11Croco Casino - Средствата на играча са конфискувани поради технически проблем.

I am 2nd highest VIP tier at 11Croco.

Issue: casino stole (subtraction of balance) on Tuesday, 25 November 2025 ~9am AEST (GMT+10)

I cleared a wagering requirement on a bonus and at the exact moment the wagering requirement reached 100%, my remaining balance ~350 DOGE was automatically deducted from my account. There was no notification, warning, system message, or explanation. The balance simply disappeared - I suspect the gui display of balance is changed so the casino can trim bonus funds when the amount being trimmed is ~5-10% of full bankroll. I have suspected this and now proved it by withdrawing funds 4 hours prior so when bonus was earned it would error since nothing more to bet.

A second bonus cleared normally around the same time, which strongly suggests this was not random user error. The deduction occurred precisely at the completion threshold, indicating a system or bonus-engine issue.

After I raised the issue, 11Croco acknowledged that the funds were removed due to a "technical glitch." Several days later, they credited 267 DOGE back to my account (not 350doge). this refund as a "VIP bonus with no wagering requirements," which was misleading.

(see quotes below- besides the crime of theft there's the crime of GPT3 as support)

Thank you so much for your patience and understanding — I truly appreciate it 🙏

We’ve investigated the situation, and it turns out there was a technical glitch, which caused the funds to be deducted automatically. But please don’t worry — everything is resolved now.

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 💰✨

Only after I challenged this did they clarify that the funds were actually my own winnings being returned, not a bonus or promotion. The refunded amount was also less than the total funds originally deducted.

Despite multiple requests, the casino has not:

• Explained what specific system error or script caused the balance deduction

• Explained why the issue triggered exactly at wager completion

• Provided a full ledger or transaction log

• Confirmed that this issue will not happen again

This is not a standard bonus dispute. It is a transaction-integrity failure involving the silent removal of player funds, followed by a partial refund that was initially misrepresented. I am requesting a full explanation, confirmation that no funds are missing, and assurance that this behaviour cannot recur.

Please see the 2 emails attached. The recent email they have dodged the questions again about why the balance was subtracted and offered me 180 doge bonus as a thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 11Croco Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the cashback bonus you received carry any maximum cashout?
• After the 353 DOGE was removed from your balance, was there any balance left for you to withdraw?
• Have you attempted to withdraw the amount 267 that was credited to you?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1. Did the cashback bonus you received carry any maximum cashout?
2. After the 353 DOGE was removed from your balance, was there any balance left for you to withdraw?
3. Have you attempted to withdraw the amount 267 that was credited to you?

Answers:

1. Maximum cash out? You mean like if i won 3500 doge, would conditions apply?
2. After the doge disappeared, the system errored with "no balance". I’d made a withdrawal just prior (or it was being processed)
3. The 267 that was attempted to be withdrawn and i was advised the casino has a 3x wager value for all deposits. It wasn’t a deposit, they stole it, returned part of it and then imposed rules.

You seem to focusing on whether I could withdraw funds when my concern it the casino stole, was caught, then partially repaid me and called it a VIP bonus.

I have asked vip email 1000 different way the reason for the funds going missing in such a shady time and they have never answered me.

Thanks for your reply.

I apologize for any misunderstanding.

• I wish to learn whether thepromotion you participated in carried a withdrawal limit, for possible causes the amount returned was reduced.
• Is the amount directly withdrawable in your situation? Do you intend to withdraw it?
• Are you not disputing the casino's decision to credit 267 DOGE instead of 353?

Please let me know.

Dear simcity4242,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of simcity4242. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, let me know any further details so we may better determine how to assist you.

Looking forward to your reply.

Dear simcity4242,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We’ve reopened this complaint at the request of simcity4242. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Tomas, I believe I replied 8 days ago. What exactly do you need?

Thanks for your message.

I am afraid I haven't received any message at that time or any email from you since the complaint began.

If you may explain what assistance you require regarding your situation in particular, please let me know.

Looking forward to your reply.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru