The player from Germany, who was a VIP Gold member, faced 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 was blocked for self-exclusion, and he had not received his remaining €300 balance. We reviewed the case and confirmed that the €300 winnings had already been paid out, so no money was being withheld or confiscated. As the remaining issue was only the account closure, which the casino could do at any time, no further action could be taken. The complaint was closed at his explicit request.
Crocoslots Casino - Player's account has been closed without clear reason.
Closed
Our verdict
Other
Amount: €300
Crocoslots Casino
Safety Index 6.0 Below averageCase summary
Discussion
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3 weeks 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Even though I did nothing, my account was blocked and my money was withdrawn.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.
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3 weeks 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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3 weeks 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
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3 weeks ago
TranslationHello,
Thanks for the feedback. Yes, my account was verified. Furthermore, I was even a VIP Gold member, meaning I deposited a significant amount to achieve this VIP status.
Yes, I won using a bonus, but the bonus on this site came with wagering requirements. I fulfilled the requirements, so I met them. The payout is normally ten times the activated bonus amount. However, my withdrawal limit was increased to 15 times because I was a VIP Gold member. Furthermore, I was advised to email ahead with any large wins to confirm whether I could withdraw more than 15 times the bonus amount, and it would be decided on a case-by-case basis. This was an offer from the VIP team – something they suggested, and I fulfilled it.
My account was closed on Friday, July 3rd.
I even received an email afterwards saying the site was very sorry that I had closed my account. However, they themselves had closed my account through self-exclusion.
But I have new information:
I did receive the €300 payout after all. My only remaining problem was that I was blocked. But I've now found out the reason. Apparently, it wasn't about me asking if I could withdraw more, even though they had offered it to me. It was about me mentioning that I had debts and needed a larger payout. I only mentioned the debts to get sympathy and be able to make a larger withdrawal. I didn't consider that mentioning the word "debt" would trigger player protection and lead to my account being blocked immediately. So, I understand the problem now. However, I'm still disappointed that I wasn't warned and that there were no immediate consequences, including my account being blocked. I had no idea until now that such a simple, incorrect statement could lead to such consequences.
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2 weeks ago
Thanks for your reply and the update provided in the case.
Please note that, from our perspective, the casino can close the player's account at any point for any reason. We only investigate and assist players whose money was withheld or money confiscated.
Since you confirmed the money reached your bank account already, we won't be able to extend our assistance further.
Please let me know whether we can consider the issue resolved or if there is any other issue we may assist you with in this case.
If you consider yourself a vulnerable individual in need of protection, we recommend you explore articles and guides on responsible gambling here: https://de.casino.guru/ratgeber-verantwortungsvolles-spielen
Looking forward to your reply.
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2 weeks ago
TranslationThank you for your support. The case is closed.
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1 week ago
We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.
Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access, or anything else, our team is ready to assist.
If you change your mind or feel you need our support, we will be here to help.
