FAQ

My Account
  1. 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.com 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.


  2. 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. To help get you underway, we’ve included instructions for some of the more common email providers here.


  3. 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 of our email communications. Alternatively, you can opt out by amending your account settings under My Home and we will make sure not to send you any more of our exciting promotional material.


  4. Why am I not receiving any of your emails?

    Please click here for details.


  5. 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.com 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.


  6. I want to play at CasinoCruise.com. 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 m.casinocruise.com webpage can be viewed on all mobile devices that support web browsing.

     

  7. 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.


  8. Is my money safe with CasinoCruise.com?

    The Gaming Authority regularly verifies and ensures that we cover all our players’ account balances. CasinoCruise.com 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.com 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.

     


  9. What currencies does CasinoCruise.com support?

    CasinoCruise.com 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.


  10. How do I make a deposit at CasinoCruise.com?

    You can find the green Deposit button in any game and on the right-hand side of every page. There’s also one on your My Home page. Simply select the desired deposit method from the options provided and follow the instructions. At CasinoCruise.com 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.com account, please go to: Deposits (under Index above) and click "My deposit failed. What’s wrong?”


  11. What deposit methods does CasinoCruise.com accept?

    At CasinoCruise.com we have pushed the boat out to make 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.com 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.


  12. How do I find out if I already have a CasinoCruise.com account?

    If you think that you may have already registered with CasinoCruise.com, 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.


  13. Can I have more than one CasinoCruise.com account?

    Unfortunately not; due to regulatory requirements we can only accept one account per user. Captain’s orders!



  14. How long does a deposit take to reach my CasinoCruise.com 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


    Travel to our Payment Section for more information.


  15. 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.com 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.


  16. How do I create a CasinoCruise.com account?

    Registering with us at CasinoCruise.com is plain sailing. Just click here and fill in the required fields. We will then send you a quick verification email. Click the verification link in your email and your account will be activated. It’s that easy.


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

    For more information on CasinoCruise.com please visit the About Us tab on top right of our homepage. Or alternatively, click here.


Registration
  1. How do I create a CasinoCruise.com account?

    Registering with us at CasinoCruise.com is plain sailing. Just click here and fill in the required fields. We will then send you a quick verification email. Click the verification link in your email and your account will be activated. It’s that easy.

  2. 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.

  3. 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.

  4. 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 your Password? link next to the login fields. 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 get back on-board.

  5. Why do I need to verify my CasinoCruise.com account?

    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.com 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.

  6. 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, real money activities will not be possible.

    The documents you need to send in order to verify your account depend on the payment method used. All documents are securely stored and therefore only need to be submitted once.

    When the time comes to verify your account you will be notified via e-mail. However, you can also send the necessary documents in advance. We highly recommend that you send your documents as soon as possible, preferably before making a withdrawal, as it will help us to provide you with a better and faster service.


    You can find a list of the documents we require below, along with instructions for submission to docs@casinocruise.com.



    (a) Valid Photographic ID


    We accept copies of your passport, driving license or national ID card. Your signature, name and photograph should be suitably visible. The document must be valid and show the expiration date.

    See below for suggested forms:


    • Passport


    • Driving License


    • National ID



    (b) Credit Cards


    A copy of the front and back of the credit card used to fund your account is required. The first 6 digits and the last 4 digits of the long number should remain visible

    all remaining numbers of the long card number and the 3-digit security code on the back of the card should be blanked out. Please be aware that should you

    use multiple cards to fund your account, you may be asked to supply copies for these additional cards.

    If credit card copies are not available a recent credit card statement may be provided


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


    We may also need to verify your address. This can be done using either a credit card bill or bank statement.

    Utility Bills – see an example here.

    Please Note: Bills should not be older than three months. Any bills older than three months will not be accepted.


    (d) Bank Statements


    We accept screenshots/pictures of your online bank account or a bank statement showing the deposit(s) to Odds Matrix. Please ensure that the whole of the document is clearly visible including all edges and that all text is legible. Your full name and account number must be clearly visible in the picture. Feel free to cover transactions not concerning CasinoCruise.com.


    (e) E-wallet account (Moneybookers/Neteller/Ecocard etc.)


