When will I get my free spins? 

Free spins are normally credited to your account within 24 hours of a deposit being made.

How long does it take to get my Withdrawal?

Between 24-48 hours. Once your account has been verified (see How do I verify my casinocruise.com account?) that is.

How long does it take to verify my account? 

No longer than 48-72 hours from the moment we receive all the required documentation (see How do I verify my CasinoCruise account?)

How do I verify my CasinoCruise.com account?

To comply with the statutory requirements of the licensing regulatory authorities certain documents must be provided in order to verify your account. Without this verification your account will be limited to certain Deposit and Withdrawal activity. The documents you need to send in depend on the payment method used. All documents are securely stored and therefore only need to be submitted once. The document should be clear to read and should be sent in full frame with no cut edges.


More information

How do I change incorrect personal details?

Log in to My Account and select the profile tab. Here you’ll be able to correct the information that you submitted at registration, excluding your name, date of birth and country of residence, which cannot be updated for security reasons. If you discover an error, please email  support@casinocruise.com.

I have forgotten my registered email address, what do I do?

Please email support@casinocruise.com or contact us directly via our Livechat. Our hosts will be more than happy to assist you further.

How can I find out if I already have a CasinoCruise account?

If you think that you may have already registered with CasinoCruise, please email support@casinocruise.com or contact us directly via our Livechat before creating an account. Our hosts will be able to quickly check and verify your details. This way you avoid running the risk of having your account closed.

I'm having problems on the registration page. What do I do?

Most error messages displayed during registration are self-explanatory. However, if you encounter persistent problems when opening a CasinoCruise account, please contact our support team on support@CasinoCruise.com or talk to us directly via our Livechat.Our hosts will gladly  assist you in completing your registration.

Where do I find my Profile Page?

Once you have logged in to CasinoCruise.com click on the “My Account” tab in the top navigation bar. This will take you to your Home page and from there click the Profile tab in the side menu.

How do I check my account activity/transactions history?

You can check your account activity by clicking the Transactions tab under My Account whilst logged in. If you require further information and assistance, email support@casinocruise.com or speak to one of our hosts directly via our Livechat service.

Who do I contact if I have questions about my account?

Our Customer Support service is ready and happy to assist you with any queries you may have regarding your account. Please email support@casinocruise.com or contact one of our hosts directly via our Livechat.

How do I turn off my subscription to newsletters and promotions?

If you no longer wish to receive email updates from CasinoCruise.com, simply click on the “Unsubscribe” button, found in all our email and SMS communications. Alternatively, you can opt out by updating your “My Profile” account settings under the “My Account” tab in the top navigation bar and we will make sure not to send you any more of our exciting promotional material.

Why am I not receiving any of your emails?

Please click here for details.

How can I change my registered email address?

Changing your registered email address is easy. Log in to your account , then, under “My Account” you will find the “Change Email” tab. Simply click on the tab and follow the instructions.

Can I have more than one CasinoCruise account?

Unfortunately not; due to regulatory requirements we can only accept one account per user.

Why don’t I get a response to my questions when I email the Customer Support service?

It doesn’t take our crew long to get back to you. Usually, all Customer Support emails receive a reply within a few hours. However, our response time may vary depending on the nature and detail of your request. Upon submitting a query you will receive an email confirmation from CasinoCruise acknowledging receipt of your inquiry and letting you know that we are working on an answer. REMEMBER: CasinoCruise does not send unsolicited emails, but not all mail filters realize this. If you do not receive a confirmation email promptly after submitting your inquiry, we suggest that you check your Junk/Spam Mail folder. Alternatively, we recommend you use our Livechat service. This will allow our crew to assist you immediately, in real time.

Who can I consult if I think I have a problem with online gaming?

