PlayCroco Casino - Player’s bonus winnings have been voided.

Dear Stormy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.playcroco.com/bonus-terms:

"Customers cannot redeem multiple free bonuses/free spins offer consecutively: When a customer uses two or more free bonuses without making a real money deposit in between, management reserves the right to void any bonuses and winnings.

Further to Promotional Terms and Conditions #16, management reserves the right to consider winnings on comp points, accumulated via the use of consecutive free bonuses, null and void."

Please could you advise how many bonuses have been activated in your account? Have you played them chronologically? Did you complete the wagering for each bonus first, before starting a new one? Have you received any funds from the first withdrawal request? I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. 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,

Petronela

I won the money on my 2nd free bonus. I had been waiting on my account to get verified a month prior ( you are unable to withdraw any money or even request the withdrawal until they verify the account) I had been in contact with them trying to get my account verification completed so I could withdraw. They Guaranteed me that my account would be verified by a certain date, yet it was not verified when they said. While waiting I received an extra Christmas free spin bonus. 2 days later they finally verify my account and somehow they state there was an extra fourth free bonus used which I know it’s not true!

And yes I met all criteria for each bonus. Play through was met, did not wager over the max bet limit, everything was done according to rules.

Dear Stormy,

Could you please clarify if you have received any winnings or nothing at all? Thank you very much.

I have not received any winnings at all. My withdrawal was denied and requested cash to withdraw was removed from my account.

Thank you very much, Stormy, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Stormy.

In cases of claiming multiple bonuses, we believe that the casino should honour the first bonus winnings and cancel the remaining ones. The good casinos are enforcing the bonus rules, so players are unable to take 2 free bonuses in the row.

Could you please confirm that your jackpot win of $2000 was from the first bonus what you claimed? 

My 1st free bonus was a Christmas free spin bonus that only one $1 the 2nd free bonus was for my deposit I had made that same day. It was my 2nd bonus that I had won the money.

In this case, you won from a deposit bonus, and free bonuses what you claimed later shouldn't affect the winnings.

I would like to invite the casino representative into the case. Please explain to us what exactly happened and why was winnings confiscated.

We would like to ask the PlayCroco 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’.

I am very sorry, Stormy. The casino is non-responsive.

We are forced to close the complaint as ‘unresolved’.

Because the casino operates without a valid license, there is no regulatory body which could help you. I hope that casino reacts to your complaint later.

The casino can reopen this complaint anytime.