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Celebrity Cruises

Celebrity Cruises review: Casino money cash out

C
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2:30 pm EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I sailed on Celebrity Ascent on 04Feb24. I must say I had a great cruise staff , food and entertainment. I am a Elite loyalty customer and switched from all the highest loyalty with other cruise lines to start more with Celebrity.

In saying this I hit a issue during this cruise and would like to express my dissatisfaction with my concern.

On Feb 4th – I played in the casino waiting on the tables to open I started with slots. Informed on tracking purposes I signed in with my room card each time I played. I was last on machine # and decided to go to a table game . I scanned my card to sign out of the machine when I left. I have over $900 in the machine and assumed like all other cruise lines with me signing in my account and signing out this money would go to the card.

Well I found out it did not . I was appalled finding out my $900 was gone. I immediately just few hours later went to the Casino manager. They told me give me a few hours to research and to come back and see him. Well when I did it wasn’t good news. He informed me that the money is gone, and another customer received my money. He said he looked at the cameras as well and he verified that the money was gone and nothing else they would do.

I didn’t take this very lightly . I work hard for my money and to start out my Cruise less than 8 hours to find out another customer simply has my $ 900 and basically casino said oh well sorry. He claims they can not go and ask

The other passenger for the money and there was nothing else that could be done.

This put a bad taste in my cruise and I at this point wanted to just get off the ship and cancel my trip. I tried to make the best out of it but I feel celebrity made no other effort in recovering my funds. It is amazing I spent over 13K on my sail and sign account on this cruise and to experience this was just unacceptable.

Please review this incident

Claimed loss: $ 900.00

Desired outcome: Reinburse me my $ 900 i charged on a slot machine and was charged to my room account sail sign card

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