The player from Germany faced issues with withdrawing money after utilizing a 200 percent deposit bonus, which left him with a significantly reduced remaining balance of 42.33 euros, contrary to his understanding of the terms. The Complaints Team intervened, and after reviewing the case, the casino acknowledged an error and credited the missing winnings back to his account. However, the player later encountered another issue with a deposit that disappeared from his account. He ultimately decided to close his account with the casino, expressing distrust in its operations. The complaint was then closed at his request.
Crocoslots Casino - Player's winnings have been reduced.
Amount: €100
Crocoslots Casino
Safety Index:Above averageSafety Index
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6.9
Crocoslots Casino has a Safety Index of 6.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
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2 months ago
Translation
Hello, I received a 200 percent deposit bonus and 200 free spins from a German streamer. After fulfilling the requirements of the free spins, I had 192 euros remaining. This amount was reduced to 42.33 euros. When speaking with the chat support, they explained that according to the terms and conditions, the maximum payout from this bonus is 30 times the deposit. In my case, with a deposit of 25 euros, this should be 750 euros and not 42.33 euros. Furthermore, I do not understand how the casino calculated this amount, as 42.33 euros is 1.69 times my deposit. Since this casino is operating without a license, I suspect fraud. Could you please help me?
Thank you
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2 months ago
Dear SvenSchn,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please send me the exact link to the bonus you took?
Also, kindly forward me the communication between you and the casino customer support regarding your capped winnings. My email address is veronika.l@casino.guru.
The casino operates with a license issued by Antillephone, which is currently considered valid. There are ongoing changes to the Curacao licenses, and by January, there should be only one Curacao license issued by GCB.
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
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2 months ago
Translation
Hello, here is the chat history:
Hello [name hidden by Casino Guru], how can I help you today?
Hello, I just had 200 euros on my balance, this was reduced to 42.33 euros, why?
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Could I kindly ask you to give me the email address associated with your account?
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[email hidden by Casino Guru]
Thank you, I'm checking it right now. Please give me a few moments.
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Thanks#
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Please allow me a few more minutes to check. Thank you for your patience. 🙂
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OK
The maximum payout for this bonus is as follows.
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Yes?
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as follows?
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This is the maximum withdrawal limit for this bonus.
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42.33 euros?
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how does it come about?
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Of course. I can provide you with a link to the bonus terms and conditions.
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then bring it on
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All deposit/reload bonuses are capped at a maximum withdrawable amount based on the initial bonus percentage.
- For bonuses below 100%, the maximum cashout amount is 35x the bonus trigger deposit.
- For bonuses from 100 to 199%, the maximum cashable amount is 30x the bonus trigger deposit.
- For bonuses over 200%, the maximum cashout amount is 20x the bonus trigger deposit.
All deposit free spins bonuses are capped at a maximum withdrawable amount equal to 30x the bonus triggering deposit.
All Loot Crate / Wheel of Fortune bonuses are capped at maximum withdrawable amounts based on the bonus amount resulting from the reward, including the bonus received as a result of Free Spins rewards:
- For bonuses under €/$500, the maximum cashout amount is 20x the bonus amount.
- For bonuses from €/$500-€/$999, the maximum cashout amount is 15x the bonus amount.
- For bonuses from €/$1000-€/$1999, the maximum cashout amount is 10x the bonus amount.
- For bonuses from €/$2000-€/$2999, the maximum cashout amount is 8x the bonus amount.
- For bonuses from €/$3000-€/$4999, the maximum cashout amount is 5x the bonus amount.
- For bonuses from €/$5000-€/$9999, the maximum cashout amount is 3x the bonus amount.
- For bonuses over €/$9999, the maximum cashout amount is 2x the bonus amount.
All amounts are subject to currency equivalents in local value as per section 4.1 of the Bonus Terms and Conditions.
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https://www.crocoslots.com/bonus-terms-and-conditions
yes, I deposited 25 euros, this times 30 gives me 750 euros, not 42.33 euros
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please explain
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All deposit free spins bonuses are capped at a maximum withdrawable amount equal to 30x the bonus triggering deposit.
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The bonus you currently have active is the maximum amount calculated based on your deposit.
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Please explain this to me, are you trying to scam me?
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All deposit free spins bonuses are capped at a maximum withdrawable amount equal to 30x the bonus triggering deposit.
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I deposited 25 euros, this times 30 gives 750 euros max cashout and not 42.33 euros
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I will announce this tomorrow in the stream of Maxim Zockt Slots and prevent players from depositing here
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this is the biggest fraud ever
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There is also some info at casino guru and ask gamblers
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I will check it again.
