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CasinoCruise refused to pay my £1700 winnings after making withdrawal.

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Barrasboy, Jul 23, 2015.

    Jul 23, 2015
  1. Barrasboy

    Barrasboy Dormant account

    Occupation:
    Operator
    Location:
    England
    Hi All,
    This is the first complaint I have ever made about an online casino in over 10 years of recreational online gaming.

    Basically CasinoCruise sent me an email to my private email address asking me to open an account and claim their welcome bonus, I decided to open an account using the only email address that that I have used for over 9 years in relation to online gaming. After setting up the account with the same address I have lived at for over 10 years, same email and depositing using my debit card which I only use to fund my online deposits they sent me a verification for security purposes which I passed and allowed me to proceed to deposit and play their games. After making an initial deposit of £100 pounds and using the bonus I lost it all after a few hours. I then made a second deposit of £100 and played for a further 7 hours and took my balance to £1700 pounds. I then made a withdrawal request of £1700. When I went back on the site a few hours later I was surprised to find that I could not access my account and log in. I had no emails or communication from CasinoCruise whatsoever that they had locked my account.

    On contacting customer support I was told that because I had self excluded from one casino in the past that is part of the EveryMatrix group I was excluded from every casino in the EveryMatrix group. I asked for details of which casino this was and the date and they could not tell me I was advised to contact EveryMatrix. I of course sent numerous emails to EveryMatrix and they did not even have the courtesy to reply to any of my emails. Basically CasinoCruise is saying I should know the names of over 60 Online Casino operators operating under the EveryMatrix banner!! Even though they sent me the invitation via my private email to open an account and deposit with them and they verified my account.
    They seemed to have no problem taking my deposits from my UK Bank account and never once asked me anything. It was only when I won and made a withdrawal that they locked my account without even telling me. I have had accounts recently with other casino operators in the EveryMatrix group such as Thrills, Guts , Casino Luck etc and not made any withdrawals whatsoever and lost 4 figure sums at each. Why have a I been allowed to open accounts with these casinos in the EveryMatrix group since the self exclusion ( It must be some time ago as a I can't remember what casino and when ) and make deposits and lose and no one has contacted me to say that as a I self excluded from another casino in the EveryMatrix group all my bets are void and the monies will be returned. This rule that CasinoCruise is using only seems to apply when making a withdrawal and not when you lose which is morally questionable. I have contacted EveryMatrix asking for details of every account I have had with them, the dates and the deposits but they have again failed to reply to any of my emails, they won't even tell me the alleged casino I have self excluded from and when.

    I have spoken to the CasinoCruise Rep on this site via PM but basically their reply was EveryMatrix will not pay my winnings and that is that. I hope someone from EveryMatrix will reply to any of my polite emails as CasinoCruise says it has nothing to do with them but they were quite happy to send me an invitation to open an account at their casino, validate my account and take my deposits and for me to wager in good faith on the slots for hours at a time until I made a withdrawal of £1700 pounds.

    I sincerely urge CasinoMeister patrons to do your research before opening any Casino account within the EveryMatrix group as this is very common refusal not to honour payouts. Basic research on the net shows this has been happening since 2012 with casinos operating under their license and they have still not fixed the problem or utilised any software to stop this happening to new players. It seems to be a very simple problem to fix as other reputable gaming groups have software in place at the opening of new accounts stage to flag this up before even making a deposit.

    There is nothing worse when depositing and wagering in a fair and correct manner and CasinoCruise refuses to honour the wagers. I have lost many times over the years but have never moaned or complained because I am a fully grown adult who understands that I only gamble what I can afford to lose and that gambling is a game of chance and should be fun. When I lose, I lose. On the rare occasion I win playing online slots I expect to be paid. I will only wager online now with my other UK online account as I have never had any problems whatsoever with them and have always been treated with respect and more importantly they pay out when I win with a nice ' Congratulations ' email as well.

    Warmest wishes
    Mark.
     
  2. Jul 23, 2015
  3. brianleeporter

    brianleeporter Experienced Member

    Occupation:
    Butcher
    Location:
    liverpool-England
    Uh oh looks like a sticky situation mate. Am sure some of the people will on here will be able to help you out asap.
     
