Crocoslots Casino - Затримка зняття коштів

Hello,

I am very disappointed with how my cashback bonus was handled by Crocoslots. On June 10, 2025, I received a daily cashback bonus and fulfilled all the stated wagering requirements (25x). Despite that, my total balance of €840.03 was reduced to €450, and €390 was confiscated.

According to Crocoslots' own bonus terms (Section 2.2 – Daily Cashback), there is no mention of a maximum withdrawal limit of 10x. The limit mentioned in Section 1 only applies to no deposit bonuses, and cashback for real losses is not a no deposit bonus – it is granted based on previous real-money play.

I addressed this issue politely with their support and VIP team, but they insisted on applying the 10x limit and considered €450 a "goodwill gesture." I believe this is misleading, unfair, and in violation of their own terms.

I am therefore filing this complaint and asking for the release of my confiscated winnings (€390). I can provide full documentation, including screenshots of the balance, the bonus terms, and the communication with support.

Thank you in advance for reviewing this case.

Best regards,

Kaan

Dear Kuchen,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Dominika,

Thank you for your prompt response to my complaint. I appreciate your time and understand that you are following the usual procedure.

However, I would like to emphasize that in my case, this is not about a delayed withdrawal—which is what your message referred to—but rather about an unjustified reduction of €390 from my legitimate balance at Crocoslots, even though I fully met the 25x wagering requirement of the cashback bonus.

The casino claims that the cashback is a "no deposit bonus" and therefore has a 10x wagering requirement. However, the casino's own bonus terms and conditions clearly distinguish between no deposit bonuses and cashback bonuses – and the section on daily cashback (2.2) doesn't specify any withdrawal limit. I didn't receive the cashback just for fun; I received it as compensation for real monetary losses, and I fully met all of the associated terms and conditions.

While I acknowledge that the €450 withdrawal was processed quickly, the deduction of the remaining €390 without a clearly stated policy is neither fair nor in line with the casino's own terms and conditions. I firmly believe this must be considered a violation of the bonus terms and conditions, and therefore kindly request that you escalate the case for further investigation.

I am happy to answer any questions or provide additional documentation and thank you in advance for your support in reaching a fair resolution.

Best regards

Cake (Kaan🙂)

Sehr geehrte Dominika,

vielen Dank für Ihre schnelle Antwort auf meine Beschwerde. Ich weiß Ihre Zeit zu schätzen und verstehe, dass Sie den üblichen Ablauf befolgen.

Allerdings möchte ich betonen, dass es in meinem Fall nicht um eine verzögerte Auszahlung geht – worauf sich Ihre Nachricht bezog –, sondern um eine ungerechtfertigte Kürzung meines rechtmäßigen Guthabens um 390 € bei Crocoslots, obwohl ich die 25-fache Umsatzanforderung des Cashback-Bonus vollständig erfüllt habe.

Das Casino behauptet, dass es sich beim Cashback um einen „No Deposit Bonus" handelt und daher eine Auszahlungsgrenze von 10x gilt. Doch in den eigenen Bonusbedingungen des Casinos wird klar zwischen No Deposit Boni und Cashback-Boni unterschieden – und im Abschnitt zum täglichen Cashback (2.2) wird keinerlei Auszahlungslimit genannt. Ich habe den Cashback nicht einfach so erhalten, sondern als Ausgleich für echte monetäre Verluste, und ich habe alle zugehörigen Bedingungen vollständig erfüllt.

Auch wenn ich anerkenne, dass die Auszahlung von 450 € schnell erfolgt ist, ist die Kürzung der restlichen 390 € ohne eine klar formulierte Regelung weder fair noch mit den eigenen Bedingungen des Casinos vereinbar. Ich bin der festen Überzeugung, dass dies als Verstoß gegen die Bonus-AGB gewertet werden muss, und bitte Sie daher höflich, den Fall zur weiteren Prüfung weiterzuleiten.

Gerne stehe ich für Rückfragen oder zusätzliche Unterlagen zur Verfügung und danke Ihnen im Voraus für Ihre Unterstützung bei einer fairen Klärung.

