Mehdi Posted September 16, 2021 Posted September 16, 2021 CASINOCRUISE - SCAM WONT PAY YOU OUT £7800!! My casinocruise user id is 8952621 (for casinocruise to identify my Case number is #05024149 £7800 withdrawal GUYS IF YOU LOOK AT EVERY OTHER GENESIS CASINO SISTER SITE THEY ALL HAVE TWO COMMON ISSUES! VERIFICATION AND WITHDRAWAL! THEY WILL TAKE YOUR MONEY EASILY AND THEN WHEN YOU WIN AND WITHDRAW THEY WILL BOMBARD YOU WITH DOCUMENT REQUESTS! VERIFICATION IS EXPECTED BUT ONCE YOU SEND WHAT THEY ASK FOR THEY WILL CLAIM ITS NOT ACCEPTED AND TO SEND SOMETHING ELSE, BUYING THEM ANOTHER 72 HOURS AS THIS IS THE TIME THEY STATE THEY NEED TO REVIEW THE DOCUMENTS. AFTER SENDING DOCUMENTS THAT EVERY OTHER CASINO I HAVE JOINED WOULD ACCEPT THEY KEPT ASKING FOR MORE! SO I DID AND I SEND PROOF OF ID, PROOF OF ADDRESS AND PROOF OF PAYMENT (PAYPAL AND BANK STATEMENTS) AND THE FRONT AND BACK OF ALL MY CARDS AND SELFIES WITH MY DOCUMENTS! AND THEN AFTER ALL THAT THEY REQUESTED PROOF OF MY BOKU ACCOUNT! I DEPOSIT WITH BOKU ON POKERSTARS ALLBRITISH YETI CASINO AND BOYLESPORTS AND NEVER EVEN ASKED SUCH A THING! RIDICULOUS! THERE WEBSITE BOKU TERMS EVEN SAYS THAT THE TRANSACTION IS VERIFIED THROUGH REPLYING Y TO THE MESSAGE AS THIS IS YOUR APPROVAL OF THE TRANSACTION! SO I LOGGED IN TO BOKU AND PROVIDED A FULL HISTORY OF THE BOKU TRANSACTIONS INCLUDING THE TRANSACTION! THEN THEY SAUD THEY WANT MY NAME AND NUMBER AND BANK URL IN A SCREENSHOT!! THE PHONE NUMBER IS PAY AS YOU GO AND SO THERE ARENT ANY BILLS! I TOLD THIS TO A LIVE CHAT ADVISOR AND SHE SAID THAT I COULD PROVIDE A BANK STATEMENT SHOWING ME BUYING THE TOPUP VOUCHER! THEY WERE BOUGHT BY CASH! SO SHE MADE A NOTE OF ALL OF THIS AND SHE SAID THAT SHE WILL ESCALATE THE ISSUE AND HOPEFULLY IT WILL ALL BE APPROVED NOW! I WILL UPDATE YOU GUYS AND I WILL NEVER GIVE UP ON THIS! WE AS CUSTOMERS DESERVE BETTER AS WE SPEND OUR HARD EARNED MONEY AND TRUST IN THE CASINOS THE GAMING COMMISSION HAVE GRANTED LICENSES! Not to mention they reversed my withdrawal twice already which isn't allowed in the UK! WE MUST STICK TOGETHER AND ALL JOIN FORCES AND SIGN A PETITION AND CONTACT THE GAMING COMMISSION! I WILL BE EXPLORING EVERY AVENUE. TRUSTPILOT ASKGAMBLERS CASINOMEISTER FRUITY SLOTS ROCKNROLLA BACKINAMO CASINO FORUMS! I WILL UPDATE YOU GUYS AS SOON AS THEY SORT THIS OUT FOR ME GUYS! I’m just going to report them direct to the uckgc for breach of section 17 which states Our rules say that a gambling businsesses can't ask you to prove your age and identity as a condition of withdrawing your money if they could have asked you at an earlier point. However, there may be occasions where a gambling business can only ask you for information at that time in order to fulfil legal obligations. If a gambling business needs more information before you can withdraw your funds, for example, for anti-money laundering checks, then they should ask promptly and not only when you want to withdraw your funds. Where a gambling business delays a request to withdraw funds due to insufficient ID, they may be in breach of Licence Condition 17 – Customer identity verification and may be subject to regulatory action. It also states in this section A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation. My review will be updated as soon as this issue is sorted. I'll keep you updated guys! 1 Quote
THS BADMAN Posted September 16, 2021 Posted September 16, 2021 7 minutes ago, Mehdi said: i had the same problem a couple of months back when i won 2k it was fine when i was cashing out 100 or 200 the minute i tried to cash out 2k they placed my account on hold and asked for loads of documents even my pay slip and everything like that then all of a sudden they never accepted my bank even tho they are ok to take the money out of it and i had won money before and it was fine....i think they just make up rules when you win big Quote
Mehdi Posted September 16, 2021 Author Posted September 16, 2021 And what happened in the end, did they pay and if so how did you get them to cough up? Quote
Eddieflynn Posted September 17, 2021 Posted September 17, 2021 happened to me on cassola aswel for 1200 took me about 8 weeks every time i contacted them they kept saying to wait another 72hours did pay out after asking for hundred of documents just live chat them everyday and ask to talk to sombody that deals with it Quote
