Casino Cruise - Player’s withdrawal has been delayed.

Dear Alina,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

Could you please confirm that your account has been successfully verified in the past? Have you ever received any payments from this casino?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Good morning.

they haven’t requested any documentation as presuming they verify it through 3rd parties as you can see on my account screenshot showing that I’m verified. They processed and proved payment on 23rd of October and was stating that money is released on the same day and will be in my bank 1-3 working days. They taking out 2% of withdrawal as transaction payment fee so expecting it will be on time.

they asked yesterday for bank statement in pdf format to show that I haven’t received money from them and I sent screenshot of my account transactions and explained that my statement for this month is not ready yet to be downloaded in pdf format as this month is not closed yet by my bank and they haven’t issued statement for October yet.

I called Apple Pay and they confirmed that there are no issues with Apple Pay, spoke with my bank yesterday and today and they confirmed that no one send me any money - they haven’t received any payments from casino

1/11/21 they still investigating it since last week and no contact has been made by them to update

Thank you very much, Alina, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Alina!

I will take care of your complaint from now on. In order to proceed, please let me invite representatives of Casino Cruise into this complaint to help us resolve the withdrawal issue.

Thank you very much for your assistance, can confirm that they have paid me today.

thank you 5 star rating for your help

Hello Alina!

I am delighted to see that your issue persists no more. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.