    We accept screenshots/pictures of your E-wallet account in which your full name and account number/email are visible. All details must correspond with the information held on your CasinoCruise.com account. The email address on your E-wallet account must match the one you used to register with CasinoCruise.com.


    (f) Prepaid cards


    We require copies of the vouchers covering the last 5 transactions, or the links where purchases have been made.

    Documents required for verification according to payment method:


    1. Deposits with Visa Card


    • (a) Passport/ National ID/ Driving License


    • (b) Copies of the credit card (front and back)


    • (c) Bill not older than three months



    2. Deposits with Master Card


    • (a) Passport/ National ID/ Driving License


    • (b) Copies of the credit card (front and back) or (d) card’s bank statement


    • (c) Bill not older than three months



    3. Deposits with E-wallet (Moneybookers, Neteller, Ecocard etc.)


    • (a) Passport/ National ID/ Driving License


    • (b) Bill not older than three months


    • (c) Screenshot of the E-wallet account (when withdrawal amount is =/> 2300 EUR)



    4. Deposits with Prepaid Card (Ukash, Paysafecard etc. )


    • (a) Passport/ National ID/ Driving License


    • (b) Bill not older than three months


    • (c) Copies of the vouchers



    5. Deposits with Instant Banking/Bank Transfer


    • (a) Passport/ National ID/ Driving License


    • (b) Bill not older than three months


    • (c) Bank statement



    Please photograph or scan the documents, attach the files to an email and send it to docs@casinocruise.com


    Please note that additional documentation may be required under certain circumstances.

    We only need you to send your ID once. Your account will be updated as soon as your documents are received and processed (up to 72 hours). You will then be able to make withdrawals from your CasinoCruise.com account.


    Please note that occasionally we may need to ask, at your sole cost, for additional documentation such as confirmation of deposits, a bank reference or notarised ID. Please be aware that some of these documents may be required to be sent to our postal address.


    You can send us your documents via any of the following two methods:


    (1) Email: docs@Casinocruise.com

    (2) Fax: +44 208 166 1325

  7. Where do I find my Profile Page?

    Once you have logged in to CasinoCruise.com click on the My Home tab at the top of the page. This will take you to your Profile Page where you will find a log of everything related to your casino adventure – personal information, details & settings, transaction history and all your bonuses and trophies.

  8. How do I change my password?

    Change your password by logging in to My Account, clicking on the Change Password tab and following the instructions on that page.

  9. How do I change incorrect personal details?

    Log in to My Account and select the My Details 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.

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

    Don’t worry. We won’t leave you stranded at sea! Simply click on this forgotten 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.com 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.

  11. Can I change my CasinoCruise.com username?

    Sadly, once you are on our passenger manifest you will not be able to change your CasinoCruise.com name, so choose your name with care and pay extra attention to the spelling. We like to run a tight ship.

  12. 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 of our email communications. Alternatively, you can opt out by amending your account settings under My Home and we will make sure not to send you any more of our exciting promotional material.

  13. Why am I not receiving any of your emails?

    Please click here for details.

  14. 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.

  15. How can I change my registered email address?

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

  16. Can I have more than one CasinoCruise.com account?

    Unfortunately not; due to regulatory requirements we can only accept one account per user. Captain’s orders!

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

    If you think that you may have already registered with CasinoCruise.com, 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.

  18. 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.com 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.

  19. 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.com acknowledging receipt of your inquiry and letting you know that we are working on an answer.
    REMEMBER: CasinoCruise.com does not send unsolicited emails, but not all mail filters realise 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.

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

    Online gaming is an enjoyable and potentially profitable pastime. However, CasinoCruise.com 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. You may also wish to take advantage of the self-exclusion feature available under My Account whilst you are logged in. We highly recommend you contact Customer Support in times of doubt. Your wellbeing is our top priority, and our hosts will gladly help you with any problems you may encounter.

  21. How do I self-exclude?

    We all need a break sometimes. If you are hit by seasickness and you feel it’s better to slow things down, you can limit the amount of deposits, losses, wagers and 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, and 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 support@CasinoCruise.com for assistance or contact us directly via our Livechat in advance of any self-exclusion activity.

  22. Can I cancel the self-exclusion?

    You may cancel the self-exclusion within 7 days from its start date. In order to do so, a detailed written request is required before account re-opening can be considered. After the 7-day period the self-exclusion cannot be terminated, and will be effective until it expires, with no exception.

