Liberty Slots, Lincoln Casino, PlayCroco Support and Complaints Thread

Hey guys,

Just to let you know that all WGS casinos are down, that's why the pages can't load. WGS is fixing the issue. Hope it will be sorted soon so you can continue to play. 

User name is sinmore. The web browser is working now but the downloaded version says runtime error when I open the program

I recently deposited at PLAYCROCO Casino on 06/03/2020 and did not win. But I got an email from casino stating if I had deposited this week I could use a free chip on Friday.  I won with the free chip and wanted a payout they made me wait for days only to denie me a payout because they claim I used 2 free consecutive bonuses in between my deposit.  What is unfair about this casino is that they failed to realize the charged my card twice consecutively on that day but only gave me credit for one deposit...I have been trying to email the casino to show proof of the two transactions they charged me on 06/03/2020 but it seems as if my email address is blocked from there server unlike before when they made me send them my identification and authorization forms just to deny me a payout ... that is very unfair that they charge me two different times consecutively in one day and only got credit for one of those transaction ...and now they won’t  pay me cause I used 2 free bonuses but they fail to mention how they charged me twice in one day and Only gave me credit for one deposit

Hi Jackie Paz,

Could you please private message me your casino username? We can get in touch with the casino rep and ask to look into it. 

I've deposited and played at Playcroc and won, cashed out $760.00 US dollars. They only paid me $470.95. I deposited in US dollars because that's what I always deposit in. They've been contacted to see why I was paid this way and no reply or reason has been offered. Can you help me figure out what is going on?

My account id is buggars

The casino rep has been notified. He'll soon post an explanation. 

Hi Buggars,

I hope you are doing well! I am Dylan the casino representative for PlayCroco.

Thank you for playing at PlayCroco! I would like to help to resolve this for you. I reviewed your account and first responded to the forum rep who contacted about your payment issue. Looking at your account, you withdrew 760 $. A total of 50 $ was subtracted by the bank for fees. $490.95 USD (US dollars) which is equivalent to 710 $ was then sent to you. Players can only play and withdraw in $ at PlayCroco. However depending on location and/or withdrawal option, winnings can be sent/received in another currency.
Please inbox me as I would like to resolve this issue for you. We sincerely appreciate you as a customer at PlayCroco and will always go out of the way to assist you.

Best Regards,

Dylan

Hello! I replied Dylan as you asked, no reply to me as of yet. Still waiting to hear from you. 

Thanks buggars

We notified the casino rep about your post. He should get in touch with you shortly. 

Dear Buggars,

I responded to the message you in boxed me. Please let me know if you have any further questions at all.

Best Regards,
Dylan

Hello I'm trying to get help verifying with Croco. I sent all my docs for verification then today as I haven't heard anything I spoke with live support and they said one doc couldn't be accepted as it was a screenshot of a bank statement so now I've resubmitted 2 docs bank statement and a utility bill which I hope are acceptable because I've never had these issues with any of the other 9 casinos I'm currently verified with. It's difficult getting paper copies of any of my bills or statements because I receive all such mail electronically as which I'd say most people do these days as the postal service will soon be a thing of the past as technology has taken over. I hope this can be resolved quickly as I've been waiting this will be the 6th day and I can't even request a withdrawal until it is and then I'll have to wait for that and can't even play in the mean time.   Thank you in advance for your time

My username is tjb072003

Thanks for letting us know. Your account details will be forwarded to the casino rep. 

We'll keep you posted. 

Any word yet I'm still in limbo

The casino rep is looking into your account. Hope we'll get the answer soon. 

Hi Tjb072003,

I hope all is well with you.

I spoke with our risk department yesterday. Your documents are now approved and all should be well.
An email should have been sent to you from our risk department. I sincerely apologize for any inconvenience this may have caused.

This is usually a one time occurrence. It is required for the protection of all card holders and also the casino. Please let me know if you have further questions or have trouble with anything further.

Best Regards,

Dylan

Thank you Dylan for all your help my account is verified and I put in my withdrawl request. I'm happy to see I found another legit casino I will be playing often. One more thing you said I should have received an email and also live chat said I was sent another one  but I haven't received any emails and they aren't in my spam folder either.  I receive the bonus emails from croco all the time but no others??

Well here we are again.  As I said I put in my withdrawl to BTC on the 26 and now the 30th I'm still waiting so I go to live chat for them to tell me I need to send a selfie with my I'd .you know just after I was told my account was verified .  So now how long is this going to take. The site says there instant after there processed well that's a bit misleading when I'm waiting days now. I'd appreciate an update please.  It's really disappointing because I deposit often and lose and my money is gone but when I just happen to get lucky and win I have to pull teeth to get paid it really sucks the fun right out of it

Thanks for the update, Tjb072003. We notified the casino rep of your post and hope he'll get back to us soon with some news regarding your withdrawal. 

