I requested a withdrawal on 21st July 2017 for £689. It has not yet been processed.
Initially, I was requested to submit various pieces of identification, in order to verify my account, which I understand to be standard practice for gaming operators. I complied with repeated requests - promptly - and eventually I was informed that I had satisfactorily passed the verification.
On 26th July 2017 then, I received an email from docs@casinocruise.com, timed 2.50pm. The email explicitly stated that my withdrawal request would be processed as soon as possible:
'I am pleased to inform you that your documents have been approved.
If you have any withdrawal, we will process it as soon as possible,
Feel free to contact us with any question you might have. Our Casino Hosts will be more than glad to assist.'
Suffice to say, I have received no notification of my withdrawal being processed subsequent to the above email.
Throughout this whole process, access to my account has been denied. No reason has been provided to me.
The response from the Casino is as follows:
'I have reviewed your account and can see that your withdrawal is still being reviewed by the relevant department. This is part of our anti money laundering and fraud procedures which is part of what makes us such a secure casino.'
It is now three weeks since my initial withdrawal request. There has been plenty of time for the casino to do standard checks Given the length of delay and the varying answers given to me by the casino, I am very concerned that they have no intention of processing my withdrawal.
I can provide copies of all emails, if required.
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