CB Cruises and Charters Carnival Cruise Lines Carnival 3% service fee charged to casino players using credit money on carnival casino players tables

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Carnival Cruise Lines review: Carnival 3% service fee charged to casino players using credit money on carnival casino players tables ( 1 comment)

Robert Shambrook of US

Oct 22, 2024 5:13 pm EDT

Verified customer

Review updated: Oct 23, 2024

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I recently cruised on the Carnival Luminosa transpacific (September 19th, 2024) to Sydney, Australia. A complaint I would like to be investigated:

1). This one really upset me... to my surprise Carnival Casino operators now charge Casino Players a 3% players service fee to draw players own money to play on Carnival Casino Tables, Craps, Blackjack, Blackjack 21, and son on. Bottom line, Carnival now charges a 3% fee to use players money on their card playing tables. This practise is called... PRICE GOUGING. Not only does the Casino have the "edge" over players chances of winning, they now make sure they are profiting even before you lay your first dollar on the tables... This has got to be an unlawful practice?

While on this cruise I personally spent some $4,000 on Players Tables & Slots and received not one offer of comps... When I complained to the Floor Manager, she offered a Steak Dinner for Two and a bottle of Wine...

Very dissapointed with Carnival Cruise Line...

Claimed loss: On each (3) occasions I was charged a 3% Service FeeMy Name is Robert Shambrookemail address: [protected]@hotmail.com

Desired outcome: ALL 3% SERVICE FEES RETURNED

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Carnival Cruise Lines response

Oct 23, 2024 3:47 pm EDT

Carnival Cruise Lines customer support contacts

Phone numbers

1300 385 625

+1 (800) 764-7419

Address

3655 NW 87th Avenue, Miami, FL, 33178, US

Website

www.carnival.com

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View all Carnival Cruise Lines contacts

Thank you for reaching out to us and sharing your feedback regarding the 3% player service fee in the casino. I can certainly understand why you’re upset, and I appreciate you taking the time to bring this to our attention.

I’d like to clarify that the fee you’re referring to is associated with the use of credit or debit cards to obtain funds for casino play, which helps cover the costs of providing this service. It’s important to note that many land-based casinos have similar fees when drawing funds from cards or ATMs for gaming purposes. While we understand this might feel unexpected or frustrating, we want to assure you that we aim to remain transparent with our guests and make all charges clear before a transaction is completed.

We genuinely value your feedback and want to ensure that your future gaming experiences are both enjoyable and fair.

Thank you again for your time and feedback, and we hope to have the opportunity to welcome you back onboard in the future for a more positive experience.

Sincerely,

Guest Care Executive, Office of the President
Carnival Cruise Line
3655 NW 87 AVE
Miami, FL 33178

Carnival Cruise Lines response

Oct 23, 2024 4:07 pm EDT

Carnival Cruise Lines customer support contacts

Phone numbers

1300 385 625

+1 (800) 764-7419

Address

3655 NW 87th Avenue, Miami, FL, 33178, US

Website

www.carnival.com

File a complaint Write a review

View all Carnival Cruise Lines contacts

Thank you for sharing your advice to the guest.

We encourage all guests to reach out directly, just as you’ve suggested, so that we can address any concerns as quickly and thoroughly as possible. I would also like to assure you that every complaint is taken seriously and reviewed carefully by our team.

Thank you again for sharing your perspective.

Sincerely,

Guest Care Executive, Office of the President
Carnival Cruise Line
3655 NW 87 AVE
Miami, Fl 33178

Resolved

This complaint has been resolved automatically due to user's inactivity.

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R. Hodkiewicz

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R. Hodkiewicz

Oct 23, 2024 4:36 am EDT

Verified customer

Contact Carnival Cruise Lines’ customer service to formally lodge your complaint about the service fee and lack of comps. Detail your spending and experiences, emphasizing the need for transparency and fairness in their casino practices. If you don’t receive a satisfactory response, consider escalating to a consumer protection agency.