Online gaming is an enjoyable and potentially profitable pastime. However, Casino Cruise is fully committed to supporting and assisting members who may develop a gaming addiction. If you experience the uncontrollable need to gamble, please visit our Responsible Gaming section, located within the footer of our website. Here we provide a range of tools developed to assist our customers with gambling related problems. If you are from the UK and playing under our License within the UK jurisdiction, you may also wish to take advantage of the self-exclusion feature available under My Account whilst you are logged in. For all other players, we highly recommend you contact our Customer Support to proceed with your Self-Exclusion. Your well being is our top priority, and our hosts will gladly help you with any problems you may encounter.

Can I cancel the self-exclusion?

Any player except those from the UK may cancel the self-exclusion. In order to do so, a detailed written request is required before account re-opening can be considered. Please note, that you will have a 7 day cool off period which will be enabled following the cancellation of the Self-Exclusion request. For players from the UK, your account will be be reactivated at any period. We will only open your account once we have got a positive answer and request once your Self-Exclusion period has ended.

What happens when the self-exclusion period ends?

Once the time limit you have selected for the self-exclusion is up, your account will be automatically re-opened. If you are from the UK, you will need to send us a request and take a positive action prior to us re opening your account.

How do I permanently close my account?

In order to permanently close your account please email Customer Support at support@casinocruise.com.

How do I make sure I receive your emails?

It couldn’t be easier. Simply add CasinoCruise.com to your provider’s “Safe Sender” list. 

Who are CasinoCruise and where can I find information about the company?

For more information about CasinoCruise please visit the About Us tab on top right of our homepage.

My personal details are incorrect. How do I amend them?

If you find any incorrect details on your account, please email support@casinocruise.com or contact us directly via our Livechat. Our hosts will be more than happy to assist you further.

I have forgotten my username/password, what do I do?

Don’t worry. We won’t leave you stranded at sea! Simply click on the Forgot Password link or the ones found under the “Help Menu” or “Log In” buttons. We will then email you a new link that will allow you to reset your CasinoCruise password. Alternatively, you can email support@CasinoCruise.com or contact us directly via our Livechat. Our hosts will be more than happy to assist you further.

Can I change my CasinoCruise username?

Sadly, not. Once you’ve chosen your CasinoCruise username that’s it. It’s yours forever. So choose wisely. And check your spelling.

How do I self-exclude?

We all need a break sometimes. If you are hit by seasickness and feel it’s better to slow things down, you can limit the amount you deposit, lose, wager and the session times you participate in, on a daily, weekly or monthly basis. Should you feel the need to head back to shore, you have the option to self-exclude. By doing so your account will remain closed for a minimum period of 7 days up to 1 year. If you wish to terminate the Self-Exclusion period you will have a 7 day cool off period. For players playing under the UK jurisdiction you can opt for a Time-Out period of between 1-45 days and you can also Self-Exclude for a minimum of 6 months extendable by another 6 months at any time, furthermore your account will not be reactivated under any circumstances during the exclusion period. Once you confirm your choice, you will be automatically logged out of CasinoCruise.com. Login will only be possible after your selected period of self-exclusion has expired.

Please note: If you hold accounts with other gambling companies and are considering self-exclusion, it is important that you inform them too. Installing software that blocks access to internet gambling websites is recommended for the duration of your self-exclusion period. We recommend you approach our Customer Support at support@casinocruise.com for assistance or contact us directly via our Live chat in advance of any self-exclusion activity.

How do I create a CasinoCruise.com account?

Registering with us at CasinoCruise.com is plain sailing. Just click here, fill in the required fields and your account will be activated. It’s that easy!

Is your website licensed?

Yes, CasinoCruise is operated and managed by Genesis Global Ltd a company bearing registration number C65325, and having its registered address at Tower Gate Place, Tal-Qroqq Street ,Msida MSD 1703 Malta. Genesis Global Ltd is licensed and regulated by the Malta Gaming Authority (www.MGA.org.mt) in virtue of a Class 1 license MGA/CL1/1150/2015 issued on August 5th, 2016, operating a gaming system provided by Net Entertainment Malta Limited. Global Genesis Ltd for UK customers, is licensed and regulated by the UK Gambling Commission, License Number 000-045235-R-324169-001 . For players outside the UK, Microgaming,  Quickspin, Play'n Go, Evolution and NYX are regulated by the government of Curacao under license number 8048/JAZ2016-038.

