Bogus Complaint CasinoCruise neteller trap

Lovehearts

Newbie member
Joined
Feb 6, 2015
Location
larvik
So I deposited 131 euro with neteller, and recived a 50% bonus. I manged to win up to 1100 euro. I make a withdraw, it takes about a week to get my docs, checked, and when I fianally get them approved, they confiscated my winnings due to have recived bonus with neteller dposit.
Its stated in the bonus terms, that deposits with neteller and skrill, are not elligble for bonus. And I should have checked it out more thorough.

My question is, Why do you give the bonus, to people who use neteller and skrill,? Every other places I have played on, you don`t recive the bonus. Is it just to trap players?

This casino also used 1 week to confirm my docs, then it was something wrong, with the utillity bill, wich all other casinos, has approved, probably around 30 casinos. Then I have to wait 4 more days to get them approved, and then 1 hour later, I got the email that my winnings has been confiscated. How can a casino use 1 week to check id verificaion. Its a disgrace I think.

I even tried to caontact the casinocruise rep to speed up my verification process, he didn`t even answer.

Shitty casino, that I wonder why is under the accredited list of casinos.
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
Another negative thread about this casino, don't think I've ever read a positive one!

Reasonably sure the last one I read was a similar scenario. I agree when E-wallets are not allowed for bonuses, its very easy to implement the none crediting of them, other casinos do it with no fuss so could be interpreted as a 'trap' or no win situation.

Lloyd however usually does respond to these threads and PM's so I find that a touch surprising.

Maybe give him another nudge with the link to this thread also?

Failing that a read of the PAB FAQ ;)

Worth a try even though their response will probably be 'He breached the T&C's, regardless of X, Y and Z :( '

Edit: Lloyd is showing as being online only yesterday so drop him a polite 2nd PM and give it another day or so!
 

Nicola

Closed Account
Joined
Jan 22, 2013
Location
Malta
Casino Cruise left Every Matrix a few months ago and started under their own license promising better customer relations.

My personal experience has been rather poor with my last withdrawl taking 11 days and live chat which kept being closed everytime I disputed what they said.
 

osulle

Paleo Meister (means really, really old)
CAG
mm1
mm4
Joined
Jun 19, 2009
Location
In my head
I don't play at Casino Cruise anymore and never felt that they gave one toss for their players. If you made a deposit and made wagering then they ought to pay you even if you used Neteller. If they don't allow bonuses with Neteller then they need to prevent you from getting the bonuses when you do. Honestly with the way Casino Cruise runs things I am amazed that they are still in business.
 

SpinUk

Meister Member
PABnonaccred
MM
Joined
Oct 10, 2012
Location
London
No need to play there when there are great places like Casumo and Guts - great service, good bonuses, good game selection.
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
2 deposits, 2 (slow)withdrawals = Bonus banned, yes THAT QUICK!

Bonus Ban = bye bye CC.

Reading the threads over the months on here = Great move Jon :D
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
2 deposits, 2 (slow)withdrawals = Bonus banned, yes THAT QUICK!

Bonus Ban = bye bye CC.

Reading the threads over the months on here = Great move Jon :D

Not to forget the case of the old lady from the UK who didn't have a passport and they wouldn't verify her account until she played it all back. I remember Lloyd posting back then something like - "case closed, balance is zero, so sorry" - as if. :rolleyes:

Here's the thread, Lloyd's post is on page 4, that's how long it took him to respond: https://www.casinomeister.com/forum...-not-willing-to-verify-me-pl-advice-me.72020/

And no DOA when a bonus is active. :eek:
 

Sovietsky

Experienced Member
Joined
Oct 2, 2012
Location
Swe
Hmm looks like they are out sailing, I have done only deposits via neteller and used their bonuses but haven't made a single withdraw. Maybe it was best that I didnt win anything cus I would be in the same boat as Lovehearts...

Thanks for the heads up, will abandon that ship from now on.
 

ultra100

Full Member
webmeister
MM
Joined
Jul 27, 2006
Location
Europe
Casino Cruise left Every Matrix a few months ago and started under their own license promising better customer relations.

My personal experience has been rather poor with my last withdrawl taking 11 days and live chat which kept being closed everytime I disputed what they said.