Mit freundlichen Grüßen

Kuchen (Kaan🙂)

Dear Kuchen, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm the exact amount of the cashback bonus that was credited to your account on June 10?

Did the casino provide a clear explanation for the deduction of the €390? If so, could you please share their reasoning?

Have you received similar cashback bonuses from this casino in the past? If yes, were you able to meet the wagering requirements and withdraw the full amount on those occasions?

Could you please share your communication with the casino regarding the cashback? Send emails or chat transcripts to my email at [email protected], or post screenshots 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.

Dear Dominika,

Thank you very much for looking into my case. Please find below the details you requested:

1.Exact cashback amount credited on June 10, 2025:

€26.87 (12.5% daily cashback for Bronze VIP level).

2.Casino’s explanation for the €390 deduction:

• They classify the daily cashback as a "No Deposit Bonus" in their internal system because it is not directly linked to a single deposit.
• Based on that, they apply the 10× maximum withdrawal rule from Section 1 of their Bonus Terms, even though Section 2.2 – Daily Cashback – does not mention any such limit.
• They issued €450 as a "gesture of goodwill," stating that the original cap would have been only €268.70 (10 × €26.87).

3.My previous cashback experience with this casino:

• I regularly received small cashback bonuses (usually under €30).
• I always lost them while playing – this is the very first time I managed to fully meet the 25× wagering requirement and turn it into a real win. My balance reached €840, which I attempted to withdraw, but only €450 was approved.

4.Communication and evidence:

• I have complete WhatsApp logs with their VIP team (George and Inna), email conversations, and screenshots that clearly show:
• the cashback credited (€26.87),
• the balance before and after (from €840.03 to €450),
• the relevant Bonus Terms (Section 1 and Section 2.2).

I will send all the relevant screenshots and logs to your email ([email protected]) right after this message.

I hope this provides a clear and full picture of the situation. Please let me know if you need anything else. Thank you once again for your support in this matter!

Best regards,

Kuchen

Thank you very much, Kuchen, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Hello there,

Thank you Kuchen for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Crocoslots Casino for their help in resolving this complaint. We would like to know why the player's winnings were reduced and what we can do to help resolve this issue.

Thank you!

Dear all,

Thank you for bringing your concerns to our attention. We appreciate the opportunity to address your concerns and provide clarification regarding your case.

Following our review, we can confirm that the bonus in question was correctly credited to your account on the stated occasions and successfully wagered in accordance with the promotional terms.

As clearly outlined in the bonus offer section on our website—covering details such as bonus duration, issuance, and activation—this promotion is classified as a bonus. Furthermore, Section 1 of our Bonus Terms & Conditions states that such bonuses may be issued in the form of free spins or bonus money. This includes no-deposit bonuses, quest rewards, tournament prizes, special promotions, points-to-bonus exchanges, and bonuses automatically credited to player accounts.

Additionally, as this promotion did not require a bonus code to be claimed in conjunction with a deposit, it does not qualify as a deposit bonus and is not subject to a higher withdrawal limit.

In recognition of your valued loyalty, the VIP Team had intervened on your behalf and successfully secured approval for a higher payout amount than would typically be permitted under the promotion's terms.

We trust this explanation provides clarity regarding the matter and demonstrates our commitment to fair and transparent conduct in line with our stated Terms & Conditions.

Best regards,

Crocoslots Casino

Thank you again for your response, Crocoslots.

I appreciate your efforts to explain the reasoning behind your actions, but I must respectfully disagree and would like to clarify several key points:

The cashback bonus I received on June 10, 2025, is clearly listed under Section 2.2 – Daily Cashback of your Bonus Terms. Nowhere in that section is a 10× withdrawal limit mentioned.

You are retroactively applying the 10× rule from Section 1, which only covers No Deposit Bonuses such as free spins, special promotions, or tournament prizes. Cashback awarded for real-money losses is not classified as such in your published terms.