  23. 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. You will receive an automated email announcing the end of your self-exclusion period and welcoming you back aboard CasinoCruise.com.

  24. How do I permanently close my account?

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

Security
  1. Is your website licensed?

    This website Casinocruise.com is operated by Genesis Global Limited of Tower Gate Place, Tal-Qroqq Street, Msida, Msd 1703– Malta. Genesis Global Ltd. is a company incorporated under the laws of Malta with registration number C65325, that operates under a Class 1 on 4 license number MGA/CL1/1150/2015 issued on 5th August, 2016 which is licensed and regulated by the Malta Gaming Authority and also regulated by the UK Gambling Commission , with License Number 000-045235-R-324169-001.

  2. Is it safe to send my private documents to CasinoCruise.com?

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

  3. 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.

  4. Will my data and activity at CasinoCruise.com be secure?

    From the moment you log in all communication between your web browser and the CasinoCruise.com 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.com is committed to providing a safe, responsible, and secure gaming environment.

    The CasinoCruise.com 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.

  5. Is my money safe with CasinoCruise.com?

    The Gaming Authority regularly verifies and ensures that we cover all our players’ account balances.
    CasinoCruise.com 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.com 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.

  6. 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.com 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.

  7. 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.com 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.com.

    Games developed by third parties are subject to a number of additional procedures to ensure that they adhere to CasinoCruise.com 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.com game providers utilize their own, separate in house testing processes, including testing of the RNG.

  8. 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.

  9. Why do I need to verify my CasinoCruise.com account?

    We take your security very seriously. We perform daily security checks to guarantee a safe gaming environment, making sure that your information is handled securely at all times. These controls mean that you may need to provide documents in order to verify your account.

  10. Can I open more than one account at CasinoCruise.com?

    Unfortunately, it is only possible to register one CasinoCruise.com account. All duplicate accounts will be closed.

  11. Can I make 3D Secure Deposits?

    CasinoCruise.com offers Credit Card deposits for 3D secure cards. When completing an online transaction, you must verify your IPIN along with the rest of your credit or debit card details, otherwise the transaction will fail.

    If you are unable to deposit with your credit card, it is likely that your card is not 3D Secure. If that is the case, please try another payment option. You can visit our Payments Section for more information by clicking here.

  12. 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.

  13. 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.com 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.

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

    For more information on CasinoCruise.com please visit the About Us tab on top right of our homepage. Or alternatively, click here.

  15. 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.

  16. 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, real money activities will not be possible.

    The documents you need to send in order to verify your account depend on the payment method used. All documents are securely stored and therefore only need to be submitted once.

    When the time comes to verify your account you will be notified via e-mail. However, you can also send the necessary documents in advance. We highly recommend that you send your documents as soon as possible, preferably before making a withdrawal, as it will help us to provide you with a better and faster service.


    You can find a list of the documents we require below, along with instructions for submission to docs@casinocruise.com.



    (a) Valid Photographic ID


    We accept copies of your passport, driving license or national ID card. Your signature, name and photograph should be suitably visible. The document must be valid and show the expiration date.

    See below for suggested forms:


    • Passport


    • Driving License


    • National ID



    (b) Credit Cards


    A copy of the front and back of the credit card used to fund your account is required. The first 6 digits and the last 4 digits of the long number should remain visible all remaining numbers of the long card number and the 3-digit security code on the back of the card should be blanked out. Please be aware that should you use multiple cards to fund your account, you may be asked to supply copies for these additional cards.

    If credit card copies are not available a recent credit card statement may be provided


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


    We may also need to verify your address. This can be done using either a credit card bill or bank statement.

    Utility Bills – see an example here.

    Please Note: Bills should not be older than three months. Any bills older than three months will not be accepted.


    (d) Bank Statements


    We accept screenshots/pictures of your online bank account or a bank statement showing the deposit(s) to Odds Matrix. Please ensure that the whole of the document is clearly visible including all edges and that all text is legible. Your full name and account number must be clearly visible in the picture. Feel free to cover transactions not concerning CasinoCruise.com.


    (e) E-wallet account (Moneybookers/Neteller/Ecocard etc.)