FruitySlots Posted September 17, 2021 Posted September 17, 2021 Hi @Mehdi - we have notified Genesis of this thread and asked them to look at it but they cant disclose anything to us due to data protection. Quote
Mehdi Posted September 17, 2021 Author Posted September 17, 2021 Thanks! I'll be sure to mention on every review I've made that fruity slots helped! They sent me a message today again requesting the following: For BOKU deposit *7877 and *2737 we require a Phone Bill with the phone number, name and company Logo visible . The provided screenshot are not showing your name, phone number and Logo. (Clearly they aren't really reading my messages or the message the live chat operator said she'd deliver so I responded with screenshots of their boku section, screenshots of my deposits on POKERSTARS with boku and my easy withdrawals by PayPal and the following message: I have attached highlighted sections of the boku section of your website to show how requesting such information after I've explained this is very unusual practice. Please see attached documents, I have also attached my history on POKERSTARS showing boku deposits and withdrawals without such outlandish requests. ONCE AGAIN It is pay as you go and the vouchers were bought with cash there are no phone bills and every other site I use with boku has never asked such a ridiculous thing. I have mentioned this many times and there seems to be a breakdown in communication somewhere at casinocruise! Please confirm when withdrawal is processed Ill keep you posted.. Quote
Mehdi Posted September 20, 2021 Author Posted September 20, 2021 Now they've closed my account with no explanation! To the solicitor! Quote
ccfc147 Posted September 20, 2021 Posted September 20, 2021 Madness! Hope you get it sorted. Keep us updated with how it goes. 1 Quote
Genesis Affiliates Posted October 7, 2021 Posted October 7, 2021 On 9/16/2021 at 9:55 PM, Mehdi said: CASINOCRUISE - SCAM WONT PAY YOU OUT £7800!! My casinocruise user id is 8952621 (for casinocruise to identify my Case number is #05024149 £7800 withdrawal GUYS IF YOU LOOK AT EVERY OTHER GENESIS CASINO SISTER SITE THEY ALL HAVE TWO COMMON ISSUES! VERIFICATION AND WITHDRAWAL! THEY WILL TAKE YOUR MONEY EASILY AND THEN WHEN YOU WIN AND WITHDRAW THEY WILL BOMBARD YOU WITH DOCUMENT REQUESTS! VERIFICATION IS EXPECTED BUT ONCE YOU SEND WHAT THEY ASK FOR THEY WILL CLAIM ITS NOT ACCEPTED AND TO SEND SOMETHING ELSE, BUYING THEM ANOTHER 72 HOURS AS THIS IS THE TIME THEY STATE THEY NEED TO REVIEW THE DOCUMENTS. AFTER SENDING DOCUMENTS THAT EVERY OTHER CASINO I HAVE JOINED WOULD ACCEPT THEY KEPT ASKING FOR MORE! SO I DID AND I SEND PROOF OF ID, PROOF OF ADDRESS AND PROOF OF PAYMENT (PAYPAL AND BANK STATEMENTS) AND THE FRONT AND BACK OF ALL MY CARDS AND SELFIES WITH MY DOCUMENTS! AND THEN AFTER ALL THAT THEY REQUESTED PROOF OF MY BOKU ACCOUNT! I DEPOSIT WITH BOKU ON POKERSTARS ALLBRITISH YETI CASINO AND BOYLESPORTS AND NEVER EVEN ASKED SUCH A THING! RIDICULOUS! THERE WEBSITE BOKU TERMS EVEN SAYS THAT THE TRANSACTION IS VERIFIED THROUGH REPLYING Y TO THE MESSAGE AS THIS IS YOUR APPROVAL OF THE TRANSACTION! SO I LOGGED IN TO BOKU AND PROVIDED A FULL HISTORY OF THE BOKU TRANSACTIONS INCLUDING THE TRANSACTION! THEN THEY SAUD THEY WANT MY NAME AND NUMBER AND BANK URL IN A SCREENSHOT!! THE PHONE NUMBER IS PAY AS YOU GO AND SO THERE ARENT ANY BILLS! I TOLD THIS TO A LIVE CHAT ADVISOR AND SHE SAID THAT I COULD PROVIDE A BANK STATEMENT SHOWING ME BUYING THE TOPUP VOUCHER! THEY WERE BOUGHT BY CASH! SO SHE MADE A NOTE OF ALL OF THIS AND SHE SAID THAT SHE WILL ESCALATE THE ISSUE AND HOPEFULLY IT WILL ALL BE APPROVED NOW! I WILL UPDATE YOU GUYS AND I WILL NEVER GIVE UP ON THIS! WE AS CUSTOMERS DESERVE BETTER AS WE SPEND OUR HARD EARNED MONEY AND TRUST IN THE CASINOS THE GAMING COMMISSION HAVE GRANTED LICENSES! Not to mention they reversed my withdrawal twice already which isn't allowed in the UK! WE MUST STICK TOGETHER AND ALL JOIN FORCES AND SIGN A PETITION AND CONTACT THE GAMING COMMISSION! I WILL BE EXPLORING EVERY AVENUE. TRUSTPILOT ASKGAMBLERS CASINOMEISTER FRUITY SLOTS ROCKNROLLA BACKINAMO CASINO FORUMS! I WILL UPDATE YOU GUYS AS SOON AS THEY SORT THIS OUT FOR ME GUYS! I’m