PlayCroco Casino - Player in confusion over Croco Boost Playthrough conditions.

Hey just got 100 dollar croco boost, played it down to 4 cents. Then won lobby jackpot. But casino contradicts they terms and says anything under a dollar and playthrough is considered completed. But support chat sayz that the 4 cents keeps croco boost playthrough active, any help would be appreciated greatly. I explained all of this to the support guy but just kept getting a runaround until he pressed to close chat. Any opinions or advice is welcome I guess lol, tia

Dear chadwkerr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you accumulated your winnings from a free bonus solely? How much was your bet when completing the bonus wagering?

I have checked the general bonus terms and conditions, and this is what I found (here):

6. A promotion is considered completed when a player meets the wagering requirements or when the balance reaches below $1. Note that if you are playing a promotion with a maximum cash out limit, upon completing the wagering requirements only the maximum cash out amount will be transferred to your withdrawable balance. Any balance over this amount will be automatically deducted by the system.

Is this the rule that has been used to cancel your winnings?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear chadwkerr,

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.

Hey sorry for late reply. And the bonus itself yes, but you cannot get that specific bonus without making at least a weekly deposit. And I'm not positive but yea j think that is the rule they used gl get out of paying me, but my account was already under 1 dollar 4c when I won lobby jackpot

Is there any chance that you could forward your game history to petronela.k@casino.guru? Thank you.

Dear chadwkerr,

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.

Yes I'll send it to you today. So you just need that days in question cause might be hard to find it

Ideally, I would like to have the entire game history from this specific game session. You can request it from the casino directly.

I tried requesting game history and they just guided me to the menu where it shows I redeemed Croco boost, which doesn’t help me at all 😕

I understand. Could you please clarify whether you continued playing after your balance dropped to 4 cents, or if that's when the jackpot was won and you intended to cash out?

Dear chadwkerr,

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.

I kept playing it and got up to like 800 dollars

Thank you very much, chadwkerr, 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. However, I would like to warn you that it seems to be a common practice of PlayCroco Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Doesn't sound like good news but thanks for the heads up at least😔 is there anything else I can do on my end or? New to this kind of crap lol

Hello, chadwkerr,

I am sorry to hear about your unpleasant experience, and I apologize for the delayed reply. For now, nothing is needed to do on your side, only to stay patient and wait for the casino's response, if they contact us at all.

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite PlayCroco Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear PlayCroco Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

What particular bonus was used to accumulate the disputed winnings, and where can I find specific Terms and Conditions for this bonus if there are any? How were the winnings accumulated and why did the casino confiscate them?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Good Day,

I do hope all is well.

I am Dylan the casino representative. I sincerely apologize for any frustrations caused by this issue.

I reviewed this issue with the Casino Supervisor. The bonus received by Chawkerr is a free bonus, with a fixed max withdrawal amount.

Chawkerr played his balance to 4cents. He had winnings up to $1000 and continued playing. At 700 on August 21st, he requested to withdraw via wire. As per the free bonus terms, 480 was deducted. The 220 wire withdrawal was denied, as the wire details provided were not correct when trying to send the winnings. An email was sent to Chawkerr, and Chawkerr requested a $200 withdrawal via btc, and played the balance.

We do try our very best to go above and beyond to help and take care of all our players.

However, unfortunately there is not much that can be done here as this was a free bonus with specific max withdrawal terms.

With regards to the complaint, it would be greatly appreciated if Guru can ping the casino rep with the complaint link immediately when these issues arise. This is so these issues can be handled in a matter of hours, if not minutes.

Please let me know if you have any questions at all. We are always here to help.

Best Regards,

Dylan

The 4 cents should've cancelled the croco boost so when I won the lobby jackpot the winnings should've just been just that. Even says in bonus terms that if you fall under a dollar it cancels it lol. So the 1000 shouldnt have been an issue, Im also curious as to what in the transfer details was incorrect cause Im pretty sure I made sure that everything was good on my end

Dear chadwkerr,

The casino's Bonus Terms do not say it cancels it. However, I know what you mean - it is stated in a different wording. We would definitely need more details from the casino.

In the meantime, can you please confirm you successfully received the $200 withdrawal via BTC and played the remaining balance?

