The player from Austria reported that his account, containing €8,500, had been 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 had been closed "at his own request" and confiscated his winnings. The player demanded that the casino honor the previous commitment and release the funds. The complaint was resolved after the casino reopened the player's account and restored his winnings, allowing the withdrawal and verification process to proceed smoothly.
Crocoslots Casino - Player's account has been closed and winnings confiscated.
Resolved
Our verdict
Case closed
Amount: €8,500
Crocoslots Casino
Safety Index 6.0 Below averageCase summary
Discussion
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1 month 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,
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1 month 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 month 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
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1 month ago
TranslationHello Veronika,
Thank you so much for taking over my case so quickly and for your help! Here are the answers to your questions to clarify the situation completely:
1. Creation and closure of the first account: Until this incident, I was completely unaware that I supposedly already had an account at this casino. The casino has also not provided me with any specific dates or details in its emails regarding when this alleged first account was opened or closed. I only learned of the existence of this supposed pre-existing account now, due to the sudden suspension.
2. Verification of the first account: Since the old account is completely unknown to me, I firmly assume that it was never verified and was at most an unused, inactive account in the system.
3. Old email correspondence: Since I was unaware of the old account and the casino hasn't provided me with any details about it, I have no emails related to it in my inbox. The casino would first have to verify this history in its own database.
4. Payment method for the secondary account: I made my deposits to the new account via Apple Pay.
5. Personal Information in Profile: Yes, I filled out my profile with my real and complete personal information (name, date of birth, address) before making the deposits. I concealed absolutely nothing. The casino's system should therefore have immediately noticed during the verification process if there was an old account. Instead, my deposits on June 3rd and 4th were accepted without any problems, and the account was only blocked after the winnings were credited.
Important addendum: I would like to emphasize that I played on the new account without any bonuses (pure real money/raw cash). Therefore, there is absolutely no malicious bonus abuse. Furthermore, VIP support (employee Wayne) explicitly and manually reviewed the account on June 4th and confirmed in writing that this current account is active and approved. Only after this did the verification department cancel the winnings of €8,500.
I behaved completely correctly and in good faith as a player, while the casino first accepted my deposits, gave me the green light via VIP support, and then ultimately refused the payout without providing any concrete details.
I hope this information is helpful!
Best regards,
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1 month ago
Hello Rolexesh,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
TranslationOkay, thank you so much for your help 🙏🏻
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4 weeks ago
TranslationMy account has been reopened with the winnings; now I'm waiting to see if the payout and verification go smoothly. Once everything is complete, I'll close the complaint!
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4 weeks ago
Thank you for the updates and for your patience while I was away from the office.
I'm glad to hear that the casino has now reopened your account.
Could you please specify the exact date when you submitted the withdrawal request for your winnings?
If there has been any additional communication between you and the casino customer support regarding this matter, please do not hesitate to forward it to me at veronika.f@casino.guru.
I appreciate your cooperation.
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4 weeks ago
TranslationEverything completed, €2000 paid out, the rest gambled away - verification took too long (classic trick to make you gamble away your winnings again)
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Rolexesh,
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,
Veronika
