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Hi all, Last week I discovered a major flaw in Casino Cruise's bonus system that could result in unsuspecting players having large winnings forfeited through no fault of their own. I raised my concerns with casino support and management 7 days ago, and have not received a satisfactory resolution as yet, and given how serious the issue is, this isn't good enough, hence I felt that all players should now be warned. I recommend no one play at this casino until the bonus system is fixed, as some poor player could lose thousands with the current system. The best way to explain what happens is by posting my original email to support and their response. My email: Hi, A little while ago I spoke to support about my balance suddenly disappearing mid play when I still had approximately $0.60c in my account. I was told that this happened because the bonus is canceled once the bonus balance drops below 0.80c. I thought this was very unfair, as anything can still happen in a few spins at a min bet, and 0.80c is still enough for a few last spins. I was told nothing could be done and this was the rules. Well, this process has just ripped me off $5.59. I know it's not much, but on principle this rule is highly flawed, and all your customers need to be informed. I'll explain what just occurred : I was playing Tornado Farm when on my last spin at 0.80c stake, I hit the feature and won $5.55. Great right? Wrong, because at the time of my last spin my balance was only $0.84. Meaning, when the feature ended and returned to the base game, my balance was showing as $0.04c, and to the right of this my 'Won' balance was showing as $5.55, however the winnings were not credited to my total balance. At first I thought the game had froze so I reloaded it, and this time my winnings from the feature had disappeared all together. I tried loading another slot, but the winnings still weren't in my balance. So what happen to the feature winnings of $5.55? We're they canceled out because of your flawed bonus system? If so, this isn't right, as it highlights a massive flaw in the system if you hit a feature on your last spin like I have. Please investigate. Casino Cruise Response: We hope this email finds you well. I'm happy to inform you that we received an answer from our technical department about your case. They say that your last win was considered a "Bonus Late Win". Even though you won the last round, until the round was settled, the balance was already forfeited. Therefore even if you won the round, the winning from that round were forfeited as well. This is how the system is setup and how the Bonus late win system works. Thank you for your patience and understanding on this matter! Feel free to contact us at any time for any question that you might have. Our Casino Hosts will be more than happy to assist. We look forward to hearing from you soon. Sincerely, Casino Host CasinoCruise Support My final response: Thanks for getting back to me Rachel. I'm sorry, but I consider this ridiculous, and regardless of how your system works, this is essentially stealing a players winnings when you really have no right to. I have been playing at sites such as Betat and Guts for a long time, and I have never ever experienced anything like this regarding your 'bonus system', whereby a players winnings can be stolen when they still had funds in their account. This is what rogue casinos do. I'm sorry, but I can't play at site where funds and winnings go missing, and the reason given is simply, 'it's just how the bonus system works'. Please close my account, as I'll be focusing on the more trusted sites I frequent, where my funds or winnings have never just disappeared. Also, your players deserve to know this system is in place, and potential winnings could be seized as a result. In my case the stake and winnings were small, but what if my last spin was at $20.00 and I hit a feature and won $20,000.00? Would you honestly expect the customer to just except your explanation and lose $20,000.00 even though they did nothing wrong what so ever? You need to either change your bonus system immediately, or notify all customers that they can have winnings confiscated through no fault of their own when a bonus is in play. As I said, this is rogue behavior, and in the interest of fair play, I'll be notifying everyone I know of this anomaly via various forums I frequent. Sooner or later this will effect someone else, and involve a larger sum of winnings. No one deserves to lose their winnings for no good reason, especially on their last spin. Good luck, but I'm definitely out. Just to clarify, I don't believe this casino is intentionally being rogue, however the bonus system clearly is, and you can see from my example how a player could lose a large win because of it. It needs to change. I have not heard from this casino since last Friday when they advised that management was looking into it, however this doesn't change the fact that players could be ripped off in the meantime. This casino is currently doing a BOF process at Casinomeister, however I doubt anyone there is aware of this bonus flaw. If they were, they would not pass the test there. Again, I recommend not playing at this site until this bonus system is changed. I've given them ample time to rectify the problem, however it seems player safety is not high on their agenda, hence I thought it was time to publicly announce this warning. Crow Boy