Since you continued playing with the $1,000, decreased it, requested a withdrawal ($480 deducted by the casino), and lost the rest of your balance, do I understand correctly that the disputed amount is $480 that was deducted upon requesting the withdrawal? Why was the disputed amount set to $1,000, please?

In addition, are you sure about the account ID you filled in upon submitting the complaint?

Dear Dylan and PlayCroco Casino team,

Thank you for your explanation.

First, the player submitted the complaint with the disputed amount in CAD. Do you please use USD or CAD for expressing the values?

Unfortunately, there are some missing details that are quite important to review the issue sufficiently on our side. Therefore, allow me to please ask you a few more questions so we can clarify the situation.

Based on what rule was the $480 deducted from the player's winnings? Are there any specific Terms and Conditions for the $100 Free Bonus (CrocoBoost)? If yes, where can I find these rules?

However, the player claimed that he won a lobby jackpot.

These are the rules from the casino's Terms and Conditions:

"LOBBY JACKPOTS TERMS & CONDITIONS:

1. To participate in the casino Lobby Jackpot customers must login and manually opt-in. Players can also opt-out at any point from contributing the Lobby Jackpot.

2. Enrolled players have a chance to win the accumulated jackpot amount as a compulsory 0.01¢ bet will be placed on every spin.

3. Free bonuses cannot be used to contribute to the Lobby Jackpot. Lobby jackpots won while playing with a balance derived from a free bonus will be subject to the maximum withdrawable amount of that bonus.

4. Lobby jackpot prizes are awarded as a real money balance with no wagering restrictions and can be immediately withdrawn by the player."

But these rules from the casino's Bonus Terms are also related to the matter:

"6. A promotion is considered completed when a player meets the wagering requirements or when the balance reaches below $1. Note that if you are playing a promotion with a maximum cash out limit, upon completing the wagering requirements only the maximum cash out amount will be transferred to your withdrawable balance. Any balance over this amount will be automatically deducted by the system.

14. Please note that any no deposit bonus will have a maximum cash-out of 5x the bonus amount given (unless stated otherwise) e.g. $100 bonus - max. cash-out will be $500. No exceptions can be made if a Random Jackpot is hit. The rule will only be annulled after a customer's balance has reached below $1.

29. The Terms and Conditions contained herein represent the complete, final and exclusive agreement between you and the Company and supersede and merge all prior agreements, representations and understandings between you and the Company with regards to the claiming of any promotional or bonus offers."

My note - the last rule is also in the Casino Terms and Conditions, but provided that a player accepts them upon registration, and the bonus is used later, which means the Bonus Terms apply later, the Bonus Terms should likely prevail.

Did the complainant manually opt in for this offer?

Is that correct that he won the disputed winnings from 4 cents that were in his balance after losing the CrocoBoost $100 Free Bonus? If so, what rules should apply to the 4 cents, and why should the Bonus Terms have applied to these 4 cents and winnings from them if they basically say the bonus rules do not apply to them since the balance fell under $1?

Can you please provide me with the player's game logs and a history of his transactions and used bonuses if they are not included in the game logs?

If anything happened differently compared to the player's version and claims, can you please clarify it in more detail?

Feel free to use my email (branislav.b@casino.guru).

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.

Dear chadwkerr,

Just letting you know that although the timer was set up for the casino, and I am still waiting for its response, I also asked you about a few things above, in the same post, and I am still waiting for your answers and clarification.

I have emailed you 3 mins ago, last draft didn't send for some reason😕

Dear chadwkerr,

In the meantime, I was also in contact with the casino representative, and the contact person should get back to me soon with the requested details. In case there is any news, me or the casino representative will inform you here.

However, I checked my email inbox several times, but unfortunately, I have not received any email.

What email did you use? This is my email address - branislav.b@casino.guru

Basically, I asked only a few simple questions. There is nothing that would be needed to be sent via email, outside of the thread. So, please, since you can reply here, provide the answers here.

Good Day All,

Branislav as per your chat yesterday, I am presently reviewing this issue a bit further. I should have a final response shortly.

