I signed up at Casino Cruise and managed to win a huge £10,473 from a £5 bet on one of their slots. Was obviously thrilled and went about withdrawing. I was asked to send my documents which I did and they were accepted. I cashed out £2300 which they paid me soon after. The trouble began when I tried to cash out a second time. I received the following email:
Dear Rebecca,
We hope this email finds you well.
The Risk & security department have reviewed your playing pattern, together with identical playing patterns of additional players.
Such a review has led us to an undeniable conclusion that you have acted in bad faith and attempted to abuse our system.
We cannot accept such activities, and therefore, in accordance with our bonus terms and conditions, have decide to confiscate the winnings generated from the abuse of such bonus.
We will continue to use our best efforts to provide our players with the best pastime experience, and will prevent any person trying to take advantage of such efforts.
Sincerely,
Tanja
I have no idea what they're talking about but I can assure you that I never strayed from their bonus terms and conditions while playing. My betsize never went above the £5 maximum in the terms and the games I played were not disallowed. The reasoning they have used for voiding my payment is vague and broad enough to be an excuse for avoiding paying anyone who was won more money than they're comfortable paying. And even if it is true that I won playing the same game as someone else that is completely out of my control. The casino can't justify stealing (not using that word lightly) my winnings just because some other person also won playing a similar style to me. They have then accused me of abusing their bonuses: More vague nonsense since I never deviated from their terms. What constitutes abuse? Winning!? I'd like to reiterate that despite claims of similarity between my game play and that of others, I have not breached any of their actual bonus terms.
I am currently abroad on holiday but will do my best to follow this and reply to any of your questions promptly. Any help in resolving this would be greatly appreciated. Thanks in advance for your time.
Rebecca
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