Even your VIP team acknowledged in writing that the relevant clause (Section 2.2) does not clearly mention a withdrawal cap, and they appreciated my feedback for highlighting this issue. That alone shows there is ambiguity in your terms, and I was not the one who acted unfairly.

I have received small cashback amounts many times before (usually under €30), and I always lost them. This is the first time I had a significant win from cashback after completing the 25× wagering requirement. The withdrawal cap was never communicated or enforced in the past.

You decided to approve a €450 withdrawal, while removing €390 from my balance. According to your internal classification, even €450 exceeded the allowed €268.70 cap – which further proves that exceptions can be made.

And finally – please understand that this is not about the €390. I have unfortunately lost more than €5,000 in various online casinos over the past few days, including over €2,000 at Crocoslots. I raise this issue purely out of principle – because I strongly believe that terms must be clear, consistent, and fair.

Thank you again,

Kuchen

Thank you to both parties for the update.

Dear Crocoslots Casino representative, as the player correctly pointed out, there is currently no clause in the Terms and Conditions that explicitly limits the amount that can be won through cashback offers. In light of this, I would like to respectfully request whether there is room for a compromise in this matter.

While I acknowledge and appreciate that you have already processed a higher payout than initially expected, it is important to note that the absence of a clearly defined cap in the terms may lead to ambiguity and potential disputes. Given that the rules, as they stand, do not specify any restrictions on cashback-related winnings, we believe it would be fair and reasonable to consider paying the full amount won by the player.

Moving forward, we would strongly recommend updating the Terms and Conditions to explicitly state that cashback is classified as a bonus and to clearly outline any applicable limits to the winnings derived from it. This will help prevent similar misunderstandings in the future and ensure greater transparency for both the operator and the players.

Thank you very much for your reconsideration.

Dear all,

Thank you for sharing your suggestions and giving us the opportunity to address your concerns.

We would hereby like to respectfully disagree with your interpretation, and we'll explain why:

Firstly, it is important to highlight that it's pointed out on two notable sections of our casino that this is, in fact, a bonus. The first place is in the bonus description itself on the casino's landing page, and the second was placed in our Bonus Terms and Conditions.

Since the funds were automatically credited to the player's account—approximately one hour after their last deposit—and not linked to any specific deposit, it is evident this was a no-deposit bonus subject to wagering requirements. This differs from regular cash, which does not carry a maximum withdrawal limit.

It is also correlated to the very first line in both the bonus' description Terms and Conditions, as well as its' respective section in the Bonus Terms and Conditions, where it states that a player has to fulfill a certain requirement in order to obtain the bonus.

We understand that voiding the winnings may disappoint the player. For this reason, our VIP team made a great effort to extend the amount in this case—the maximum concession possible given the circumstances.

We hope this explanation clarifies the situation and demonstrates our commitment to fairness and transparency in accordance with our Terms & Conditions.

Best regards,

Despite all the explanations from Crocoslots, I still strongly believe that the confiscation of my €390 was unjustified and not in line with their written bonus terms.

Section 2.2 (Daily Cashback) clearly does not mention any withdrawal cap, and this bonus was issued as compensation for real-money losses – not as a typical no-deposit bonus. The casino is applying an internal classification to justify the limit, but that classification is not transparently stated anywhere in the public bonus terms.

Even Casino Guru acknowledged this and clearly stated that there is no clause limiting cashback winnings in the current terms.

Therefore, I will not accept the loss of my €390. I fulfilled all the wagering requirements honestly, and I expect the full amount to be paid. If Crocoslots truly wants to stand for fairness and transparency, they should do the right thing.

Until then, I will continue to warn other players and share my experience on all available platforms. I encourage Crocoslots to review the case again – it’s not too late to fix this mistake.

Dear Crocoslots Casino representative, While we acknowledge your explanation, we must support the player's position, as he has indicated that he was not adequately informed that these specific terms and conditions apply to the cashback bonus. Consequently, we find your actions to be against our Fair Gambling Codex. Therefore, we will be closing this complaint as unresolved.

Dear Kuchen, I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 I could not be of more help on this occasion.

Best regards,

Peter