PlayCroco Casino - Player has issue with coupon redemption.

I redeemed a coupon and they failed to honor it, they honored half. It is clear in the coupon, the chat is just trying to bullshit me into thinking what I can read is not correct. It is a small amount, but it is clear as can be.

Hello tbullar2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayCroco Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How many times did you claim the bonus and which part of it did you get exactly? Is there any proof that you have deposited and no bonus were added to you?

Looking forward to your answer.

Regards,

Nick

I submitted proof once, but I will do so again. I have been playing there for at least 2 years and deposited too many times, I have never withdrawn money. I redeemed the coupon once, the first day of the Birthday celebration. The coupon was from a spin on this invite. It says it was 100% plus 50 spins. I deposited $20 and received 50% rather than the 100% as written on the coupon. I redeemed directly from the coupon, but somehow it changed to a 50%. Then customer service said I would have to use it twice to get the 100%. I have that chat below. I clicked on the coupon, you can see that below in my screen shot. The interesting thing is they added the Banana50 to my account, but I didn't redeem that one, and no 2nd deposit was made for that coupon. I deposited $20 with this coupon Banana100, then got 50%. If a casino cannot honor their coupons then they cannot be trusted. I have contacted them, they passed me to someone else. I will never deposit there again if they can't fix this. I know I am small depositor, but I have spent thousands at PlayCroco and this is not right. Whatever happens, I will not back off this, I am right and will find another place to play if need be. Plenty of them out there who treat me right.

Oceanna



I deposited $20 with a coupon for 100% plus 100 spins. My balance is $30. What is going on? Banana100

Perhaps the answer you are looking for can be found on the FAQ section of our website! https://www.playcroco.club/support

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The month of April will surely bring you huge wins and great cheers!  You're on with the friendliest live chat helper Oceanna and it will be a pleasure to assist you 

I can certainly check on that for you.

How are you today Terri?

Good thank you. How are you?

Happy to hear that!

I am doing well thanks 

Please allow me moment.

Ok

I am still looking into your query for you. Thank you for your patience. 

Thanks for holding

I am seeing the bonus was added to your deposit

I see half was added

However the bonus offers a 50% match + 50 free spins on Tarot Destiny

Nope. 100% and 100 I have the screen shot

Sure

You are welcome to provide me with it

I have enabled the option for you to upload files now. Upload a file.

Ok 50 spins and 100%

Thank you.

We sent you that promotion?

If yes may I ask where you saw it

Yes, birthday celebration, I spun the Cake wheel

In the mail in the casino.

Thank you.

Please allow me moment.

I can upload the mail

I just took a screenshot of it

I am still looking into your query for you. Thank you for your patience. 

We are asking for your continued patience. Your query is taking longer than expected.

Ok

Thanks for holding Terri

Your case was forwarded for further review

Should I send you an update via email shortly or would you like to wait here for one?

Are we still connected?

Seriously? It is plain as can be. What do I do now?

I can't play

If there is a problem with it and I play, I am screwed. Not you, but I have had a lot of issues here lately.

I have received a feedback for you

The bonus has to be used twice daily which would in total give the 100% match as advertised

I call bullshit.

Player will be getting a 50% match each time of redemption plus an additional 50 free spins on Tarot Destiny

That is not what it says. I can read and so can the people who will see my complaint on the casino pages .

I do understand how you feel

Oceanna is typing now...

Hello tbullar2,

Can you please advise if the deposit is still on your account or if you have used it?

Seriously? Is the $30 which included my $20 deposit from the 4th of April still there? No, it is not there 11 days later. Eleven days later I am being questioned, this is a $10 deposit bonus that didn't work, but the casino, and this forum have decided to like I did something wrong. I am done, I will never play at Play Croco again. It makes me sick they have a good rating here.

This forum is supposed to be helpful, but this fuss over what is clearly in print is stupid. This is the most absurd thing I have seen in a long time. Look at my account, I redeemed a coupon, it is there, but somehow another was added just after for half the value? It is there is print. You know this software, it puts the coupon in place and it is impossible for a customer to override the "active coupon."

Their system screwed up, or they added the 50% AFTER I made my transaction. What if it had been $100 or $1,000? I suppose they would be fine with that too? Whatever happens, this casino is not to be trusted, they will screw you over $10, do not trust them with your money.

Regardless, I am done here too. I want my $10 back.

Hello tbullar2,

If a bonus was not credited the player should never touch the deposited money until they resolve the matter with the casino. If they play with it, they basically agree with the bonus not being credited.

Please keep in mind for any further similar issues to never play with the deposit until the issue is resolved.

Also if you have played away the balance, there is no reason for any kind of refund.

Is there anything else we could assist you with?

Nice. Customers don't matter. The coupons are not honored as written. It took three week to come up with this excuse for stealing my deposit bonus of $10? As I said, Playcroco is a rip-off. This is how they avoid honoring a coupon.

I should have not played the deposit for 3 weeks while they pissed around. I have not deposited a penny since this "mistake of $10" and I never will again.

Imagine if it were $100 or $1,000. I may not be a big spender, but many thousands per year will be spent at any other casino. Stupid way to run a business, unable to correct your mistake, big loss.

I wasted 2 years with this untrustworthy place.

Also, this so called "compliant" part of Casino Guru is insulting. Remove me from your forum today.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.