Withhold Cashout and disabled my account for no reason

CrocoSlots does not want to seem to payout my withdrawal(s), one of €2,500 and another of €1,250 that have been sitting in pending for well over the 72 hours advertised in their terms & conditions. I have been verified since opening the account, and have had multiple smaller withdrawals processed within hours of request, but this larger one is not being actioned.

There is no wagering requirement, as I did not use a bonus for this deposit, and the initial deposit was wagered well over the stated 3x.

I have asked support and the VIP team multiple times if there is an issue, if they need anything, and if they can process the payment, but I just keep getting the standard message that I'll hear from the payments team.

As CrocoSlots has a €2,500 per day withdrawal limit, it feels like they are simply hoping I will cancel the cashout(s) and continue to gamble the money. This is even more frustrating, as if and when the withdrawals do eventually get processed, I'll have to again wait until I can process the second.

I verified my account using the verification tool on the website and was verified weeks ago. I made several deposits and then on November 15th. around €1,600 won without a bonus.

On November 16th I submitted my withdrawal requests. The withdrawal requests were deleted 3 times. I emailed both KYC and the support email to KYC, but they were not responded to.

There is still €1600 left that I cannot withdraw. Status has been in progress for days or is simply deleted.

I have not received any communication from Croco regarding my withdrawal.

Check out the screenshots I have attached including emails and withdrawal requests.

In emails from support: We regret to inform you that your current withdrawal request was rejected due to incomplete account verification.

To complete the verification process for your Paysafe account, we ask you for the following information:

But I don't have a Paysafe account and have never paid with it. I only pay with Skrill and a credit card. I sent this information but did not hear back within 2 days.

Check out the screenshots I have attached including emails and withdrawal requests. You can clearly see that only Skrill and credit card were used and both payment methods were positively verified. Another typical case of delaying the payout in the hope that the player will lose the money in the meantime. Please help because otherwise, it will take weeks until this casino tries all sorts of excuses not to have to pay out the money.

Hello,

I am writing this complaint here since I've gotten no response, no support ticket confirmation, no nothing from [email protected], despite multiple attempts.

5 days ago I made a new account on this site, filled in my details, and logged in. After that, I made a successful deposit transaction via Visa, authenticated through my bank. Instantly after the transaction I got logged out and notification that my account was disabled. Relogging impossible. Money was charged from my bank and I have a receipt of that.

I'm quite frustrated with the fact, that I've given away money to a company without being able to use it and have had no response from the support. I've reached live chat and was told that people will be in contact. I've sent emails from two different accounts, but nothing. I've waited almost a week now, no indication that this is being processed whatsoever. I don't care that my account is disabled and the possible reason for that, I just want my refunded money back to my bank account. I think a situation like this, is quite unfair.

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.

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.

Hello there,

I deposited on Saturday 4th March, played and finished the wager, and did the verification which took really quickly, but then I tried to cash out 200 CAD via Visa which was one of the reasons why I deposited there in the first place, the cash out was declined, then they told me to try with bank transfer which was not an option from my account.

Then on Sunday evening, they disabled my account, and when I asked they told me I should wait for currency conversion on my account and they will inform me, it's been 4 days and I still cannot log in and they are just telling me to wait. I've never experienced this in any other casino. Can you please help me get my cash out?

Hi

I opened an account with crocoslots and deposited 120 euro / funds were taken from my account and never credited to my casino account - now when I try to log in my account is closed and everyone just tells me to wait! Can you please help get my money returned?

When I spoke to someone to get help on their casino they referred me to you.

Thanks