Is it safe to send my private documents to CasinoCruise?

Yes. All documents we receive are kept in a secure environment and are only accessible to senior security personnel.

How do I know my financial and personal information is secure?

We use the latest in industry approved Secure Sockets Layer (SSL) encryption technology to ensure any information you send to casinocruise.com is kept safe, secure and fully encrypted. SSL encryption is the same technology banks use to protect data. This means that your financial data, such as credit card information, and your personal data, such as name, address and phone number, are all fully protected.

Will my data and activity at CasinoCruise be secure?

From the moment you log in all communication between your web browser and the CasinoCruise website is protected using industry-standard encryption technology. This ensures that all your personal data and activity on our site are kept private. As a global, online casino destination, CasinoCruise is committed to providing a safe, responsible, and secure gaming environment. The CasinoCruise site is certified and strictly regulated by some of the most prestigious governing bodies worldwide and complies with all guidelines to ensure that our games and financial transactions are properly and transparently monitored to provide maximum player protection.

How can I be sure that the games are fair and random?

With the exception of LIVE casino games, which are broadcast in real-time with live dealers via webcam, the casinocruise.com "dealer" is really a computer. A Random Number Generator (RNG) is utilized to ensure that performance is truly random. CasinoCruise uses the MD5 RNG, which provides consistently random results. The system has been rigorously tested by running millions of rounds and examining results. It is also systematically tested by CasinoCruise. Games developed by third parties are subject to a number of additional procedures to ensure that they adhere to CasinoCruise standards. The games undergo an approval process that includes an initial acceptance test, functionality testing of all gaming actions and associated events, regression testing after version uploads, and continual post-production testing. In addition, CasinoCruise game providers utilize their own, separate in house testing processes, including testing of the RNG.

How do I get a 3D Secure IPIN?

You must apply for a 3D Secure IPIN with the bank or card website that issued your credit card, as each bank has its own process. We can, however, assist you with more specific instructions - please contact support@casinocruise.com. 3D Secure cards normally show the “Verified by VISA” logo on the front of the card. For more information about the “Verified by VISA” feature, please visit Visaeurope.com.

What is cash-out verification?

Our commitment to providing a secure environment necessitates the monitoring of funds, both into and out of the system. One of the functions of the Investigations Team is to verify cash-outs for their subsequent processing. The basic criterion is to ascertain if the winnings being cashed out are legitimate. CasinoCruise employs a unique combination of advanced system approvals as well as meticulous and skilled manual verification processes to minimize the fraud percentage. This resembles a post facto investigation and allows an in-depth verification into the various aspects of game play, financial details, etc.

Will my data be shared with or made available to any third party?

No. We will never share any personal or account data with any third party.

Why do you require my personal information? Are my personal details safe with you?

Your personal details are required to confirm your identity, age and home address. We need to be sure of whom we have on-board. This information also allows us to offer you real money transactions and games. CasinoCruise considers your personal privacy and security our top priority. To ensure this, we use the newest and most advanced data encryption techniques to safeguard your personal details. All payments are processed by leading providers employing the highest standard of security, so that none of your information will be lost at sea.

How long does a deposit take to reach my CasinoCruise account?

Most deposit methods are instant, but some take slightly longer depending on the provider and country. You can find timelines for each of the deposit methods below: Credit/Debit Card – Instantly, E/Wallet – Instantly, Prepaid Card – Instantly, Bank Transfer (Trustly) - 3-5 Business Days. please visit our Payments Section for more information.

How do I make a deposit at CasinoCruise?

You can find the Deposit button in any game and on the top right-hand side of every page. There’s also one on your My Account page. Simply select the desired deposit method from the options provided and follow the instructions. At CasinoCruise you can make deposits using: Visa, MasterCard, Skrill, Neteller, Paysafe or Bank transfer, amongst other options. Remember, you must be logged in to make a deposit. If you have any difficulties making deposits into your CasinoCruise account, please contact support via Livechat.