  4. Jul 23, 2015
  5. Barrasboy

    Barrasboy Dormant account

    Occupation:
    Operator
    Location:
    England
    I have only posted this so other members of the forum are aware of this and do not fall prey to the same reason not to honour payouts that I have. I am very fortunate that the money that CasinoCruise have refused to payout will not change my day to day life but there are others who would be devastated to win after playing for hours and have that ' Nice and warm I won feeling ' and who play slots in a fair and correct manner and wager in good faith just to be denied once they make a withdrawal request.

    I do wonder that if I had hit a losing streak and kept depositing large amounts and not made a withdrawal request if anyone from CasinoCruise would have contacted me stating the same excuse that I am self excluded from one casino in the group and all bets are void and would I like all my money back!! I don't think so somehow!!!

    Mark
     
    1 person likes this.
  6. Jul 23, 2015
  7. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Not going into details about this as theirs been countless threads about the same thing here in last few months.

    What I can tell you tho is if you were self excluded and not allowed to join another casino in group then they should return your deposits. So once you find out for definite what casino you were excluded from and when then you should be able to claim back deposits from any casinos you shouldn't have been allowed to play at.

    I am taking it CasinoCruise has refunded your deposits already. If not I would be asking them right away why they haven't.
     
    2 people like this.
  8. Jul 23, 2015
  9. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Been discussed here countless times and it is indeed a shambles. :mad:

    BTW, you should be able to claim all your deposits back from all EveryMatrix casinos you deposited since your self-exclusion. If they refuse please contact the UKGC as this in their rules for issuing a UK license. It would be wise though if you could remember when and where you excluded yourself and was it permanent or just for a period of 6/12 months!!!

    CC should have already returned your deposits by now. They are not allowed to keep those funds. :mad:

    EDIT: sorry, repeated Paul's advice as i was typing the post at the same time.
     
    3 people like this.
  10. Jul 23, 2015
  11. Barrasboy

    Barrasboy Dormant account

    Occupation:
    Operator
    Location:
    England
    Hi Paul,
    Thanks for the reply.

    CasinoCruise is unable to tell me which Casino I am alleged self excluded from and just told me to contact EveryMatrix who have not even bothered replying to any of my polite emails requesting which casino and date of the exclusion and the casinos in their group and which accounts I held and the dates and deposits etc. No one is giving me any information whatsoever. I even sent a complaint to the EveryMatrix email address I was provided with by CasinoCruise and yet again not even had an acknowledgement they have received it or any reply whatsoever. As long as people are warned about CasinoCruise that is the main thing.
     
  12. Jul 23, 2015
  13. hedgehok

    hedgehok Meister Member mm3

    Occupation:
    self-employed
    Location:
    Germany
  14. Jul 23, 2015
  15. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Okay you still never said if they returned your deposits yet when they locked your account as they have to and should have.

    As for contacting everymatrix. If you are not getting any response from them there is an everymatrix rep active on this forum. PM him with the details and he should be able to get you answers. Heres the link for him http://www.casinomeister.com/forums/member.php?u=38249
     
  16. Jul 23, 2015
  17. ugaboga

    ugaboga Casino Addict

    Occupation:
    Information Technology, Day Trader
    Location:
    Australia
    People are ignoring one clear piece of information here. They VERIFIED his account. They only refused to pay AFTER he won.

    This is unethical and unworthy of an accredited casino. Why verify his account if he is self excluded at a casino under the Everymatrix license? Surely they're capable of cross-checking that information during verification just like they are during the withdrawal process.

    We see this happening over and over again. They verify and let these people play in the hope that they lose their money - no issue then, but in the case where they do win, they refuse to payout. Excellent win-win situation for the casino.
     
    14 people like this.
  18. Jul 23, 2015
  19. hoff1985

    hoff1985 Meister Member mm1

    Occupation:
    IT Stuff :)
    Location:
    Switzerland
    will this only taken in place for self-exclusion or also when a player had "take a break periods" or stuff like that in the past?
     
  20. Jul 23, 2015
  21. brianleeporter

    brianleeporter Experienced Member

    Occupation:
    Butcher
    Location:
    liverpool-England
    This is what I don't understand if they have verified his account then surely something must have come up about him being self excluded from one of the other casinos?

    This is why they have these types of security in place is it not?

    It just seems unfair that they keep letting the person deposit then boom when they win its goes tits up.
    Let's hope you get your deposits back an to be careful in future.
     