    We accept screenshots/pictures of your E-wallet account in which your full name and account number/email are visible. All details must correspond with the information held on your CasinoCruise.com account. The email address on your E-wallet account must match the one you used to register with CasinoCruise.com.


    (f) Prepaid cards


    We require copies of the vouchers covering the last 5 transactions, or the links where purchases have been made.

    Documents required for verification according to payment method:


    1. Deposits with Visa Card


    • (a) Passport/ National ID/ Driving License


    • (b) Copies of the credit card (front and back)


    • (c) Bill not older than three months



    2. Deposits with Master Card


    • (a) Passport/ National ID/ Driving License


    • (b) Copies of the credit card (front and back) or (d) card’s bank statement


    • (c) Bill not older than three months



    3. Deposits with E-wallet (Moneybookers, Neteller, Ecocard etc.)


    • (a) Passport/ National ID/ Driving License


    • (b) Bill not older than three months


    • (c) Screenshot of the E-wallet account (when withdrawal amount is =/> 2300 EUR)



    4. Deposits with Prepaid Card (Ukash, Paysafecard etc. )


    • (a) Passport/ National ID/ Driving License


    • (b) Bill not older than three months


    • (c) Copies of the vouchers



    5. Deposits with Instant Banking/Bank Transfer


    • (a) Passport/ National ID/ Driving License


    • (b) Bill not older than three months


    • (c) Bank statement



    Please photograph or scan the documents, attach the files to an email and send it to docs@casinocruise.com.


    Please note that additional documentation may be required under certain circumstances.

    We only need you to send your ID once. Your account will be updated as soon as your documents are received and processed (up to 72 hours). You will then be able to make withdrawals from your CasinoCruise.com account.


    Please note that occasionally we may need to ask, at your sole cost, for additional documentation such as confirmation of deposits, a bank reference or notarised ID. Please be aware that some of these documents may be required to be sent to our postal address.


    You can send us your documents via any of the following two methods:


    (1) Email: docs@Casinocruise.com

    (2) Fax: +44 208 166 1325

  17. Responsible Gaming

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Financial
  1. How do I create a CasinoCruise.com account?

    Registering with us at CasinoCruise.com is plain sailing. Just click here and fill in the required fields. We will then send you a quick verification email. Click the verification link in your email and your account will be activated. It’s that easy.

  2. 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.

  3. 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.

  4. 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 your Password? link next to the login fields. 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 get back on-board.

  5. Why do I need to verify my CasinoCruise.com account?

    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.com 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.

  6. 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, real money activities will not be possible.

    The documents you need to send in order to verify your account depend on the payment method used. All documents are securely stored and therefore only need to be submitted once.

    When the time comes to verify your account you will be notified via e-mail. However, you can also send the necessary documents in advance. We highly recommend that you send your documents as soon as possible, preferably before making a withdrawal, as it will help us to provide you with a better and faster service.


    You can find a list of the documents we require below, along with instructions for submission to docs@casinocruise.com.



    (a) Valid Photographic ID


    We accept copies of your passport, driving license or national ID card. Your signature, name and photograph should be suitably visible. The document must be valid and show the expiration date.

    See below for suggested forms:


    • Passport


    • Driving License


    • National ID



    (b) Credit Cards


    A copy of the front and back of the credit card used to fund your account is required. The first 6 digits and the last 4 digits of the long number should remain visible

    all remaining numbers of the long card number and the 3-digit security code on the back of the card should be blanked out. Please be aware that should you

    use multiple cards to fund your account, you may be asked to supply copies for these additional cards.

    If credit card copies are not available a recent credit card statement may be provided

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


    We may also need to verify your address. This can be done using either a credit card bill or bank statement.

    Utility Bills – see an example here.

    Please Note: Bills should not be older than three months. Any bills older than three months will not be accepted.


    (d) Bank Statements


    We accept screenshots/pictures of your online bank account or a bank statement showing the deposit(s) to Odds Matrix. Please ensure that the whole of the document is clearly visible including all edges and that all text is legible. Your full name and account number must be clearly visible in the picture. Feel free to cover transactions not concerning CasinoCruise.com.


    (e) E-wallet account (Moneybookers/Neteller/Ecocard etc.)