Which deposit methods does CasinoCruise accept?

At CasinoCruise we have made money transfers as easy as possible for our customers, using the fastest and most trustworthy payment providers available in your country. You can fund your CasinoCruise account using a wide range of payment methods including credit and debit cards, E-wallets, prepaid cards, instant banking and bank transfers. Click here for further information about our payment providers. Should we have missed your preferred provider, please contact our support team on support@casinocruise.com or talk to us directly via our Livechat and we will do our utmost to meet your needs.

Can I deposit into an account that is not in my name?
Unfortunately not; all deposits need to be made into an account that is in your own name.
What is the minimum/maximum amount I can deposit?

This varies between providers and countries. In EUR the minimum deposits range from €10 to €30 , while the maximum limits can range from €250 to €10,000. Please visit our Payment Section for more information.

My deposit failed. What’s wrong?

Payment providers do not inform us of the reasons why a deposit may have been declined. However, failed deposits could be due to any of the following reasons: 
• You have supplied incorrect payment details. This is the most common cause of failed transactions. If your details don’t match, your bank or payment provider will automatically decline the transaction. To avoid this, log in and set a course for your Deposit Page where you can check that all the digits in your account number are correct and that all payment information is accurate. Alternatively, you can add a new payment method if there’s an issue with your existing one.
• You have supplied an incorrect CVV2/CVC2 security number. Please check that the number you have provided corresponds with the last three digits on the signature strip on the back of your card.
• You have insufficient funds available in your account. Before making a deposit check that there are sufficient funds available on your credit/debit card in order to complete the payment. You may find you have to lower your deposit value in order to process a payment.
• You have too many active credit cards. Having more than 5 active credit cards at the same time might prevent your deposit from going through. We suggest you check with your bank should this be the case. If you are unsure, or continue to suffer setbacks with your deposits, please email support@casinocruise.com or contact us directly via our Livechat for more information and assistance.

I made a deposit but the funds were not credited to my CasinoCruise account. What do I do?

Don’t panic. First, make sure that the funds were deducted from your card/account and then contact us. We should be able to trace and solve the problem without any proof of deposit. However, in some rare cases we might need to ask you for a copy of the transaction to enable us to investigate it with the payment provider.

Does CasinoCruise charge a fee for deposits?

We will not charge you any fees for making deposits. However, please note that in some instances the payment methods that you use may charge you for making a deposit with us. CasinoCruise is not responsible for such fees.

I’d like to make a bank payment to my CasinoCruise account – what do I do?

First of all you need to navigate to the Deposit button, found on the top right-hand side of every page. Once there, click on Bank Transfer and select the IBAN based on the currency linked to your account. Don’t forget to include the reference code which is shown on the bank transfer page.

I have deposited money via a bank payment. When will this money be available in my CasinoCruise account?

If you have transferred money from your bank account to ours, giving us the correct reference number, it will take up to a maximum of 3 business days to show on your CasinoCruise account.

What is an E wire/wallet transfer?

Online money transfer sites such as Neteller or Skrills allow you to deposit and withdraw money with your credit card, bank card or via an ordinary bank deposit. This effectively creates an E wallet account from which you can make swift and secure payments to your favourite websites, or make simple deposits and withdrawals.

Is there a way for me to set a regular deposit limits?

Yes, CasinoCruise enables you to set your own daily, weekly or monthly deposit limits. Log in and set your course for the My Account section. Under Responsible Gaming you will be able to schedule and amend your limits whenever you wish and at your convenience. We encourage you to play responsibly and use your account prudently.

What is a CVV2/CVC2 code?
CVV2/CVC2 stands for "Card Verification Value/Code". It is a code that is required as a security measure when making internet payments by credit card. The code consists of the last three digits on the signature strip on the back of your card.
Why won’t your website take my card?

Some credit card issuers prevent customers from making direct deposits to online gaming sites. You will need to check this with your card provider. Instead, why not make use of the large variety of alternative deposit methods – such as E-wallets and prepaid cards – offered by CasinoCruise? Please visit our Payment Section for full details.

