The player from Germany, who is a VIP Gold member, faces account blocking after requesting to withdraw a higher bonus payout as per the casino's offer. Despite having deposited significant amounts and not violating any guidelines, his account is blocked for self-exclusion, and he has not received his remaining €300 balance.
Crocoslots Casino - Player's account has been closed without clear reason.
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Current status
Waiting for player to reply
5d 3h 46m 53s
Crocoslots Casino
Safety Index 6.0 Below averageCase summary
Discussion
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Public
5 days ago
Translation
Hello,
I am appalled and very disappointed by this casino site.
The problem is that I'm already a VIP Gold member on this site and have deposited a lot of money.
When I became VIP Gold, the VIP Manager contacted me and increased my maximum bonus payout limit from x10 to x15.
The manager explicitly told me that next time I report a higher bonus win, I should contact them by email and ask about more options and a higher payout.
That was the offer from the website.
No sooner said than done, after a larger win with a twenty euro bonus, I asked via email if I could withdraw more, as this had been offered to me.
This was simply a question, and I requested a payment of €900 if possible.
Up until then, I hadn't made any withdrawals and had politely asked.
I repeat, it was their offer that I should inquire.
My €900 balance was then deleted, leaving only €300, which I was theoretically allowed to withdraw. However, a few minutes later I received an email stating that my account was being blocked by self-exclusion.
I have allegedly violated the guidelines.
I tried to explain two or three times that it was their own offer to let me report this and that I am now being accused of having committed the correct violation.
Even though I did nothing, my account was blocked and my money was withdrawn. I also haven't received the €300 refund.
This is pure fraud in my opinion, and even though I deposited so much and achieved Gold status, this is being done to me.
I want a clear solution and for my account to be unlocked again, as I have not committed any crime and only asked for what was offered to me.
Automatic translation:
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2 days ago
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2 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Crocoslots Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please specify when the incident happened?
- Was your account in the casino verified? Have you made previous deposits and payouts from the casino?
- Did you achieve your current balance with the help of a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