    We accept screenshots/pictures of your E-wallet account in which your full name and account number/email are visible. All details must correspond with the information held on your CasinoCruise.com account. The email address on your E-wallet account must match the one you used to register with CasinoCruise.com.


    (f) Prepaid cards


    We require copies of the vouchers covering the last 5 transactions, or the links where purchases have been made.

    Documents required for verification according to payment method:


    1. Deposits with Visa Card


    • (a) Passport/ National ID/ Driving License


    • (b) Copies of the credit card (front and back)


    • (c) Bill not older than three months



    2. Deposits with Master Card


    • (a) Passport/ National ID/ Driving License


    • (b) Copies of the credit card (front and back) or (d) card’s bank statement


    • (c) Bill not older than three months



    3. Deposits with E-wallet (Moneybookers, Neteller, Ecocard etc.)


    • (a) Passport/ National ID/ Driving License


    • (b) Bill not older than three months


    • (c) Screenshot of the E-wallet account (when withdrawal amount is =/> 2300 EUR)



    4. Deposits with Prepaid Card (Ukash, Paysafecard etc. )


    • (a) Passport/ National ID/ Driving License


    • (b) Bill not older than three months


    • (c) Copies of the vouchers



    5. Deposits with Instant Banking/Bank Transfer


    • (a) Passport/ National ID/ Driving License


    • (b) Bill not older than three months


    • (c) Bank statement



    Please photograph or scan the documents, attach the files to an email and send it to docs@casinocruise.com


    Please note that additional documentation may be required under certain circumstances.

    We only need you to send your ID once. Your account will be updated as soon as your documents are received and processed (up to 72 hours). You will then be able to make withdrawals from your CasinoCruise.com account.


    Please note that occasionally we may need to ask, at your sole cost, for additional documentation such as confirmation of deposits, a bank reference or notarised ID. Please be aware that some of these documents may be required to be sent to our postal address.


    You can send us your documents via any of the following two methods:


    (1) Email: docs@Casinocruise.com

    (2) Fax: +44 208 166 1325

  7. Where do I find my Profile Page?

    Once you have logged in to CasinoCruise.com click on the My Home tab at the top of the page. This will take you to your Profile Page where you will find a log of everything related to your casino adventure – personal information, details & settings, transaction history and all your bonuses and trophies.

  8. How do I change my password?

    Change your password by logging in to My Account, clicking on the Change Password tab and following the instructions on that page.

  9. How do I change incorrect personal details?

    Log in to My Account and select the My Details 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.

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

    Don’t worry. We won’t leave you stranded at sea! Simply click on this forgotten 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.com 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.

  11. Can I change my CasinoCruise.com username?

    Sadly, once you are on our passenger manifest you will not be able to change your CasinoCruise.com name, so choose your name with care and pay extra attention to the spelling. We like to run a tight ship.

  12. 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 of our email communications. Alternatively, you can opt out by amending your account settings under My Home and we will make sure not to send you any more of our exciting promotional material.

  13. Why am I not receiving any of your emails?

    Please click here for details.

  14. 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.

  15. How can I change my registered email address?

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

  16. Can I have more than one CasinoCruise.com account?

    Unfortunately not; due to regulatory requirements we can only accept one account per user. Captain’s orders!

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

    If you think that you may have already registered with CasinoCruise.com, 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.

  18. 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.com 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.

  19. 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.com acknowledging receipt of your inquiry and letting you know that we are working on an answer.
    REMEMBER: CasinoCruise.com does not send unsolicited emails, but not all mail filters realise 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.

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

    Online gaming is an enjoyable and potentially profitable pastime. However, CasinoCruise.com 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. You may also wish to take advantage of the self-exclusion feature available under My Account whilst you are logged in. We highly recommend you contact Customer Support in times of doubt. Your wellbeing is our top priority, and our hosts will gladly help you with any problems you may encounter.

  21. How do I self-exclude?

    We all need a break sometimes. If you are hit by seasickness and you feel it’s better to slow things down, you can limit the amount of deposits, losses, wagers and 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, and 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 support@CasinoCruise.com for assistance or contact us directly via our Livechat in advance of any self-exclusion activity.