Can I use more than one payment method?

Yes, you can. To register a payment method, simply make a deposit via your chosen method while logged in to your CasinoCruise account.

How do I change my payment method?

You’re allowed to use up to five different payment methods to fund your CasinoCruise account. Log in, click on the Deposit button available on the top right-hand side of every page on CasinoCruise and select from the choices available. Submit the required details. If you experience any difficulties email support@casinocruise.com or contact us directly via our Livechat.

Which credit/debit cards do you accept?

CasinoCruise accepts all Visa and MasterCard/Maestro Credit and Debit cards.

What deposit methods does CasinoCruise accept?

The fastest. Money transfers at CasinoCruise are quick and easy. We use the most trustworthy payment providers available to offer our Spinners a wide range of payment methods including: credit and debit cards, E-wallets, prepaid cards, instant banking and bank transfers. Click here for further payment provider information. If we’ve missed your preferred provider, please email Customer Support (support@casinocruise.com) or talk to us directly via our Livechat.

Is my money safe with CasinoCruise?

The Gaming Authority regularly verifies and ensures that we cover all our players’ account balances. CasinoCruise uses SSL connections for all information exchanges. This means that the information is encrypted so it cannot be read by someone other than the person it is intended for. Our payment methods are PCI compliant and conform to PCI standards. This means that your card details are safely handled and that we meet the highest security standards for payments, withdrawals and deposits. CasinoCruise offers numerous trusted payment methods. Privacy and security are a top priority and the latest encryption technology is employed to ensure that your financial details and transactions remain safe and secure. We have robust security policies, rules and technical measures to protect and safeguard your details from unauthorized access, improper use or disclosure, unauthorized modification, unlawful destruction or accidental loss. All our employees and data processors who have access to, and are associated with the processing of your transactions, are obliged to respect your privacy. Payment is accepted through all major credit cards and via many other online payment methods like WebMoney, NETELLER and Moneta.

What currencies does CasinoCruise support?

CasinoCruise accepts the following currencies: USD, EUR, NOK, SEK, GBP, CHF, CAD, AUD, ZAR, CZK, PLN, RUB, DKK, RON, GEL, TRY, CNY, NYZ, MXN, NGN, BGN, HRK, HUF, PEN, KRW,UAH (Please note that we will only accept GBP from UK residents). Once a currency is linked to your account at registration it cannot be changed.

What is an IBAN, swift code and BIC?

IBAN stands for International Bank Account Number. IBAN is an international standard for numbering bank accounts. It consists of a two letter code and up to 30 alphanumeric characters. EU citizens can find their IBAN number printed on their bank statements. A swift code is a code that is unique to your registered bank branch (also known as a Bank Identifier Code or BIC). This code can usually be located in your cheque book and consists of either 8 or 11 alphanumeric characters. If you are in any doubt, please contact your branch to confirm the correct code.

How can I identify transactions to and from CasinoCruise on my credit card or bank statement?

All CasinoCruise deposits and withdrawals will be processed by Genesis Global Ltd., our chosen payment operator. As a result, Genesis Global will appear on your bank statements for every CasinoCruise transaction made on your account.

How do I withdraw money from CasinoCruise?

In order to make a withdrawal, log in and click on the My Account tab, then go to Withdraw. Select your preferred withdrawal method and follow the instructions. Depending on your selected payment method and your registered country of origin, the minimum withdrawal amount is usually $10. You may make a withdrawal whenever you like, provided the funds that you wish to withdraw are not linked to a bonus that is yet to meet its wagering requirements.You can withdraw as many times as you wish, however, please note that we cannot process a withdrawal less than 24 hours after your last deposit. This is due to the anti-money laundering and fraud prevention laws that CasinoCruise adheres to. Upon your first deposit we will ask you to provide us with some verification documents. These are required in order to make the withdrawal process as fast and efficient as possible. We highly recommend that you send your documents to us as soon as possible, preferably before making a withdrawal, as it will help us to provide you with a swift and superior service. Click here for details.