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OK
Yes, this is the maximum cashout for this bonus. You can check this information in our bonus terms and conditions.
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Where does it say that the maximum cashable amount of this bonus is 1.69x?
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are you kidding me?
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Dear player,
We must inform you that the bonus you have played contains the maximum winning amount. According to our bonus terms and conditions, your account balance has been corrected due to the maximum winning amount. Please request the entire amount for withdrawal, as any further winnings from this amount will be considered as bonus winnings and will be void.
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this will now result in a complaint to askgamblers and casino guru, then you can show them an invoice showing how you got to this amount... furthermore, tomorrow I will warn all viewers of maxim zockt slots about this casino... I think that will hurt you more than this money
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Read
Edited by a Casino Guru admin
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2 months ago
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and the second part:
New messages
I apologize for any misunderstanding regarding this opinion. However, I would like to clarify that it is the bonus that has a maximum withdrawal limit. Please feel free to check this information.
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Mia
21:16
We haven't heard from you in a while. We're sorry, but due to inactivity we have to close the chat to help other players. If you have any questions, please don't hesitate to contact us again. We'll be happy to help you! Thank you for your understanding and have a nice day!
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Mia has closed the chat.
The offer can be found here: home - MaximZocktSlots (maximslots.com)
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2 months ago
Could you please specify if you received the 200 free spins at once, or if they came in batches during several consecutive days? Can you please confirm that your winnings of 192€ come from free spins?
If you have a bonus history or a transaction history available in your casino profile, please send it here.
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2 months ago
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Hello, the 200 free spins were issued in sets of 5 x 40 free spins. The winnings come from the free spins. I will send you a confirmation that the wagering requirements have been met.
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2 months ago
Thank you very much, SvenSchn, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 months ago
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Ok, thank you very much, then I wait for the answer from Branislav
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2 months ago
Hello, SvenSchn,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Crocoslots Casino team,
Could you please explain the player's situation in more detail? Why have the user's winnings winnings been reduced? Can you explain the logic behind the calculations mentioned above?
Is the casino also able to substantiate its claims and decision with relevant evidence and applied rules?
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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2 months ago
Hi Sven,
After a thorough review of this case, I can confirm that an error occurred on our part.
First, the system mistakenly reduced your winnings due to a technical issue. Second, there was a miscommunication during the chat.
We sincerely apologize for the inconvenience caused.
Please be assured that the missing winnings have now been credited back to your account.
Wishing you all the best moving forward.
Best regards
Team Crocoslots
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1 month ago
Thank you very much, Team Crocoslots, for your response and update.
Dear SvenSchn,
Can you please confirm your disputed winnings were successfully restored to your casino account?
Can I consider the matter resolved and close it accordingly or is there anything else we can help you with?
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1 month ago
Translation
Hello,
the winnings were successfully credited back to my casino account.
Thanks for your help...
Unfortunately, I now have a new problem with this casino:
I deposited 100 euros, the money appeared briefly in my player account and then disappeared. The money was debited from my checking account and I also have a transaction confirmation from the payment provider, but the casino claims that the payment was declined...
Could you help me with this?
greeting
Sven
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1 month ago
Thank you for your confirmation and the update, Sven. Let's ask the casino for more details.
Dear Team Crocoslots,
Can you please also additionally look into the issue with the user's unsuccessful deposit? Can you see what happened there?
Should those funds be bounced back to the player's payment method? If so, should he count on the standard 30-day period?
Or, do you have more/other details? Is there anything you would need from the player to investigate it?
Thank you.
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1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
Dear all,
We would like to inform you that our system indicates that the recent payment attempt was unsuccessful. We understand that this situation may be concerning, and we are here to assist you.
In the event that the funds have already been deducted from your account, we kindly request that you reach out to our customer support team at your earliest convenience.
To facilitate a thorough investigation with our payment provider, please include proof of the deposit in your communication.
This documentation will enable us to address the matter efficiently and ensure that any discrepancies are resolved promptly.
Thank you for your cooperation and understanding. Should you have any further questions or require additional assistance, please do not hesitate to contact us.
Best regards,
Team Crocoslots
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4 weeks ago
Thank you very much for your response, Team Crocoslots.
Dear Sven,
Did you contact the casino's customer support following the instructions in the casino's last post? If so, what information did you receive from the casino?
Can you provide us with an update on your unsuccessful deposit? Is there any progress?
Did you also try to contact your payment method provider's customer support regarding the particular transaction? If so, what did you find out?
Thank you.