  22. Can I cancel the self-exclusion?

    You may cancel the self-exclusion within 7 days from its start date. In order to do so, a detailed written request is required before account re-opening can be considered. After the 7-day period the self-exclusion cannot be terminated, and will be effective until it expires, with no exception.

  23. 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. You will receive an automated email announcing the end of your self-exclusion period and welcoming you back aboard CasinoCruise.com.

  24. How do I permanently close my account?

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

Deposits
  1. How do I make a deposit at CasinoCruise.com?

    You can find the green Deposit button in any game and on the right-hand side of every page. There’s also one on your My Home page.
    Simply select the desired deposit method from the options provided and follow the instructions.

    At CasinoCruise.com 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.com account, please see below “My deposit failed. What’s wrong?”

  2. What deposit methods does CasinoCruise.com accept?

    At CasinoCruise.com we have pushed the boat out to make 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.com 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.

  3. 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. We like to keep things above board.

  4. 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 €20,000.

    Please visit our Payment Section for more information by clicking here.

  5. 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.

  6. I made a deposit but the funds were not credited to my CasinoCruise.com 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.

  7. Does CasinoCruise.com charge a fee for deposits?

    In some instances and in some countries, a small deposit fee may be charged by one or more of our payment providers. For information on specific payment methods and countries, please contact our support team.

  8. How long does a deposit take to reach my CasinoCruise.com 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:

     

    Method Transaction
    Credit/Debit CardInstantly
    E/WalletInstantly
    Prepaid CardInstantly
    Bank Transfer (Trustly)3-5 Business Days

     

    Travel to our Payment Section for more information

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

    First of all you need to navigate to the Deposit button, found on the 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.

  10. I have deposited money via a bank payment. When will this money be available in my CasinoCruise.com 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 weekdays to show on your CasinoCruise.com account.

  11. 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.

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

    Yes, CasinoCruise.com enables you to set your own daily, weekly or monthly deposit limits. Log in and set your course for the My Home 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.

  13. Do you accept deposits from my country?

    We accept deposits from all countries, with the exception of Israel, USA and US territories, and France and French territories.

  14. 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.

  15. 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.

  16. 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.com? Please visit our Payment Section for full details.

  17. 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.com account.

  18. How do I change my payment method?

    You’re allowed to use up to five different payment methods to fund your CasinoCruise.com account. Log in, click on the green Deposit button available on the right-hand side of every page on CasinoCruise.com and select from the choices available. Submit the required details and you’ll be cruising in no time. If you experience any difficulties email support@CasinoCruise.com or contact us directly via our Livechat.

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

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

  20. Which credit/debit cards do you accept?

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

  21. What currencies does CasinoCruise.com support?

    CasinoCruise.com 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.

Withdrawals
  1. How do I withdraw money from CasinoCruise.com?

    In order to make a withdrawal, log in and click on the My Home tab, then go to Withdraw, under the Balance window. 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.com 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 of the documents we require you to send to docs@casinocruise.com.

  2. Which withdrawal methods can I use?

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

  3. 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.

  4. 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.com account?" under Account above) 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.

     

  5. Does CasinoCruise.com 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.com is not responsible for such fees.

  6. I have made a withdrawal from CasinoCruise.com. 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.

     

    Method Transaction
    Credit/Debit Card Instantly
    E/Wallet Instantly
    Prepaid Card Instantly
    Bank Transfer (Trustly) 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. For more detailed information see How do I verify my CasinoCruise.com account?

  7. 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, real money activities will not be possible.

    The documents you need to send in order to verify your account depend on the payment method used. All documents are securely stored and therefore only need to be submitted once.

    When the time comes to verify your account you will be notified via e-mail. However, you can also send the necessary documents in advance. We highly recommend that you send your documents as soon as possible, preferably before making a withdrawal, as it will help us to provide you with a better and faster service.


    You can find a list of the documents we require below, along with instructions for submission to docs@casinocruise.com.



    (a) Valid Photographic ID


    We accept copies of your passport, driving license or national ID card. Your signature, name and photograph should be suitably visible. The document must be valid and show the expiration date.

    See below for suggested forms:


    • Passport


    • Driving License


    • National ID



    (b) Credit Cards


    A copy of the front and back of the credit card used to fund your account is required. The first 6 digits and the last 4 digits of the long number should remain visible all remaining numbers of the long card number and the 3-digit security code on the back of the card should be blanked out. Please be aware that should you use multiple cards to fund your account, you may be asked to supply copies for these additional cards.

    If credit card copies are not available a recent credit card statement may be provided.


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


    We may also need to verify your address. This can be done using either a credit card bill or bank statement.

    Utility Bills – see an example here.

    Please Note: Bills should not be older than three months. Any bills older than three months will not be accepted.


    (d) Bank Statements


    We accept screenshots/pictures of your online bank account or a bank statement showing the deposit(s) to Odds Matrix. Please ensure that the whole of the document is clearly visible including all edges and that all text is legible. Your full name and account number must be clearly visible in the picture. Feel free to cover transactions not concerning CasinoCruise.com.


    (e) E-wallet account (Moneybookers/Neteller/Ecocard etc.)


    We accept screenshots/pictures of your E-wallet account in which your full name and account number/email are visible. All details must correspond with the information held on your CasinoCruise.com account. The email address on your E-wallet account must match the one you used to register with CasinoCruise.com.


    (f) Prepaid cards


    We require copies of the vouchers covering the last 5 transactions, or the links where purchases have been made.

    Documents required for verification according to payment method:


    1. Deposits with Visa Card


    • (a) Passport/ National ID/ Driving License


    • (b) Copies of the credit card (front and back)


    • (c) Bill not older than three months



    2. Deposits with Master Card


    • (a) Passport/ National ID/ Driving License


    • (b) Copies of the credit card (front and back) or (d) card’s bank statement


    • (c) Bill not older than three months



    3. Deposits with E-wallet (Moneybookers, Neteller, Ecocard etc.)


    • (a) Passport/ National ID/ Driving License


    • (b) Bill not older than three months


    • (c) Screenshot of the E-wallet account (when withdrawal amount is =/> 2300 EUR)



    4. Deposits with Prepaid Card (Ukash, Paysafecard etc. )


    • (a) Passport/ National ID/ Driving License


    • (b) Bill not older than three months


    • (c) Copies of the vouchers



    5. Deposits with Instant Banking/Bank Transfer


    • (a) Passport/ National ID/ Driving License


    • (b) Bill not older than three months


    • (c) Bank statement



    Please photograph or scan the documents, attach the files to an email and send it to docs@casinocruise.com


    Please note that additional documentation may be required under certain circumstances.

    We only need you to send your ID once. Your account will be updated as soon as your documents are received and processed (up to 72 hours). You will then be able to make withdrawals from your CasinoCruise.com account.


    Please note that occasionally we may need to ask, at your sole cost, for additional documentation such as confirmation of deposits, a bank reference or notarised ID. Please be aware that some of these documents may be required to be sent to our postal address.


    You can send us your documents via any of the following two methods:


    (1) Email: docs@Casinocruise.com

    (2) Fax: +44 208 166 1325

  8. 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.

  9. 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.

  10. What is the lowest amount that I can withdraw?

    This varies between payment providers and countries. Normally, the minimum withdrawal amount is €10. Please visit our payment section for more information by clicking here.

  11. 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.com 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.com 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.com account?

  12. 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.com account.

  13. 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.

  14. What is an IBAN, swift code or 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.

  15. 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.

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

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

Technical
  1. I want to play at CasinoCruise.com. 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 m.casinocruise.com webpage can be viewed on all mobile devices that support web browsing.

     

  2. Which software providers do you use?

    We use Net Entertainment (NetEnt), Microgaming, NYX Interactive, and Vivo Gaming to provide software for our various casino platforms (Casino, Live and Mobile).

  3. What happens if I lose my Internet connection?

    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.

  4. 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. 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.

  5. The CasinoCruise.com 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.

  6. 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 your Password?" link next to the login fields. 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 get back on-board.

Bonuses & Promotion
  1. 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. 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.

  2. What is the CasinoCruise.com welcome bonus?

    As welcome gift for joining us aboard CasinoCruise.com we would like to offer you the chance to double up on your first deposit. Since we like the cut of your jib, we will also give you an extra little gift of 100 free spins to get you started; in fact, we’ll even let you have 3 more bonuses on the 2nd, 3rd and 4th deposit! For more details click here.