Which withdrawal methods can I use?

All CasinoCruise players can withdraw funds directly to the payment method that was used to make the deposit. In cases, where due to technical reasons, CasinoCruise cannot refund withdrawals directly to the payment method, players can withdraw funds to their personal bank account.

Can I have my winnings paid back to my credit/debit card?

Yes, of course you can; as long as it is the same card that you used to make your original deposit and the issuing bank accepts transactions to the card.

I am unable to withdraw money. What’s wrong?

Firstly, we recommend you check that the information you have provided is accurate. A withdrawal may fail for any of the following reasons:
• Your account has not been verified (please see "How do I verify my CasinoCruise account?"  for more detailed information).
• The amount you are trying to withdraw exceeds your current balance;
• The bank account number has been entered incorrectly
• There is an active bonus on the account that needs to be wagered before withdrawal (you may still withdraw in this instance but you will lose your bonus money).

If all information is correct, try to reload the page or try using a different browser (we recommend Google Chrome). If the problem persists, please contact support@casinocruise.com or talk to us directly via our Livechat, our hosts will be more than happy to assist you.

Does CasinoCruise charge a fee for withdrawals?

We will not charge you any fees for withdrawals. However, please note that in some instances the payment methods that you use may charge you for making a withdrawal. CasinoCruise is not responsible for such fees.

Is there an expiration period for withdrawals?
Due to strict anti-money laundering requirements we are obliged to request one or more forms of documentation to verify your identity, as set out above. If, for a continuous period of 180 days from our request for this verification documentation we have still not received the same from you, then the funds remaining in your Account will be removed and your Account closed.
Can I cancel a withdrawal request?
Yes, you can cancel a withdrawal request by accessing the Pending Withdrawals tab, found under My Account section, and following the instructions on that page.
What is the lowest amount that I can withdraw?

This varies between payments providers and countries. Normally, the minimum withdrawal amount is $10. Please visit our payment section.

What happens if the card I use to withdraw money to has expired or been cancelled?

You will need to let us know as soon as there are any changes to your registered card. We will require you to supply proof of expiration or any other reason for the change. New cards will have to be registered with us and onto your CasinoCruise account.

Can I make a withdrawal from my account and have it sent to someone else?

No, this is deemed as a third party transaction and will not be permitted under any circumstances.

I have made a withdrawal from CasinoCruise. When will I receive my money?

Our crew works hard to ensure you get your money as quickly as possible. Of course, this is largely dependent on the payment method you have selected for the purpose of making your withdrawal. Nevertheless, we will do everything we can to get your money back to you as soon as possible. We guarantee that all withdrawals will be reviewed and processed within 48hrs, subject to approval from our Finance Department. Upon first withdrawal you will be required to provide documents in order to verify your account and to ensure the safety of your funds. Depending on your chosen payment method, you will be required to supply copies of some of the following documents:

(a) Valid Photographic ID,

(b) Credit Card/s,

(c) Proof of Address (dated within the last 3 months),

(d) Bank Statements,

(e) E-wallet account,

(f) Prepaid cards.

Once your account has been verified we will be able to process your withdrawal. As well as the standard processing time taken for withdrawal requests, some transfers may take longer depending on the selected payment method (see table below). Note that some payment methods only support deposits; the ones not supporting withdrawals are clearly marked on the deposit page. In this case, you will be able to withdraw your money using Bank Transfer.

Credit/Debit Card

E/Wallet

Prepaid Card

Bank Transfer (Trustly)

Instantly

Instantly

Instantly

3-5 Business Days

IMPORTANT: In order to speed up the verification process you can send the necessary documents in advance. Simply follow the instructions during the account activation and first deposit process. This will give us a good head start in verifying your account before your first withdrawal, helping us to provide you with a better and faster service. All documents should be submitted to

docs@casinocruise.com

 

What is a bonus and what is the wagering requirement?