just going to report them direct to the uckgc for breach of section 17 which states Our rules say that a gambling businsesses can't ask you to prove your age and identity as a condition of withdrawing your money if they could have asked you at an earlier point. However, there may be occasions where a gambling business can only ask you for information at that time in order to fulfil legal obligations. If a gambling business needs more information before you can withdraw your funds, for example, for anti-money laundering checks, then they should ask promptly and not only when you want to withdraw your funds. Where a gambling business delays a request to withdraw funds due to insufficient ID, they may be in breach of Licence Condition 17 – Customer identity verification and may be subject to regulatory action. It also states in this section A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation. My review will be updated as soon as this issue is sorted. I'll keep you updated guys! Dear Mehdi, An email was sent to you one the 04/10/2021 from our end, as documents are still required on your account. Once these documents are received we can continue the process of verification on your account. Should you require any further assistance, please do not hesitate to contact us. Regards, Casino Cruise Team Quote
rj.kot Posted October 8, 2021 Posted October 8, 2021 (edited) Mehdi, if the situation is not resolved, then try to ask for help here: https://www.askgamblers.com/casino-complaints Edited October 8, 2021 by rj.kot Quote
S.Lippitt Posted October 8, 2021 Posted October 8, 2021 this is why, you shouldnt wait till you hit a big win, before sending documents... send them when you join, so no one has this problem! Quote
Mehdi Posted October 9, 2021 Author Posted October 9, 2021 Good afternoon, hope you are well. I have received different responses from casinocruise on 1st October and the first was forr to contact BOKU again so as that was first I contacted boku as you suggested... I have received a third response from Boku and they say they do not provide this information. The other response I received which is the response written on TRUSTPILOT, ASKGAMBLERS etc is for me to speak to the network and get the proof. I will now get the proof from the network instead as boku is clearly a dead end. Once I have the documents I will send them to you and look forward to having the withdrawal processed. I see on TRUSTPILOT people do get their money eventually, I just wish it wasn't such a difficult process! On a good note: There is a good selection of games and the software is simple and easy for customers to gamble across the GENESIS brand... If the withdrawal/verification process is made as convenient as your competitors then you would be up there with BET365 and BETFAIR etc! Many thanks, Mehdi Hakmi Quote
Genesis Affiliates Posted October 26, 2021 Posted October 26, 2021 On 10/9/2021 at 3:33 PM, Mehdi said: Good afternoon, hope you are well. I have received different responses from casinocruise on 1st October and the first was forr to contact BOKU again so as that was first I contacted boku as you suggested... I have received a third response from Boku and they say they do not provide this information. The other response I received which is the response written on TRUSTPILOT, ASKGAMBLERS etc is for me to speak to the network and get the proof. I will now get the proof from the network instead as boku is clearly a dead end. Once I have the documents I will send them to you and look forward to having the withdrawal processed. I see on TRUSTPILOT people do get their money eventually, I just wish it wasn't such a difficult process! On a good note: There is a good selection of games and the software is simple and easy for customers to gamble across the GENESIS brand... If the withdrawal/verification process is made as convenient as your competitors then you would be up there with BET365 and BETFAIR etc! Many thanks, Mehdi Hakmi Dear Mehdi, We would like to inform you that your documents have now been approved and your withdrawal has been released today 26/10/2021.Should you have any further queries, please do not hesitate to contact us back.Kind Regards,Casino Cruise Team 2 Quote
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