11 Days to withdraw....Wauu :eek:
Which withdrawal method?

In today's world of online gambling taking 11 days to process withdrawal is just :eek2:
 

jjezebel37

Dormant account
Joined
Nov 20, 2011
Location
Belfast (Northern Ireland)
Hmm looks like they are out sailing, I have done only deposits via neteller and used their bonuses but haven't made a single withdraw. Maybe it was best that I didnt win anything cus I would be in the same boat as Lovehearts...

Thanks for the heads up, will abandon that ship from now on.

I've taken a few bonuses with Skrill. I didn't even check if it's allowed after reading this thread and I didn't cash out anyways.

I too will not be depositing again.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hmm looks like they are out sailing, I have done only deposits via neteller and used their bonuses but haven't made a single withdraw. Maybe it was best that I didnt win anything cus I would be in the same boat as Lovehearts...

Thanks for the heads up, will abandon that ship from now on.

That's an even BIGGER problem. They are taking deposit after deposit yet you can NEVER win, but they are keeping quiet about the repeated mistakes because they are making money from a no risk situation for them. If PLAYERS did something like this, they would be screaming "player fraud".

Part of the problem is the configuration of many casino cashiers, they actively offer (market) the bonus to players regardless of whether or not it applies, and give the player the option to say yes or no, even though they should ONLY be selecting "no".

Whenever an operator behaves like this, it brings the whole industry down. Many people STILL see online casinos as unlicensed scams, and behaviour like this only reinforces this view. This is also the key argument some governments have used to popularise the protection of their own monopolies against internet competition. Claiming they are protecting their citizens from unregulated potential scams sounds better than saying they need to protect their own state monopolies' poor return to players by banning competition that gives the player a far better deal.

Neteller is still popular, but this issue is a risk to their own business as many players will start to view Neteller itself as a "scam" because it keeps being used as a reason to confiscate winnings or offering third class service to customers. So far, Neteller doesn't care, it does nothing about merchants acting in this way even though it's sending players a negative message about Neteller that is likely to deter new customers from signing up for the service, and existing customers to use it less or even close their accounts in favour of an alternative that does not lend itself to such problems with casinos.

All it will take is for someone to introduce a service that has the benefits of Neteller, such as keeping your gambling private from your bank and off your credit history, but that casinos are perfectly happy to accept without caveat when it comes to bonuses and other benefits.

A fee free reloadable gift card that also accepts withdrawals of winnings will probably work, as this will replicate a debit card, but will not allow the bank to see the gambling transactions.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
That's an even BIGGER problem. They are taking deposit after deposit yet you can NEVER win, but they are keeping quiet about the repeated mistakes because they are making money from a no risk situation for them. If PLAYERS did something like this, they would be screaming "player fraud".

Part of the problem is the configuration of many casino cashiers, they actively offer (market) the bonus to players regardless of whether or not it applies, and give the player the option to say yes or no, even though they should ONLY be selecting "no".

Whenever an operator behaves like this, it brings the whole industry down. Many people STILL see online casinos as unlicensed scams, and behaviour like this only reinforces this view. This is also the key argument some governments have used to popularise the protection of their own monopolies against internet competition. Claiming they are protecting their citizens from unregulated potential scams sounds better than saying they need to protect their own state monopolies' poor return to players by banning competition that gives the player a far better deal.

Neteller is still popular, but this issue is a risk to their own business as many players will start to view Neteller itself as a "scam" because it keeps being used as a reason to confiscate winnings or offering third class service to customers. So far, Neteller doesn't care, it does nothing about merchants acting in this way even though it's sending players a negative message about Neteller that is likely to deter new customers from signing up for the service, and existing customers to use it less or even close their accounts in favour of an alternative that does not lend itself to such problems with casinos.

All it will take is for someone to introduce a service that has the benefits of Neteller, such as keeping your gambling private from your bank and off your credit history, but that casinos are perfectly happy to accept without caveat when it comes to bonuses and other benefits.

A fee free reloadable gift card that also accepts withdrawals of winnings will probably work, as this will replicate a debit card, but will not allow the bank to see the gambling transactions.

It is easily possible to put a bonus restriction in place when Neteller/Skrill are selected for the deposit. E.g Rizk has it, the bonus is basically not added to the deposit when using NT/SKR...... so the technology/software clearly is available.

