11Croco recently stole my bonus from me. They hid it by not changing the UI. I suspected this and withdrew funds so it would error when the actual balance hit zero- which it did. I lost USD$50 (500 doge) from their subtraction.
I complained and they provided a refund, then gratuitously called it a VIP gift I could spend without conditions. It was 60% of the full amount taken.
The detailed account:
I earned 2 weekly cashbacks:
1. 500 DOGE
2. USD $30 equivalent of BTC
Each bonus had a 10x wager requirement, which I successfully completed.
I cleared the DOGE bonus first. The moment I hit the full 5000 DOGE wagered, the remaining 350 DOGE balance instantly disappeared. I only noticed because I suddenly had a $0 balance and couldn’t continue betting.
About 20 minutes later, I cleared the BTC wagering requirement with no issue at all.
So in short: Casino1 removed funds from my account without informing me. I had to notice and raise it myself. When I told support, the attitude was basically: "Calm down, it’s not much money, and good news, you can still deposit while we investigate why we subtracted your balance." No explanation, no apology.
What are your thoughts on why a casino would remove a cleared bonus balance at the exact moment of completion?
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UPDATE:
After losing 500 DOGE, the casino decided the appropriate gesture was a "VIP bonus" of 267 DOGE. Another term for this: a partial refund.
Casino: 11CROCO
Their message:
Hi X,
Thank you so much for your patience and understanding. We’ve investigated the situation, and it turns out there was a technical glitch that caused the funds to be deducted automatically. Everything is resolved now. I’ve credited a bonus of 267 DOGE to your account. This is a VIP bonus with no wagering requirements, pure cash for you to use freely. I’m really glad to have such an understanding client like you.
My reply:
I wanted to follow up on the missing bonus issue from roughly a week ago. I appreciate that you eventually credited the equivalent of about USD $36, although refunding the full USD $76 would be better. Perhaps we can discuss the missing funds after we get to the bottom of the glitch that steals credit. I can’t think of any legitimate logic that would remove funds from a player at the exact point of completion. Removing funds is generally known as stealing.
In your recent message, the casino presented the refund of 267 DOGE as a "VIP bonus with no wagering requirements." That is disingenuous. This is not a bonus; it is a partial refund of my funds that your casino removed from my bankroll with no explanation. You are correct that there should not be wagering requirements for my money.
Simply crediting the money back days later, rebranding it as a bonus, and offering no explanation sends the message that this behaviour is acceptable for a casino. It isn’t. I cannot think of any legitimate scenario where a casino system would automatically deduct a player’s funds without notification.
What I’m looking for is:
1. A clear explanation of what caused the bonus and funds to vanish
2. Reassurance this won’t occur again
3. Consideration of compensation for the inconvenience and uncertainty (not free spins)
I value transparency. Please come back with an actual explanation instead of a silent fix or a refund disguised as a promotion.
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Dear Mr X,
Thank you for your message. I’m happy to clarify everything. It seems the wording in my previous message may not have been entirely clear. I apologize for any confusion. To clarify: yes, I restored the amount of your winnings that had been mistakenly deducted. I credited this amount to you as unrestricted funds, meaning real cash you could withdraw immediately. This was not a loyalty bonus. These were your rightful funds, and I chose this method as the fastest and most transparent way to return them. I hope everything is now clear. If you have more questions, I’m here to help.
For context, here’s last month’s response when I queried another missing cashback:
Their message:
Sorry for the late reply — I’ve been sick. Fever, runny nose, sore throat. I hope you’re staying healthy. I reviewed your gaming activity and you didn’t receive cashback because your result was negative according to the formula: total bets minus total wins minus bonuses. Weekly cashback is meant to support clients in unlucky weeks, but that week you were lucky.
Casino hasnt responded
Conclusion:
NEVER USE 11Croco.
- trustworthy in payouts
- Good variety of payment options including crypto
- Support is responsive
- VIP stuff good
- Casino steals - see review
- New games take awhile to arrive
- AI runs the complaints
- AI is GPT3 and literally explains the minutiae of its theft
