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CrocoSlots Casino - After self exclusion, the first bonus offer and re opening of the account

RESOLVED

Complaint Info

Disputed casino

CrocoSlots Casino

Reason

Other

Amount

€ 192

Posted on September 19, 2023

A while ago I opened an account in a casino and since I was just losing money I self-excluded myself from playing in the casino due to a gambling problem. After a week or two, I got a message from the VIP department that I had a bonus and that I should reconsider self-exclusion.

Then I wanted to play again and received a 50 euro bonus. I fell into addiction again and lost money, self-excluded. A week later, I wanted to try my luck again, and the account opening was refused. I accepted. A week later, I got a message again that the self-exclusion was lifted and that I could play. I deposited 192 euros and lost it. Then my account was closed again due to the ban. I requested my deposits back on 16. september 2023, which I was told they would do.

To this day, they use the excuse that the application is in progress and that I should wait a bit. I don't know what to do, the casino is very suspicious to me, I have the feeling that they just want to collect money and don't care about the players. Asking Askgamblers for advice. Even self-exclusion does not work here, they invite you to join re-opening and reward with a bonus, plus they promise better chances of winning. I am attaching pictures as proof.

AskGamblers
Posted on September 22, 2023

Dear CrocoSlots Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on September 22, 2023

Hello Zoran & AskGamblers Team!

There was indeed a misunderstanding and the account was reopened due to that fact.
However, we have realised fast enough that a mistake was made and closed the account again with no possibility to reopen.

During that time frame the amount of deposits accumulated to 232€.
The said amount will refunded in full by us and Mr Zoran has been informed accordingly.
Due to the fact that the refund is being processed manually, it can take some time to finalise the procedure.
In any case, we assure that everything will be handled accordingly and the refund will be received.

We apologise for this misunderstanding and inconvenience, and we truly wish Mr Zoran all the best for the future!

Sincerely
Crocoslots Team

AskGamblers
Posted on September 22, 2023

Dear @zopo3620,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on September 22, 2023

Hello!
I just got the money transferred, so the matter is resolved.
Thnx

AskGamblers
Posted on September 22, 2023

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.