaccred

    Wow, doesn´t sound good! Would you share your screenshot with me?
    1 person likes this.
  18. Apr 8, 2015
  19. Jory

    Jory Guest

    I just found it, though I might have deleted it.

    Attached Files:

    • Casinocruise doesn´t pay > 12K: CC01.jpg,Apr 8, 2015
      File size:
      92.2 KB
    4 people like this.
  20. Apr 8, 2015
  21. Simmo!

    Simmo! Moderator Staff Member

    Web Dev.
    That's a good point :thumbsup:
    3 people like this.
  22. Apr 8, 2015
  23. Senfpott

    Senfpott Full Member PABnoaccred

    Thanks a lot!!!!

    So, I now have to wait what casinocruise or maybe the Rep will say....:(
  24. Apr 8, 2015
  25. Tirilej

    Tirilej Still a Lady CAG MM

    They have different rules in different casinos that are using Every Matrix. I wonder how people will know if they have just closed their account or self excluded:confused:
    This is Casino Cruise rules on that:

    29.3 Self-exclusion - Should you need to take a break from gambling, we provide a self-exclusion facility which can be activated by the customer within 'My Account' or by contacting Support. Self-exclusion means that your account will remain closed for a minimum period of 7 days to a maximum period of 1 year, and will not be reactivated under any circumstances during the exclusion period. This is the major difference to a standard account closure request. Should you wish to activate permanent self-exclusion you may do so by contacting Support at This email is not visible to you. stating your reasons and you will be permanently blocked with immediate effect.

    We also allow customers to block access to individual products by contacting Support.
    If you are considering self-exclusion, please remember to contact all gambling companies with whom you have accounts and ask to self-exclude with them too.

    To me taking a break doesn't mean I have a problem with gambling, but maybe need to do other things or just save money.
    But to them then taking a break is the same as self exclude and that I don't understand. You can't have a problem with gambling for just 6 months. Either you have the problem or you don't.

    I know someone here that send an email and asked to get his account CLOSED for one year, and the reply back from the casino was that he now had self excluded for a year. That's not the correct thing to do is it?
    Someone somewhere need to make up their mind I think.

    This was just Casino Cruise and their rules but I know some Every Matrix are wording it differently.

    I also wonder what the OP choosed to do or say.

    Edit: To Jory! You should of course go by what the live chat told you when they had a direct connection with Every Matrix.
    You don't know if the rep ever even talked to EM. The other you have in written proof!!
    Last edited: Apr 8, 2015
    5 people like this.
  26. Apr 8, 2015
  27. Senfpott

    Senfpott Full Member PABnoaccred

    There´s some new Information from the livechat.... Sounds not good!
    Except the selfexclusion-thing they now argue to their T&C´s and that I placed bets higher than the maximum of 5EUR.
    I could swear that this isn´t the case. I checked the bonus balance twice before placing bigger bets..... and now there´s no chance for me to get to my account to check this up...

    Here´s the chat:

    S: Hi, I'm Nick, your CasinoCruise host.
    You: HiS: How may I help you?
    You: My account is blocked since yesterday an I wanted to know if there are some news to this case. In them morning i´ve been told that I should get informations during the day
    S: May I please have your username?
    You: XXXXXX
    S: Your account is blocked due to a self exclusion you have made on other casinos
    You: Yes, that´s what I herad yesterday. I think this doesn´t impact this one. I didn´t exclude from other casinos because of any frauds or something. I did so in every casino I didn´t want to play any longer...
    S: This is our platform provider's procedure
    S: There is nothing I can do to change it I'm afraid
    You: Will I get some further informations to this?
    S: What kind of information?
    You: There´s over 12K EURO in my account
    S: As far as I see your winnings were confiscated due to a breach of the bonus's terms and conditions
    S: your account now has 100 EURO in it
    You: What Kind of Bonus Terms? I got a Bonus of 25 EUR and I cleared it without doing anything against the T&C´s
    S: I see here that you have placed bets of 6 and 6.25 EUR
    S: which are about the maximum allowed while playing with bonus money
    S: about=above
    You: Yes, after cleraing the bonus
    You: before I did not bet bigger than 5 EUR
    S: This is not what I seeS: If you want you can send us an email with the request and our finance department will send you the relevant gameplay
    S: And in any case, according to EveryMatrix's policy you are not supposed to be playing at all.
    You: and that´s it? I won´t get any further informations on this?
    S: What further information do you require sir?
    You: How can I get to my account to check this? Whats with the 100 EUR still in my account?
    S: Let me check about the 100EUR
    S: In order to get your 100EUR back
    S: We will need your bank account details
    S: Bank name, IBAN, SWIFT/BIC
    You: You got all the bank details. I already sent all documents
    S: Hold on a moment please. Let me have a look.
    S: Our finance department needs those details again as verification
    S: Would you mind writing them again_
    S: ?
    You: I did sent it already, passport, screen of my bank account and actual invoices.
    S: I understand
    S: But they are asking for it again
    S: Just for the written details
    You: I´ll send them .... But again: Will I get detailed information how I acted against the T&C´s?
    You: I want to have the chance to check this before getting rid of 12K
    S: No problem
    S: Just send an email with the request
    You: beye