    1 person likes this.
  22. Jul 23, 2015
  23. onkel

    onkel Experienced Member PABnonaccred

    Occupation:
    webmaster
    Location:
    Larnaca, Cyprus, Cyprus
    Agree with previous comment, this is not ok - you can't verify an account (and basically saying all is ok) and then deny a win once a withdrawal is submitted. Have we yet to hear from a player that have got their deposits returned for being SE'd, without having made a withdrawal request?
     
    2 people like this.
  24. Jul 23, 2015
  25. Barrasboy

    Barrasboy Dormant account

    Occupation:
    Operator
    Location:
    England
    Just checked my online bank account which I use to make deposits for online gaming and there is no refunds there. The deposits I made to CasinoCruise have been processed and taken out of my account mind!!

    I will find the verification email as well and take a screenshot and post for future reference as it is obviously just for show. Will also find the unsolicited email from CasinoCruise asking me to open an account the day before. I have used the same email address for 9 years and only use it for online casino accounts so there really is no excuse. They knew it was me when they sent it.

    EveryMatrix have still not acknowledged any of my polite emails to give me the details of the accounts I have had with them and the dates and deposits or even the name of the casino I allegedly self excluded from.

    Mark
     
    1 person likes this.
  26. Jul 23, 2015
  27. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    He wasn't verified and he never said he was. They had just accepted an email verification like we always have to do.

    The problem is that the casino don't know from a new player that he once have self excluded from another casino. How could they? They are not suppose to share that kind of information from casino to casino. Only Every Matrix know since they are the ones holding the licences and are verifying the players.

    I don't think it helps contacting the EM rep in here either. He don't seem to reply to pm's.
    I agree though that the player should get money back from all those places where he never could win.
    I also think that Every Matrix should dig up all of those players who have lost without even knowing that they never would have been paid!!
     
    8 people like this.
  28. Jul 23, 2015
  29. onkel

    onkel Experienced Member PABnonaccred

    Occupation:
    webmaster
    Location:
    Larnaca, Cyprus, Cyprus
    It definitely isn't certain that it was Casinocruise that sent that unsolicited e-mail, more likely an "affiliate". Many many online casinos (everymatrix casinos in particular) have gone bust, and unfortunately it's more common than not that former employees/owners from these defunct casinos start using the customer database to spam signup offers for other casinos to make some money from it. It's obviously illegal, but difficult to prove, and both the casinos and affiliates gain from it.
     
  30. Jul 23, 2015
  31. brianleeporter

    brianleeporter Experienced Member

    Occupation:
    Butcher
    Location:
    liverpool-England
    Ahhh my bad. I thought he said that his account was verified. Let's hope he gets his deposits back though at least.
     
  32. Jul 23, 2015
  33. Barrasboy

    Barrasboy Dormant account

    Occupation:
    Operator
    Location:
    England
    Just checked the email inviting me to open an account from CasinoCruise. The email address of the sender is simply CRUISE, I even received another one yesterday!

    When I checked previous emails sent from affiliates they have emails ending in yahoo, gmail , aol etc. This one doesn't. I am pretty certain this came from CasinoCruise directly.

    Thanks to everyone for the comments and advice etc. It is much appreciated and I will learn from this and never open a new online gaming account again. There is no point with all these tricks and get out clauses. When I bet ten pounds on a horse in Ladbrokes they don't turn round when I win and say we're not paying you because you went in William Hill once and did not like it so left!!

    Marks
     
    Last edited: Jul 24, 2015
  34. Jul 23, 2015
  35. Alfran

    Alfran Experienced Member

    Occupation:
    travel agent
    Location:
    athens
    personally got burned and made mistakes in the past too. now i stick to 2-3 safe places and rather not get tempted by any offers.... too much heartache.
     
  36. Jul 24, 2015
  37. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania
    Even if you get your deposits back, I'd file a complaint. I know here in the states, if you exclude yourself from gaming in one particular state, if they even so much as send you an offer to come to their casino (comps, etc,) they can be heavily fined. In this case, as mentioned earlier, they could possibly lose their license for that reason alone.
     
  38. Jul 24, 2015
  39. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    Why has Casino Cruise's rep not joined this thread, at least to explain why the OP's deposit(s) were not refunded?
     
    1 person likes this.

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