Crocoslots Casino - Player's winnings have been confiscated.

Okay.

I received a cashback bonus based on gameplay that totalled up to $598 CAD.

The wager requirement was 15x.

After reaching the wager requirement. At the time of reaching the wager requirement, my account was at roughly $5000

I submitted a cashout for $4000 and $1000 as it says the withdrawal limit is $4,000 CAD on the withdrawal page. I then receive an email saying that the withdrawal limit is only $3750AUD ($3,300CAD) per day and $7,000AUD per week and to recall my withdrawals and submit again, so I do.

I then continue to play with the remaining $500-600 I had kept in the account and manage to get that to roughly $4,000.

Because of the daily and weekly withdrawal limits, I kept that in my account.

Well, I wake up this morning to an email that ALL my withdrawals and the funds that were in my account (THAT I EARNED ALL AFTER THE BONUS REQUIREMENTS) have been confiscated due to violating "max bet breach"??!!

What I don't understand is, they got me to recall all my withdrawals because of a limit, so I did, and confiscate everything. I am trying to find recent gameplay or history to prove I had over $3,500-4,000 in my account at the time of going to bed, all earned after the bonus and requirements were met and everything.

I just read a similar case on Casino about the guy from Germany Dazard Casino - Player has experienced technical glitch while playing.

This is so unfair. Not only did I earn $6,250 from the cashback bonus, but the additional $3,500 or whatever was left in my account, that I was going to wait because of the daily limit. So now I'm even trying to figure out what was in my account that I can't even see anymore.

I desperately need this to be resolved or receive something back.

Thanks for you consideration

Dear dupuistaylor1994,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you in resolving this issue, could you please provide more information by answering the following questions:

• Did you receive any notification from the casino confirming that the wagering requirements for your bonus were completed and that the maximum bet rule no longer applied?
• How many bets did you place that exceeded the allowed maximum bet limit, and which games did you play after completing the wagering of the cashback bonus?
• Could you also kindly send me a screenshot or a link to the specific cashback bonus offer that you activated and played with?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

1) When I knew that the wagering requirement was complete, I refreshed the page and it had shown as complete with the total balance as "withdrawable" rather than "locked".

2) Roughly 900 bets were placed that were in 'breach of the bet limit', that I was unaware of to begin with.

My issue is that one, I was completely unaware there was a bet amount max, and two, what about all the wagers that happened after the wager requirements were complete? Like I literally won $3200 alone, after the wager requirement was complete.

3)

Please let me know if that screenshot worked or I can send another one somehow

Thank you for your response. Please request the casino to send you the entire gaming history in Excel format, starting from the moment you activated a cashback bonus, up to the point your winnings were voided, and then forward it to me at veronika.f@casino.guru.

Dear dupuistaylor1994,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.