    Can´t believe it!!!! :mad:
    1 person likes this.
  28. Apr 8, 2015
  29. The Blue Anchor

    The Blue Anchor Non-Gambler

    If the casino is sharing a UKGC a gaming licence through Everymatrix, then they are obliged to stop you from playing if you have excluded from another site on the same license. However, they should have stopped you opening the a/c in the first place - and since they did not, they should in my view pay you and then close the a/c.

    However, given it looks like you broke the bonus terms, there really isn't much you can do sadly. Playing 6.25 is hardly bonus abuse but rules are rules. They should be able to provide you with the details of what game and when you broke the rules.

    Making 12k on just a 25 bonus was very good going - how did you manage that?
  30. Apr 8, 2015
  31. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Works For Self
    The biG Eu
    Gonna hurt for sure. But if the rules state that max bet is 5 EU and you bet above that even by a few cents then your pretty much screwed especially with winning such a large amount. If it states the terms about max bet amounts then it is the t.erms and nothing to be done about it. If I dont like a casinos terms I dont deposit end of. Not saying its right but it is there own rules.

    As for the self exclusion if it was just that issue then that is murky waters for sure but probably wont matter as they no doubt have you over the barrel with going over the max bet allowed .
  32. Apr 8, 2015
  33. thebigs

    thebigs Senior Member

    part time argos slave lol
    roscommon ireland
    Will someone share these rules with me regarding self exclusion.I have not done so at any casino but it concerns me greatly that they allow you to open accounts when there is a chance you may be breaking rules.Do the rules only apply if you win money from them.What happens if you have had 5 or 6 losing deposits with them,do you get all your money back.
    i do appreciate Casinos have to protection and also promote gambling care but i am sorry there should be a simple solution that the player CANNOT OPEN AN ACCOUNT as soon as they put their address in if there are these rules.
    2 people like this.
  34. Apr 8, 2015
  35. Tirilej

    Tirilej Still a Lady CAG MM

    The sadest part of it is actually if a player doesn't understand that he is self excluding but believe he is just closing his account. Then he continues to play like normal on his other accounts at EM. It has to be better definitions and they should really ask if it is because he is a problem gambler and not take it for granded.

    The deposits for that period he have been excluded from the other place and have had no chance to win should of course be returned.
    2 people like this.
  36. Apr 8, 2015
  37. Matti

    Matti Senior Member MM

    Business Development Tech
    The rules for self exclusion are different depending on jurisdiction. Webites licensed for example by UKGC and MGA can theoretically have one set of rules for UK players (UKGC) and a different set for Germans, Irish, Swedes etc (MGA).

    This is of course not good. I believe both players and casinos would be benefitted if the regulatory bodies in Europe could agree on one standard for self exclusion.
    3 people like this.
  38. Apr 9, 2015
  39. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Translator and facilities manager
    My thoughts exactly. It's a win-win situation for the casino and the player is somewhere in the twilight zone. Bah, I just hate reading these types of experiences. Also, the rep here taking 8-9 days to respond to a player's pm doesn't sound too good either.

    And now, all of a sudden, this is about max bet size... why then did they insist at first that the OP had self-excluded himself?

    Well, let's wait what the rep has to say (if he cares to respond).

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