The player from Austria self-excluded from the casino due to gambling problems but was repeatedly enticed back with bonuses and lifting of self-exclusion by the casino. After depositing and losing money, the account was again closed. The promised refund of deposits has not been honored so far. The player confirmed the issue was resolved.
Crocoslots Casino - Player requested a refund from the casino.
Amount: €192
Crocoslots Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Sensitive attachment
Sensitive attachment
7 months ago
A while ago I opened an account in a casino and since I was just losing money I self-excluded myself from playing in the casino due to a gambling problem. After a week or two, I get a message from the VIP department that I have a bonus and that I should reconsider self-exclusion.
Then I wanted to play again and received a 50 euro bonus. I fell into addiction again and lost money, self-excluded. A week later, I wanted to try my luck again, and the account opening was refused. I accepted. A week later, I got a message again that the self-exclusion was lifted and that I could play. I deposited 192 euros and lost it. Then my account was closed again due to the ban. I requested my deposits back on 16. september 2023,which I was told they would do.
To this day, they use the excuse that the application is in progress and that I should wait a bit. I don't know what to do, the casino is very suspicious to me, I have the feeling that they just want to collect money and don't care about the players. Asking Askgamblers for advice. Even self-exclusion does not work here, they invite you to join
re-opening and reward with a bonus, plus they promise better chances of winning. I am attaching pictures as proof.
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7 months ago
Dear zoroporo,
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.
Do I understand correctly your account was blocked for the last time shortly before you requested a refund of your deposits on September 16th?
Do I understand correctly the casino already initiated a refund of all the deposits you made after you self-excluded your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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7 months ago
Translation
I requested a self-exclusion two weeks ago and received a good bonus offer and better gameplay from the VIP department. They also wrote that they see a self-play ban and that I should think about the matter. Then I wanted to reopen the account. They agreed and gave me 50 euros in bonus money.
I lost money again and decided to ban the game.
Then I wanted to try my luck and was told that I could no longer use the account due to gambling.
On September 16th I received notification that the self-exclusion had been lifted so I could play again. I made another deposit of 192 euros, lost, after which my account was closed and said that the self-blocking was active. So I'm waiting for the deposit of 192 euros to be refunded. I'm already waiting to hear back from the finance department on Saturday. 
Automatic translation:
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7 months ago
Dear zoroporo,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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