The player from Germany requested a €100,000 withdrawal without any active bonuses but later discovered that a €500 bonus had been automatically activated without consent. The casino subsequently canceled the player’s withdrawal due to this bonus activation, and he sought resolution and the release of his winnings. The issue was resolved by the casino's VIP manager within an hour, with the credit restored to the player's account. The player confirmed the resolution, and the complaint was marked as resolved.
Crocoslots Casino - Player’s €100,000 withdrawal confiscated due to unapproved bonus.
Amount: €100,000
Crocoslots Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
2 weeks ago
Translation
Dear Guru team,
I am facing a serious issue and am reaching out to you in hopes of finding a solution. At the casino listed by you, I played without claiming any bonuses and requested a withdrawal of over €100,000. At the time of my withdrawal request, no bonuses or similar promotions were active on my account. Due to my high stakes, my VIP level was quickly upgraded from Silver to Gold after I had made the withdrawal request.
In a screenshot video at 15:12, in addition to the €100,000, a remaining balance of nearly €6,000 could be seen as I continued to play. I quickly noticed that instead of €6,000, my account suddenly had €6,500, which confused me as I had not activated any bonus. I immediately stopped playing, checked my profile, and saw that a €500 bonus had been automatically activated without my request. Naturally, I canceled the bonus immediately and continued playing.
Now I am in a situation where the casino has completely canceled the €100,000 withdrawal, which I had requested before the bonus activation, and has withheld the money. Aside from the fact that it is unacceptable to be granted a bonus without my consent, it cannot be that the already requested withdrawal amount is erased due to the automatic bonus activation. I urgently request a prompt resolution to this problem as I am 100% in the right.
Best regards,
salar
Automatic translation:
Public
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2 weeks ago
Dear Salar,
Thank you very much for submitting your complaint.
I’m sorry to hear about the issues you’re experiencing with the casino. To assist you further, could you please provide more details on the following points:
- Could you share any screenshots or videos that show the balance changes, including the automatic bonus activation and the withdrawal request before the bonus was applied?
- Have you contacted the casino's support team regarding this issue? If so, could you provide details or forward any relevant correspondence to petronela.k@casino.guru?
- Did the casino provide any explanation for canceling the €100,000 withdrawal after you canceled the bonus? If so, what reasons did they give?
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,
Petronela
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2 weeks ago
Translation
Hello,
Big praise to the VIP manager who resolved the case within 1 hour and the credit is back in my account. Unfortunately the payout was due to the limits but the complaint was resolved, thank you very much
Automatic translation:
Public
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2 weeks ago
Great news :) As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, salarghiassi, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
