11Croco Casino - opšta diskusija

As my review said, I recently had a situation where I cleared the bonus wager requirement as as soon as that happened an error message came up and said no credit - a script had run to subtract the bonus behind the scenes and my credit still was positive on the GUI, but obviously there was nothing left because it did subtracted that money.

You would never notice because then we do this when your balance makes it difficult to notice a 10% shave, however I had just undertaken a withdrawal and the script must’ve screwed up.

I have asked the casino. Why would you have a script running that subtracts player funds without notification and they have never answered me.

On the flipside, if you complain enough, it’s just so happens that when you come back, you have the luckiest winning streak for about an hour. Otherwise your games will constantly have large lag times which is the casino dropping big wins with the connection timeout behind the scenes.

All these casinos are crooked, but I’ve never seen a straight up the script to removing my money.

Oh, and the best part… I complained and they gave me a partial refund in the AI email. VIP agent congratulated me on my VIP bonus which has zero wager require requirements - when I corrected them and told them a refund is never meant to be a bonus, and justified that perhaps it is misled me by using words that were untrue. Let me repeat that- the VIP agent said the reason it communicated it that way to me was because it made it easier for me to accept and the confusion arose because the words were untrue.

Isn’t that great?

It looks like you don't have a really positive experience at this casino whatsoever, right?

How long have you been playing there?

Dear all,

Thank you for giving us the opportunity to comment on this matter.

At the moment the wagering requirements were completed, the player’s balance was 270.2018567 DOGE. Due to a technical error in our system related to the incorrect application of the maximum win limit for this currency, the bonus balance was automatically adjusted to 5.22310555 DOGE, which resulted in an erroneous deduction of 264.97875115 DOGE from the player’s account.

After the player contacted the VIP Manager and the situation was thoroughly investigated, 267 DOGE was fully restored to the player, which is even slightly more than the amount that was mistakenly deducted due to the system error.

The refund was issued in the form of a VIP bonus purely for technical reasons, as a method of returning the funds. This bonus had no restrictions whatsoever:

• no wagering requirements;

• no maximum win limits;

• no betting limitations;

• no withdrawal restrictions.

The player was free to withdraw the full amount immediately if they wished.

We would like to emphasize that during communication with the player, it was never stated that this amount was credited as a gesture of loyalty or goodwill. On the contrary, the VIP Manager clearly informed the player:

"I’ve credited a bonus of 267 DOGE to your account. This is issued to you as a VIP bonus, and there are no wagering requirements at all — it’s pure cash for you to use freely."

The player initially contacted us regarding this issue on November 25. Only on December 5 did the player reach out again with accusations that the project had stolen their funds. At that time, the VIP Manager once again provided a detailed explanation, apologized for the inconvenience, and clarified the situation.

We sincerely apologize for the technical error. However, we confirm that all erroneously deducted funds were fully compensated, and the issue has already been resolved to prevent similar cases in the future.

Best regards,

11Croco Casino Team