The player from Austria reports that his account, containing €8,500, was unjustifiably seized and subsequently blocked by the casino. Despite receiving written confirmation from a VIP team member that his account was valid, the verification department later claimed it was closed "at his own request" and confiscated his winnings. The player demands the casino honors the previous commitment and releases the funds.
Crocoslots Casino - Player's account has been closed and winnings confiscated.
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Waiting for Casino Guru to reply
6d 23h 33m 10s
Crocoslots Casino
Safety Index 6.0 Below averageCase summary
Discussion
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13 hours ago
Translation
Dear Casino Guru Team,
I hereby file an official complaint against the casino, as my total balance of €8,500 was unjustifiably seized (€2,500 was in the process of being paid out, €6,000 was the remaining balance in the account) and my player account was subsequently completely blocked.
The casino is attempting to claim a violation of the "duplicate account rule", but in doing so it becomes entangled in massive contradictions and violates fundamental fair play and player protection standards.
The exact sequence of events:
Registration and duplicate flag: I opened an account, deposited funds, and played. After winning a total of €8,500, my account was flagged as a "duplicate" by the system.
Written approval and confirmation from the VIP team: On June 3, 2026, I received an official email from VIP employee Wayne. He wrote to me unequivocally: "We have reviewed the situation and taken the necessary steps. The original account will remain closed, and this account will be active. Please use only this account from now on." At this point, the casino had therefore reviewed the case internally, validated the account, and officially approved the continuation of the account along with the winnings.
Sudden reversal and confiscation: Just a short time later, the verification department got involved. The casino completely revoked the written confirmation from the VIP team. I was informed that my previous account had been closed "at my own request" and that all winnings (€8,500) would therefore be confiscated. When I objected, my account was immediately and completely blocked.
Admission of internal chaos: In response to my protest, another employee named Walter replied. He admitted in writing that his colleague Wayne had granted me access to the account, but now claimed that Wayne had acted prematurely before the verification department had finished.
Why the casino's decision is absolutely unacceptable:
Binding nature of support promises: As a player, I must be able to rely on the official, written statements of VIP support. If the casino experiences internal communication chaos and makes promises, it cannot simply retract them afterward just because the player wants to withdraw a large sum of €8,500. That is extremely unfair.
Failure of player protection (prevention): The casino argues that my old account was closed "at my own request" (which was done as part of self-protection/responsible gaming). When a player blocks an account, it is the casino's absolute obligation to prevent a new account from being opened with the same information through a simple data verification process. The casino readily accepted my deposits and is now abusing the duplicate account rule as a mere tool to avoid paying out the winnings.
I have secured all the evidence – especially the conflicting emails from Wayne and Walter – as screenshots and will make them available to the Casino Guru team immediately.
I demand that the casino honor the written commitment made by its VIP team to lift the block and fully pay out my €8,500.
Best regards,
Automatic translation:
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1 hour ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 hour ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- When exactly did you create your first account at this casino, and when exactly was it closed?
- Was your first account fully verified?
- Could you please forward the email communication between you and the casino customer support regarding the closure of your original account? My email address is veronika.f@casino.guru.
- Which payment method did you use to deposit funds into the casino using your second account?
- Had you completed any personal information in your casino profile before making deposits and playing on your second account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
