Crocoslots Casino - Player’s cryptocurrency deposit is missing.

Dear nerunaashu,

Thank you very much for submitting your complaint.

I’m sorry to hear that your Ethereum deposit has not been credited to your Crocoslots account, despite being confirmed on the blockchain.

To better understand your case, could you please clarify the following details?

• Have you checked if the deposit address you used matches the one provided by Crocoslots for your transaction?
• Did the casino confirm that they received the transaction on their end but are still processing it, or have they not acknowledged it at all?
• Have you made previous cryptocurrency deposits to this casino, and did they process without issues?

If you haven’t already, I recommend sharing a screenshot of the blockchain confirmation (e.g., from Etherscan) with the casino as proof. Additionally, please forward any relevant communication with Crocoslots to [email protected], so we can review how they’ve been handling your request.

Your cooperation is crucial in helping us move forward with the case. The more details we have, the better we can assist in pushing for a resolution.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

1. Have you checked if the deposit address you used matches the one provided by Crocoslots for your transaction?

Yes, I have checked the deposit address, and it matches the one provided by Crocoslots. However, the casino support claims that I sent the funds to the wrong wallet. The wallet address I used was confirmed as the correct one for depositing Ethereum (ETH) to my account with them.

2. Did the casino confirm that they received the transaction on their end but are still processing it, or have they not acknowledged it at all?

Yes, the casino confirmed receiving the transaction, but they are stating that I sent the funds to an incorrect wallet address. As a result, the funds were not credited to my account. They have also informed me that I will be charged a 10 EUR fee to restore the funds, which will take up to 60 days. This extended delay and the fee are completely unreasonable, given that the funds are already in their wallet.

3. Have you made previous cryptocurrency deposits to this casino, and did they process without issues?

Yes, I have made previous cryptocurrency deposits to CrocoSlots, and those were processed without any issues. This is the first time I've encountered such an issue with them.

4. If you haven’t already, I recommend sharing a screenshot of the blockchain confirmation (e.g., from Etherscan) with the casino as proof. Additionally, please forward any relevant communication with Crocoslots to [email protected], so we can review how they’ve been handling your request.

I have already provided the transaction hash, blockchain confirmation (Etherscan), and all necessary details to CrocoSlots support. However, they have not provided a clear explanation for why I’m being charged a 10 EUR fee or why it will take up to 60 days to restore the funds, especially since the funds are already in their wallet.

Thank you very much, nerunaashu, for providing all the necessary information. I will now transfer your complaint to my colleague, Stefan ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear nerunaashu,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Crocoslots Casino representative to join this conversation and participate in resolving this complaint.

Dear Crocoslots Casino,

Could you comment on the situation? When can the player expect the refund?

Thank you in advance for providing the information.

Hi!

Thank you for bringing this matter to our attention.

Based on the confirmation we received, it has been indicated that the transaction was not processed or credited due to the use of a wrong wallet address.

Typically, funds of this nature are considered lost when they do not reach their intended destination. However, we have escalated the issue to ensure that the funds are detected and restored as quickly as possible.

As a result, the process of detecting and restoring the funds involves certain fees and the necessary time to complete the process properly and in accordance with standard procedures (60 days).

We kindly ask for your patience as this process follows the usual timeframe.

Kindly,

Crocoslots Casino

Dear Crocoslots Casino,

Could you confirm if the player sent the funds to the wrong blockchain address?

I'll be awaiting your reply.

Hi,

Thank you for your patience.

We can confirm that we escalated the issue promptly upon its report and according to the Payment Provider, the user has sent ETH to a USDTE address. As a result, the recovery process has been initiated.

Since the address did not correspond with the currency sent, the transaction could not be processed, and the funds were not credited to the account balance.

We hope this explanation provides clarity regarding the situation.

Kindly,

Crocoslots Casino

Dear nerunaashu,

I am afraid that we do not have the resources to wait 60 days for the completion of the recovery process. As the mistake was made on your side, we will be forced to reject this complaint. If you do not receive the funds in 60 days, please request a reopen of the complaint. I hope this matter will be resolved as soon as possible.

Your patience is much appreciated.

Kind regards,

Stefan, Casino.Guru