  3. How do I get my welcome bonus?

    As you begin your CasinoCruise.com journey, making your first, second, third or fourth deposit, you will be given the opportunity to choose the type of bonus you wish to activate.

  4. 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.
    Below you will find a list detailing each game’s contributions to the wagering requirements:

    • Video Slots and other games - 100%*
    • All games under the "classic slots"-  75%* 
    • All Table games & All Blackjack - 10% 
    • Live Dealers - 10%
    • All Video Poker - 5%

    *The following Video slots will be excluded from playing with Bonus balance: Blood Suckers, Dead or Alive, Kings of Chicago, Devil's Delight™, Mega Joker, The wish Master, Champion of the Track, Robin Hood, pearls of India, Tower Quest, Scrooge and Jackpot 6000.
    *The following Video Slots will contribute 20% towards bonus wagering: Simsalabim, Castle builder, Big Bad Wolf, Supernova, Hot Ink, Arabian Rose.

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

    You can check your progress in My Home, under Bonuses.

  6. Where can I find details of available bonuses and promotions?

    Head over to the CasinoCruise.com 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, alongside our Promotions Calendar. 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.com (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.com 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 here.

  7. 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 Bonus tab, under My Account section. Then click the “Forfeit” button found under your active bonus to surrender it.

  8. 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.

  9. 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. Welcome aboard!

  10. 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.

  11. I received a casino bonus, but my wagering requirements do not decrease. Why is this?

    Different games make different contributions towards the wagering requirement. For more information, see the Wagering Requirements Table.

  12. What is the wagering requirement for bonuses?

    CasinoCruise.com 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. For more information, see the Wagering Requirements Table.

  13. 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 any game.

  14. 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.com 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.

Casino
  1. 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. 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.

     

  2. Where can I find details of available bonuses and promotions?

    Head over to the CasinoCruise.com 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, alongside our Promotions Calendar.


    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.com (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.com 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 here.

     

  3. 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 Bonus tab, under My Account section. Then click the “Forfeit” button found under your active bonus to surrender it.

  4. 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 any game.

  5. 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.

  6. 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. Welcome aboard!

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

    CasinoCruise.com 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.com, 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.

  8. 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.

  9. Can I try games for free?

    Yes, you can play every single game found on CasinoCruise.com for free if you select ‘Practice Mode’.

  10. Where can I find detailed instructions on how to play a game?

    'Game Rules' can be found under the Game Information tab when you click on any game. Alternatively, on every game page, you’ll find two question mark symbols: one at the bottom left of the game window and one on the right-hand side menu. We highly recommend you read all instructions carefully and/or play a few practice rounds before placing any real money bets.

  11. Can I remove a bet after placing it on the table?

    Yes. Bets can be removed or changed before the game round starts.

  12. 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.

About Casino Cruise

Casino Cruise is an online Casino dedicated to delivering a thrilling gaming experience, whilst docking at exotic worldwide locations to play and explore.

Featuring the best online slot machines, table games and ever-growing jackpots, you are bound to have life- changing experiences on your cruise journey.

 

 

 

 

 

 

 

 

 

 

licensing and regulation

This website Casinocruise.com is operated by Genesis Global Limited of Tower Gate Place, Tal-Qroqq Street, Msida, Msd 1703– Malta. Genesis Global Ltd. is a company incorporated under the laws of Malta with registration number C65325, that operates under a Class 1 on 4 license number MGA/CL1/1150/2015 issued on 5th August, 2016 which is licensed and regulated by the Malta Gaming Authority and also regulated by the UK Gambling Commission , with License Number 000-045235-R-324169-001. UK persons wagering via the website are doing so in reliance on the license issued by the UK Gambling Commission. Games from Microgaming, Play'n Go, Evolution and Nyx are licensed and regulated by the Government of Curacao. Gambling can be addictive. Play responsibly. Find help with Gambling Therapy or Gam-Anon.

game providers

CasinoCruise.com is a complete multi-vendor online casino gaming platform, offering over 1000 high-quality games from the world’s top suppliers and software developers. Our website conveniently brings together the very best casino games as provided by Microgaming, NetEnt, Play’n Go, Evolution and Nyx, all in one place. Everything you need to embark on a first class casino gaming experience can be found right here, aboard CasinoCruise.com. 

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