Best Regards,

Dylan

Yes I can confirm 200 in Bitcoin. And I'm quite sure I gave the right ok info for the wire transfer so I'm not sure how that couldve gone wrong.. the disputed amount I would assume was set at that because that's what I had when I had tried to withdraw? And yes I'm quite sure

Thank you for your confirmation, chadwkerr.

Dear Dylan and PlayCroco Casino,

No problem, feel free to let us know when you have any updates or news.

Looking forward to hearing from you.

Good Day All,

Thank you kindly for your patients. After a discussing this issue at length. The initial decision has been upheld. This is due to the terms of the Lobby Jackpot. chadwkerr won, and accepted (opt in) the Lobby Jackpot while playing with a free bonus. His balance at the time, was a free bonus balance though it was under $1.

The croroboost does not have specific bonus terms. It is subject to the free bonus terms, as it is a free bonus.

Lobby Jackpots won as a result of free bonus balances are subject to the free bonus withdrawal amounts.

As a result, chadwkerr is only eligible to receive the max withdrawal of the free bonus.

I do hope this clarifies why only the free bonus max withdrawal was paid.

Chadwkerr regarding the initial wire request. The error was received from the bank. This stated that your swift was incorrect. An email was sent to you regarding this. This is why btc was suggested.

Please let me know if you have any further questions.

Best Regards,

Dylon

Greetings all,

I am sorry for the delay.

As for the issue regarding the incorrect payment details of the wire - if there is no other issue, we can close it and focus on the main problem. Basically, the wire was not successful for some reason, but the casino reissued the payment via another alternative payment method, and it was successfully paid out.

Dear Daylan and PlayCroco Casino team,

If the player received free money of 100 CAD and the maximum cashout rule for free bonus money should have been applied despite having a balance below 1 CAD, why did the casino pay only 200 (CAD?) to the player? Or, what maximum cashout was applied in this case and why? Considering the rules governing Lobby Jacpokts (mentioned above) in combination with the casino's Bonus Terms, how can a player know which of the below rules applies to his winnings, and why should they even be applied?

Both these rules cover the same, but state different amounts (available in the casino's Bonus Terms):

"14. Please note that any no deposit bonus will have a maximum cash-out of 5x the bonus amount given (unless stated otherwise) e.g. $100 bonus - max. cash-out will be $500. No exceptions can be made if a Random Jackpot is hit. The rule will only be annulled after a customer's balance has reached below $1.

21. The maximum redemption amount that players can obtain due to winnings made from existing and previous free money promotions is $180 AUD. Any funds left from free winnings will be immediately removed from the player's account after processing the withdrawal. The person who tries to go above this limit will have the funds removed from his/her account."

When exactly did the player activate the no-deposit bonus in question, when exactly did his balance fall under 1 CAD, and when exactly did he opt in for the Lobby Jackpot?

I would like to also repeat my question that has not been answered yet at all.

"Can you please provide me with the player's game logs and a history of his transactions and used bonuses if they are not included in the game logs?"

Do I understand correctly that the casino applies its Casino Terms and Conditions to Lobby Jackpots, these rules basically say that maximum cashout for free bonus applies and refer to Bonus Terms, which are a bit misleading, but at the same time, although the rules governing Lobby Jackpots state that "Free bonuses cannot be used to contribute to the Lobby Jackpot", the casino lets players do it and then confiscates their winnings for breaching this rule?

In the meantime, I will discuss the case internally with the team and will inform you about the outcome of the discussion. It should be no later than Wednesday.

Dear chadwkerr,

After gathering all the necessary information from both involved parties and having an internal discussion with the team, we decided to close this complaint as unjustified - although there are several inconsistencies in the casino's rules (between general Terms and Conditions and bonus Terms and Conditions) and also within its bonus rules itself, basically, the team concluded that the disputed funds were accumulated from the remaining bonus money funds, which was the main factor to take a decision, so from the free money given by the casino without you making any real money deposit. Thus, there is no justified reason to not apply the maximum cashout amount valid for the no-deposit bonus in question.

As a result, we are able to accept the casino's decision. To make everything correct, the disputed amount will be updated to the amount confiscated upon requesting the withdrawal.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, PlayCroco Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru