11Croco Casino - Player’s self-exclusion is not honored.

Hi, ich habe mich wegen Spielsucht sperren lassen, aber es erfolgt einfach keine Sperre, stattdessen werden wir Boni angeboten und versucht weiter zum Spielen zu animieren. Ich möchte meine Einzahlungen zurück.

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Dear Kikidoof,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling section and I found this:

SELF-EXCLUSION BY REQUEST

You may also contact our support team at support@11croco.com and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@11croco.com in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it.

Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits.

Could you please advise if you've tried contacting the email address listed above? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

Hi Kristina, habe Dir geschrieben. Danke. Liebe Grüße

Hi Zusammen, ich bin immer noch nicht gesperrt. Liebe Grüße

Dear Kikidoof,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Kikidoof,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the 11Croco Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible.

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Hi Martin, dass Konto wurde endlich geschlossen, allerdings erfolgte keine Reaktion auf die Rückerstattung. Liebe Grüße

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good day,

First and foremost, we would like to express our sincere apologies for the fact that the processing of the account closure request took longer than the customer had expected.

Upon the customer’s initial request regarding the closure of the gaming account, the manager offered Responsible Gambling (RG) tools designed to assist the customer in maintaining control over their gaming activity. Specifically, the customer was offered the option to set deposit limits as well as to activate a temporary account suspension (Cooling-off period).

Subsequently, after the customer explicitly disclosed experiencing gambling addiction, the account was immediately and permanently closed, with no possibility of reopening.

Should the customer wish to extend the restriction beyond the project level and apply a license-wide self-exclusion, they may contact customer support again, and we will ensure that such a request is processed accordingly.

We hope that this explanation clarifies the situation and provides sufficient transparency regarding the actions taken.

Best regards,

11Croco Casino Team

Hi Zusammen, ich habe mehrmals darum gebeten, mein Konto zu schließen und habe sogar mitgeteilt, dass ich mich selbst ruiniere und trotzdem ist das Konto offen geblieben und ich erwarte eine Erstattung meiner Einzahlungen

Dear casino representative,

Thank you for your response and for confirming your willingness to apply a license-wide self-exclusion upon request. We also appreciate that the player’s account has now been permanently closed.

Based on the evidence provided, the player first requested self-exclusion on January 1st. We however acknowledge this was done by a different email address, and without any accompanying evidence such as livechat conversations mentioning the request, we are unable to consider this a fully valid request. However further requests followed on January 7th, 8th, and 10th. From January 8th onward, the player was already in direct contact with your team, yet the account remained active and promotional bonuses continued to be offered.

Under these circumstances, we believe it would be fair and in line with responsible gambling principles to refund the player’s deposits and losses incurred from EDITED due to submission of additional evidence - January 2nd onwards.

Thank you for your cooperation, we will be awaiting your reply.

Hi Michal, habe Dir die Email weitergeleitet, habe bereits am 01.01.26 von der registrierten Email um Sperrung gebeten und extra auf die Spielsucht hingewiesen. Liebe Grüße

Hi, habe ein Angebot bekommen und es Dir weitergeleitet, habe nicht drauf geantwortet, da die Sperre nicht ab dem 19.01, sondern seit dem 01.01 gefordert war. Liebe Grüße

Hello Kikidoof,

unfortunately I haven't received any emails from you just yet. Please forward them to martin.l@casino.guru.

Hi Martin, hast Du die Emails erhalten? Liebe Grüße

Hello Kikidoof,

I have received your emails now, thank you. Could you please confirm whether there was any additional communication between 1st of January and 7th of January, via livechat, email or else? If so, please let me know.

Hi Martin, habe Dir die Antworten übersendet. Liebe Grüße

Dear Kikidoof,

thank you for your continued cooperation.

Dear casino representative,

after reviewing the additional evidence, I can confirm the player has also sent a valid self-exclusion request on 1st of January. In addition to this, the casino has responded with a bonus offer on the next day, instead of closing the account.

We therefore now believe, the player should be entitled to a refund from 2nd of January onwards. I apologize for any confusion, but our current stance has changed only after further evidence was submitted.

In case there is any additional evidence you believe can be relevant to the case, please let me know here or at martin.l@casino.guru

Hi Martin, ich habe Dich bei der letzten Mail in CC genommen, seit dem kam keine Reaktion mehr. Liebe Grüße

Dear Kikidoof,

I have only received your response to my email. In case you have sent me an additional one, I haven't received it.

Good day,

Thank you very much for your patience while awaiting our response.

We have contacted the client directly and have mutually agreed on the reimbursement amount. We are planning to process the refund of her funds from January 2 within the current week.

We believe the client can confirm this arrangement from her side as well.

Please let us know if any further clarification is required.

Best regards,

11Croco Casino Team

Hi, ich warte auf den Zahlungseingang und sage dann Bescheid

Dear parties,

thank you both for updating us on the matter. Please let us know when the payment arrives.

Hi, unterschrieben habe ich, bisher warte ich noch.

Hi Martin, bisher kam noch nichts. Liebe Grüße

Hi Martin, ich sollte nun zum dritten Mal meine Daten durchgeben, bin gespannt.

Dear Kikidoof,

thank you for updating us. Can you please explain the situation in more detail? Have you received a confirmation that your payment details have been accepted and that your funds will be paid out?

Ja, habe Dich jeweils mit in CC genommen.

Ich sollte jetzt bereits mehrfach meine Kontodaten mitteilen, aber eine Zahlung ist bisher nicht erfolgt

Dear Kikidoof,

thank you for providing us with more information.

Dear casino representative,

please keep us updated on the refund process. Have you received all of the required information?

Ist eingegangen, Danke

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kikidoof,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin