PlayCroco Casino - Player's withdrawal denied due to comp points redemption.

I am a new casino player, I just turned 18. I deposited $20 twice to playcroco and was going to withdrawal $1100. I didn’t know that the comp points were considered a bonus and I redeemed them while still having a lot of winnings in my balance. Playcroco has denied my withdrawal because I redeemed my comp points. Please help me. I had no idea comp points were considered a bonus.

Dear shayna22,

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 had a pending withdrawal and an active balance in the casino account when you redeemed the comp points?
• Did you activate any bonuses on top of your deposit(s)?
• Could you please clarify if you currently have any balance in your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

I had all of the winnings in the account when I redeeemed them still because they were still verifying my account.

No I didn’t do any of the bonuses , I just deposited more and used the comp points and it doesn’t say anywhere that the comp points are considered a bonus.

No I don’t have a current active balance, they sent me my last deposit back but I didn’t realize and used it I’ll happily pay back the 20.

Im just really fearful there’s gonna be nothing I can do, I’ve anticipated this money for a month and a half so I’ve already budgeted it please if there’s anything you can do at all I’ll appreciate it, I would’ve never played if I knew it was like this I’m so scared I wasted half of my paycheck for no reason 🙁.

Thank you very much, shayna22, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi shayna22,

I have looked at your case and understand the situation. Let me contact the casino and see what can be done. I would like to invite PlayCroco Casino to the conversation to participate in the resolution of this complaint.

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.

Hi shayna22,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter