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CrocoSlots Casino - Does not want to pay 3k win

RESOLVED

Complaint Info

Disputed casino

CrocoSlots Casino

Reason

Missing Funds
Fieda Nordrhein-Westfalen Message
Posted on April 4, 2023

Recently I won 3000€ on crocoslots after I got a pop up while playing gems bonanza (pragmatic) about a scratch and win game.

This game mention to find 3 same symbols to win 3000€ +225 free spins.

Against all odds I was very happy that I got lucky and won this price after finding 3 diamonds. Then it showed “congratulations you won 3000€ + 225 free spins. Happy as I was I claimed it but then the issues came. The win was not added to my balance.

I contacted customer support about this but they were not cooperating claiming that they had multiple people with the wins not automatically added and that they have to forward to the relevant manager before they can add this win manually to my account.

Days of hearing the same and no progression trough support I today got an email simply saying it was a deposit welcome offer and not really 3k + 225 spins. Misleading as no where this was mentioned that it was w deposit bonus in stead everything makes it look like you won cash. Next to that this is also odd as it does not make sense to offer a welcome offer to an already depositing customer that has already funds in their account and had already received a welcome offer which in their terms it says only one welcome offer per person.

Its super dodgy and misleading and I expect that crocoslots (sister brand of slotswolf and bitstarz /N1) will honor the win and add me the funds I won to my account as how they advertise this win/promo.

Posted on April 5, 2023

Hi Bjorn and AskGamblers community,

We are really sorry for the trouble you had playing in Crocoslots and that we are failing to meet your expectations. We are well aware of the situation you are mentioning.

However, we have to emphasize couple of following things that unfortunately led to this situation:

1. You have registered on our casino on March 22, 2023 and had more than a fair treatment from our casino and representatives up to the moment you are mentioning
2. We were in constant contact with you since the moment this happened and none of your messages and inquiries was left unanswered (evidence provided to AskGamblers)
3. We have sent you the official letter from our 3rd Party provider stating that you shouldn't have seen this message as it is not directed towards your segment (evidence provided to AskGamblers team)
4. You were offered a solution - To refund you deposit you have made on the day of the event as prior deposits were fairly played and you refused (evidence provided to AskGamblers)

Official casino's standpoint is that your request for reward crediting can't be accepted due to all the things mentioned above and we are still ready to proceed with the solution offered to you.

We do not want to see our players have troubles with our casino and we have a genuine care for them, but in this case we must refuse to accept that your dissatisfaction with our service comes because of our carelessness.

AskGamblers
Posted on April 5, 2023

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that CrocoSlots Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

CrocoSlots Casino Complaints

  • 7 of 7 resolved
  • 1 day avg response
  • 5 days avg complaint life
  • 215 USD avg amount

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