In my view Casino Cruise and others doing the same should lose their accreditation or be moved at least to the "Reservation" until something is changed. As of now it is a "Win Win" situation for the casino. I don't want to know how many unsuspecting players claimed a bonus in good faith, deposited with NT/SKR and lost their deposit, not knowing they would never ever receive any potential winnings.

I recommend to use Ecopayz, not accepted at as many casinos as NT/SKR but until now i have never seen any bonus restrictions when using it. Has all the benefits as NT/SKR and on top is cheaper to use.
 
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LloydApter

Official Rep for <a href="http://www.casinomeister
Joined
Oct 19, 2014
Location
Malta
Hi - I received today a PM from Lovehearts and replied. The PMs to CasinoCruiseRep go to people in support and not to me. I have a personal account. I will look into this issue and see if/how we can improve things to make them safer for the player. I will need a few days and I will reply back here or CasinoCruiseRep will reply. Thanks for the posts. Have a great day!
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
Hi - I received today a PM from Lovehearts and replied. The PMs to CasinoCruiseRep go to people in support and not to me. I have a personal account. I will look into this issue and see if/how we can improve things to make them safer for the player. I will need a few days and I will reply back here or CasinoCruiseRep will reply. Thanks for the posts. Have a great day!

Sorry Lloyd, they need to be coming to YOU or an alternative casino employee needs to take up the reins here at CM and become more active.

Untitled.jpg

You had the making of a very good casino when you first started out, good bonuses, reasonable terms, active on here.

So many negative threads on here, increased unclear T&C's and I feel you've shot yourself in the foot.

May sound patrionising but that is NOT my intention but your casino will make money without the need to look for every little opportunity to screw players over.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi - I received today a PM from Lovehearts and replied. The PMs to CasinoCruiseRep go to people in support and not to me. I have a personal account. I will look into this issue and see if/how we can improve things to make them safer for the player. I will need a few days and I will reply back here or CasinoCruiseRep will reply. Thanks for the posts. Have a great day!

Very simple.


1) Do not even OFFER the choice of a bonus to a player from within the software if they are using a deposit method that attracts a blanket ban, configure the software to assume the player has selected "no thanks".

2) Have the system that adds the bonus post deposit check the source of the deposit as well as the player's choice, and don't add the bonus if Neteller is the source of the deposit regardless of what option the player has set. Whilst this might generate a few queries of the nature "my bonus was not added after I deposited", CS can simply tell them that this is because they used Neteller, and that if they want the bonus they have selected they should choose an alternate deposit mechanism.


The end result will be no confiscated winnings, and no players making deposit after deposit when they have no chance of receiving any winnings.

The previous excuse for not implementing this had something to do with the old platform not supporting this type of configuration, but now we have a new platform, and one chosen when this was a known issue.

Apart from everything else, there is the legal side to worry about as this type of behaviour may well be in breach of consumer protection laws in some of your markets.
 

jjezebel37

Dormant account
Joined
Nov 20, 2011
Location
Belfast (Northern Ireland)
I got a deposit bonus offer from Bet Victor last week.

It wasn't added and I was informed on chat that it was because I deposited via Skrill. I wasn't bothered by this because at least they had implemented something that was there to protect me losing any winnings had the deposit went through.

Also goes to show that this can be done at other casinos. I can be quite lazy at accredited casinos and admit I don't read the updated terms.
 

Lovehearts

Newbie member
Joined
Feb 6, 2015
Location
larvik
yeah, I`m a bit lazy too, when it comes to accredited casinos, and never thought accredited casinos, could operate this way. AndI can`t understand why it`s under accredited casino, when they treat players like this.
 

Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
Location
The biG Eu
Hi - I received today a PM from Lovehearts and replied. The PMs to CasinoCruiseRep go to people in support and not to me. I have a personal account. I will look into this issue and see if/how we can improve things to make them safer for the player. I will need a few days and I will reply back here or CasinoCruiseRep will reply. Thanks for the posts. Have a great day!

Well the casino took his money knowing fully well no winnings would be paid. Very easy to sort and the only improvement would be NOT allowing a deposit to go through on a method that is not allowed to partake in a bonus. Or simply when the system picks up a certain deposit method the bonus is not added. Disallowing certain payments is the casinos choice - no matter if we agree or not. But having no system to check that (and such a thing is very very easy to program) is not okay.

Im sorry but there is no excuse here and now the player is out of pocket. Because your system failed him in taking his money , making him wait a week and then informing him he wont get paid. Bad practice. And absolutely no need for this to have happened in the first place. The safety of the player is the sole responsibility of the casino when coming to online deposits and in this case the system failed him. As it has done with many many others with this kind of bonus exclusion.
 

Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
Location
The biG Eu
I got a deposit bonus offer from Bet Victor last week.

It wasn't added and I was informed on chat that it was because I deposited via Skrill. I wasn't bothered by this because at least they had implemented something that was there to protect me losing any winnings had the deposit went through.

Also goes to show that this can be done at other casinos. I can be quite lazy at accredited casinos and admit I don't read the updated terms.

Correct from a programming perspective a monkey could program such a fail safe. For a casino to say we need to look into and see what we can do is stalling. They know already what they can do - and it takes very very minimum over head in terms of adjustment on the payment page. The above is one of the those methods, that yes while not great to find out at least does protect you from facing a total cancellation of any winnings. Something casino cruise have totally failed to do.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
I think you should PAB. Check the links above for Player Arbitration.

At minimum, they should pay your winnings removing the amount wrongfully credited as a bonus.

Similar rulings have happened on past complaints.

Has the rep not responded to you at all?

One of the conditions of asking for arbitration is that you not post further about your issue, but you can say something like "PAB submitted"

Can we at least assume they returned your deposit to your account, or back to your payment method?

If they did not do at least that, that's a disgrace.
 

LloydApter

Official Rep for <a href="http://www.casinomeister
Joined
Oct 19, 2014
Location
Malta
Hi - as you can see from the image below we do clearly state under our welcome package promo details that "*Deposits made via Skrill or Neteller are not eligible for the welcome offer." In other words this prohibition applies to the welcome page specifically. There is no way technically at this point of implementing what has been recommended in this thread in the cashier. Sorry, but we don't have an option to provide anything safer than this at the moment.

Screen Shot 2016-09-25 at 3.11.06 PM.jpg
 
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spoton

Senior Member
webmeister
Joined
Dec 28, 2011
Location
Right behind you
Hi - as you can see from the image below we do clearly state under our welcome package promo details that "*Deposits made via Skrill or Neteller are not eligible for the welcome offer." In other words this prohibition applies to the welcome page specifically. There is no way technically at this point of implementing what has been recommended in this thread in the cashier. Sorry, but we don't have an option to provide anything safer than this at the moment.
As I understood it he did however receive the bonus. "No technical way of implementing it"? If someone has told you that you should get some new technical advisors. You just have to want to do it. Then again your casino doesn't seem to care much about user-friendliness.

Wasting your customers time and effort like that, and possibly profitting from it, just cause you don't want to spend the money on implementing a proper solution is an absolute disgrace!
 

jjezebel37

Dormant account
Joined
Nov 20, 2011
Location
Belfast (Northern Ireland)
So what I understand Lloyd is that you guys will continue to keep deposits on people claiming bonus whilst depositing through Web wallet?

I somehow don't believe that there isn't something that can be put in place to stop this.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Thank you spoton and jjezebel for posting. I didn't want to be the first one answering to this last post from CC.

Lloyd, how can other casinos have safeguards in place for these kind of restrictions and CC can't "technically"? :confused: You make CC look incapable to implement such a simple thing or is it rather unwilling? :eek:

How about a CM member from the UK is reporting this to the UKGC. How long will it take for you to get it then done? 3 seconds? :rolleyes:
 

Lovehearts

Newbie member
Joined
Feb 6, 2015
Location
larvik
Hi - as you can see from the image below we do clearly state under our welcome package promo details that "*Deposits made via Skrill or Neteller are not eligible for the welcome offer." In other words this prohibition applies to the welcome page specifically. There is no way technically at this point of implementing what has been recommended in this thread in the cashier. Sorry, but we don't have an option to provide anything safer than this at the moment.

View attachment 71188

So is this your final answer regarding this problem? 3 days agoo you got my PM with my username and email, then your answer today: I`ll check it out. Then I find this reply in the tread. You are not very fast, are you? No compensation, no nothing? Seriously?
 
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