PlayCroco Casino - The player's bets were not valid.

I was shocked that I cashed out on a free $100 coin, sent a few bucks back, and cashed out $1000 the same day. On top of the world, considering my luck with casinos. After this fact, the casino stopped showing me the free chip and larger deposits bonuses. Annoying, yes. But, I guess I get it. However, this week I made a few deposits, all but one without bonuses. Tonight I sent 50 bucks US , which is 65 AUS. I noticed that when I would win and spin, my bet amount was taken but the win was not added. I looked at the history and saw almost all 0.00 , so naturally, I go to customer service. A woman named Marie told me to go to my game history after explaining the issue. I asked repeatedly to be sent my game records from their end and she all but refused. So, here I am. Hoping to get my deposits refunded or the documents I asked for. I also said this to Marie but don't think she wanted me to see them. That's just me guessing. 🧐

Hello RaeMRae84,

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 how many winnings bet were not added to your balance? Could you find out in your game history which games did you play? Did you try to contact directly the game provider? Can you please advise if you ever experienced the same issue before in this casino?

Looking forward to your answer.

Regards,

Nick

I honesty have only dealt with the casino pretty recently. This is the first time I've ever noticed it and I assume it's only the first time it's happened. I was playing double ya luck when I first noticed it. I thought I was just imagining it because the things seemed to go from a few hundred to less than a hundred. I assumed I was imagining it because I lost so the past game I played after the fact was Fire Dragon. I lowered my bed when I noticed I was pretty much close to being done with. I was hitting very small amounts at this point on 20¢ bets but when I would spin the 20¢ came off without the 2-6 cents being added after the wins. That's when I knew I was not seeing things. I kept looking at the game play on my end and seeing a bunch of 0.00 losses wheni was winning, very small amounts but still winning something. That's what I kept asking for their records of the wins/loses and amounts won. I asked two different people and both gave me the same passive aggressive "I'm not going to technically say no but".... Type answers. I asked for a refund of the deposits I made this week because I knew I couldn't possibly know if this was the first day this happened, but I assumed it had to do with the larger withdrawal I made.

I actually didn't know I could contact the game provider but I'm going to look into that now. And I have no idea the amount of times this happened, as I only knew I was not seeing something that was not happening when I really started focusing when the funds were a lot easier to notice missing.

I logged back in today and the free bonus for deposits was working again. The wins from the bets were also back to working. I asked the l customer service if they were going to rectify the situation via refund or putting my last balance back and allowing me to play fairly. No such luck. I didn't think there would be any, but I wanted to see if they would at least try to rectify the situation somehow.

Yesterday, one person claimed they sent what was needed when I sent them their own regulations. I got nothing of the story though, unfortunately.

Do you have your betting history available on your account? Can you forward it to nikolas.b@casino.guru or if you can't access it, request it from the casino?

I don't. The history they had didn't align with my bets. That's why I specified I wanted their history.

Hello RaeMRae84,

Please note that if your betting history shows no incorrect bets the casino will probably have the exact same history. Did you try to get in touch directly with the game provider?

Dear RaeMRae84,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

The complaint will be now closed for the above mentioned reason.