A bonus is extra money added to your bankroll giving you the opportunity to increase your chances of winning. The size of the bonus varies and must be wagered before it may be withdrawn. All deposit bonuses and free spins must be wagered 40 times (unless otherwise specified). You can make a withdrawal before you have fulfilled the wagering requirement, however, this will result in you losing your bonus money and forfeiting any related winnings.

Do all games count towards the wagering requirements?

Most games count towards the wagering requirements, but not all. Please note that different games contribute a different percentage towards the wagering requirements. Check the General bonus T&C for more information.

Where can I see how much of my bonus there is left to wager?

You can check your progress in My Account, under Balance & Bonuses.

Can I surrender/forfeit a bonus?
Yes, you can surrender a bonus before you start to play or even after you have placed bets with the bonus funds. However, if you surrender a bonus after betting with it, any winnings will be surrendered and any losses will be deducted from your real funds. To surrender a bonus, go to the Balance & Bonus tab, under My Account section. Then click the “Forfeit” button found under your active bonus to surrender it.
I received a casino bonus, but my wagering requirements do not decrease. Why is this?

Different games make different contributions towards the wagering requirement. See Bonus Terms and Conditions for more information.

What is the wagering requirement for bonuses?

CasinoCruise bonuses are offered with a wagering requirement, that is the amount you need to wager/bet in order to make the bonus funds available for withdraw. See Bonus Terms and Conditions for more information.

Can I play all games with my bonus?

While some bonuses might be limited to a specific game type (e.g. only Net Entertainment games or only Video Slots), the majority of casino bonuses are unrestricted and can be applied to almost any game. See Bonus Terms and conditions for more information.

Why am I excluded from specific promotions?

Some of our promotions are only available to customers from certain countries or to those who use specific payment methods. Restrictions may also be placed on accounts that have previously been found misusing CasinoCruise promotions. For any assistance, please email support@casinocruise.com or contact us directly via our Livechat. Our hosts will be more than happy to help you further.

Where can I find details of available bonuses and promotions?

Head over to the CasinoCruise Promotions section to find details of our available promotions as well as the different sign-up and deposit bonuses we offer. There you will also be able to find information about our Loyalty Club and our VIP Lounge.

You can also benefit from further promotions via SMS, mobile notifications, newsletters, Facebook and Twitter. In order to make the most of our promotional offers we strongly recommend that you tailor your Account Settings to accept SMS and emails from CasinoCruise (this can be done under by entering My Details under My Account), as some of our greatest offers will only be available this way. Remember to add CasinoCruise to your email provider’s “Safe Senders” list. To help get you underway, we’ve included instructions for some of the more common email providers.

What are free spins?

Free spins (or free rounds) allow you to play a game, or a number of rounds, in the casino for free, with exactly the same chance of winning as when you play with your own money.

How do I activate free spins in the casino?

It’s nice to Check-In and find a gift there waiting for you. Activating your free spins is just as easy. Simply log in to the game and you will receive a notification stating how many free spins have been granted to your account. 

Why can’t I see the winnings from my casino free spins?

All winnings generated from free spins are credited to your account. However, in order to see and withdraw these winnings, your free spins must be wagered according to our wagering requirements.

How can I be sure that the casino games are fair and random?

CasinoCruise only offers casino games from large, well-recognised and trusted casino software providers. All providers are certified. They have been methodically and scientifically tested by either Technical Systems Testing (TST) – one of the world's most experienced and trusted gaming test labs, and part of the Gaming Laboratorites International (GLI) group – or by eCOGRA, a London-based, internationally accredited, testing agency and player protection and standards organisation. The tests and frameworks provided by these international organisations ensure that our casino meets best practice requirements, maintaining a fair and responsible gambling environment. That’s why at CasinoCruise you can be 100% confident that the Random Number Generator (RNG) that supplies the outcomes for our casino games is completely random and unbiased, no matter which game you play. We will never offer games or brands that do not come with trusted certifications.

What is the average payout for the website?

The theoretical payout varies from game to game and is hard-coded into the game logic by the game’s providers.

Can I try games for free?

Yes, you can play every single game found on CasinoCruise for free if you select Practice mode.

Can I remove a bet after placing it on the table?
Yes. Bets can be removed or changed before the game round starts.
Why can't I connect to or open a casino game?

We always steer clear of the Bermuda Triangle as we cruise so it’s probably something simple. Check the strength of your internet connection and that you have the latest version of Adobe Flash installed which is a prerequisite for playing certain games and your browser is HTML5 compatible. Try reloading the page or using a different browser (we recommend Google Chrome). If the issue persists, please email support@CasinoCruise.com or contact us directly via our Livechat, where our crew will gladly help you navigate back on course.

Why can’t I log in to my account?

Check that you are using the correct login details for your account and that Caps Lock is turned off on your keyboard. You can also try resetting your password using the Forgot Password Link under help menu. If you are still unable to login, please email support@casinocruise.com or contact us directly via our Livechat. Our hosts will be more than happy to help you.

How do I change my password?
You can change your password by clicking on the Forgot Password link under Help menu.
I want to play at CasinoCruise. What are the minimum system requirements to get me started?

Computers - Windows PCs require an Intel Pentium processor (Pentium II or higher) and at least 64mb RAM, Apple Macs require a PowerPC processor (G3 or higher) and at least 64mb RAM, Adobe Flash 10 is required as a minimum, casinocruise.com is compatible with most Windows Operating Systems (Windows 2000, XP, Vista and Windows 7, Windows 8, Internet Explorer versions older than IE7 are not supported.

Mobile Devices - Our CasinoCruise webpage can be viewed on all mobile devices that support web browsing.

What happens if I lose my Internet connection during a game round?

Nothing. We just pause your game the moment you’re disconnected and store your game status on our secure servers. You will not, under any circumstances, lose money due to any kind of disruption or disconnection. When you reconnect, just log back in and open the same game(s) you were playing. You’ll be able to continue exactly where you left off, no matter when you choose to return.

Which software providers do you use?

We use Net Entertainment (NetEnt), Microgaming, Quickspin, NYX Interactive, Play'N Go and Evolution to provide software for our various casino platforms (Casino, Live and Mobile).

The CasinoCruise games are not responding and loading slowly. How can I speed things up on your website?

Slow connections could be the result of having several browser windows open, music programs running or files downloading in the background. Another possibility could be that your local internet service provider may be suffering from temporarily low bandwidth. Sharing your internet connection within your household and in your local area can also slow your connection speed. Alternatively, a possible solution may be to restart your computer or mobile device.

Why does a withdrawal to my card take days while a deposit is immediate?

We have a number of controls and checks that take place before any withdrawal leaves CasinoCruise and these can delay withdrawals. Our checks are part of our ongoing commitment to maintain the security of our customers' funds. Any additional delays you may experience will be on the payment provider side, where CasinoCruise has no influence or control. We highly recommend that you verify your account as soon as possible, preferably before making a withdrawal. In order to speed up the verification process, send us the necessary documents in advance. To do this, follow the instructions during the account activation and first deposit process. This will give us a good head start in verifying your account before you make your first withdrawal, helping us to provide you with a better and faster service. For more detailed information see "How do I verify my CasinoCruise account?".

Licensing and regulation

Our website Casinocruise.com is owned and operated by Genesis Global Limited, located in Tower Gate Place, Tal-Qroqq Street, Msida, Msd 1703– Malta. With registered business number C65325, Genesis Global Ltd. is incorporated under the Maltese law, operating under a Class 1 on 4 license number MGA/CL1/1150/2015 (issued August 5th, 2016), licensed and regulated by the Malta Gaming Authority as well as by the UK Gambling Commission, with License Number 000-045235-R-324169-003. For players wagering from the UK on our website, you are doing so safely as per the regulations of the UK Gambling Commission. Our game providers include Microgaming, Quickspin, Play'n Go, Evolution and NYX, all of which are regulated by the Government of Curacao. Please remember, gambling can be addictive and it is your individual choice to play responsibly. If you find you’re facing any problems with addiction, please seek help with Gambling Therapy or Gam-Anon.

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