Dylan, 

 I have an account with Playcroco casino. At their request I sent all the required documents to process my payout. This included my drivers license, credit card, statement and authroized credit card form. After sending in all doucments they wanted a picture of me holding my drivers license so I sent that in.  A few more days passed and they wanted another picture of me holding the license because isn't wasn't good enough (clear) so I sent in another picture. They waited a couple more days and wanted my passport. I don't have one so they asked for my birth certificate so I sent that in. After sending them 11 picture of me holding my license and more pictures of my drivers license. They approved my account to withdraw so I requested a bitcoin payout. After 3 more days of waiting today I was told before they will process it they want another picture of me hoilding my drivers licesne again. I give up I don't think they have the money to pay or don't want to pay winners. I ask for your help. 

I have emailed the manager Bruce Fern twice and no answer. I have emailed customer service and documents dept and they never answer I can only find out whats going on with my accout via chat. So I ask for you help. 

I never receive any emails from the casino but get their promotional emails everyday. I noticed I'm not the only person who expereniced this. 

my username is daveflorida at the casino 

David Shepler 

I just wanted you to see how many times I have emailed them with documents.  I can send you the photos and full emails if it will help. 

Hi daveflorida,

The casino rep has been notified. Please keep an eye on this topic for the update from the casino rep. 

Hi Dave yes I went through the same thing except not quite as bad as you have   I received no emails from them except the promo ones even though they said they were sent which is strange that others have had the same problem.but I did receive my BTC payout after a bit of a headache so I would be hopeful you will receive yours. I get that they have protocol in place for security purposes but then follow that protocol. It seems they drag it out for no good reason. I don't u derstand why do this to players because it just makes me want to play elsewhere where when I win I get paid without hassle. I only play rtg casinos and there are quite a few that are friendly helpful and very timely with payouts. Good luck to you

Dear David,

Thank you for playing with us at PlayCroco. I do understand how frustrating this can be and I sincerely apologize for any inconvenience. This process is done by all casinos online to ensure the protection of our customers and our own protection.
This process should not be so trying once requested documents are in good order. I will contact the casino supervisor and our risk department and try to get this sorted as soon as possible.

Thank you for bringing this to my attention and for being a loyal customer at PlayCroco. I will try to take care of this for you.

Best Regards,

Dylan

Dylan, I can't thank you enough for all your help. I want to thank those who have also shared their experience with Playcroco Casino. I do enjoy the casino but the payout process needs to improve. I have played in serveral other casinos and none of them have ever taken it to this level using the same pictures and documents. 

Hello David,

I had a talk to the supervisor from Risk and also the casino supervisor. They have since resolved your issue and all should be well.  Risk should be sending you and email regarding this.
Please let me extend my apologies once again. Should you have any further issues which may prove to be difficult, please feel free to inbox me.

Have a great day and continue to enjoy PlayCroco!

Best Regards,

Dylan

Thanks for your help I'll believe it when it's resolved. I just sent them my weapons permit issued by my state. So now they have my drivers license birth certificate and weapons permit.  I refuse to give them my first born.. lol.   I never get any emails from them only the promotional emails.  I noticed a lot of other people have the same problem. 

thanks again

David 

Hi Dylan just wanted to see if you could send a note over to the casino since you have a direct line with them. Tonight I just found out my credit card that I only used at Playcroco Casino in the last month has fraud activity on it. My guess is that it occurred while using it there. Maybe they can be on the lookout for more of this to other customers. Also I still haven't received any emails from them. There chat service is down and the telephone number aren't being answered due to the ongoing virius.  

David 

Having an issue with playcroco.  Got an offer on Sunday in the Casino inbox within their software:

Don't forget!

Hey [My first name],
Keen to get your hands on the coolest bonus in Croco Land? Deposit this week and get your $100 treat on Friday!

It's tasty, radical and it will give you a well deserved boost just before the weekend...
$100 CrocoBoost
If deposited this week between Monday and Friday
Coupon can only be redeemed from Friday 10th July

Details: In order to redeem this bonus, customers must have made a successful deposit between Mon 6th and Fri 10th July. Coupon can only be redeemed between Fri 10th and Sun 12th July. Bonus can only be used once. Bonus balance expires within 30 days from redemption. Max cashout is $250. General bonus terms apply.

So I deposited a couple times this week.  Now it's friday, here's how things went with chat:

Hi finallyfinally,

Casinos send their promotional emails to all their players but they should send only to those who are qualified. However, we'll bring this to casino rep's attention so let's see what he says. Please private message me your casino username. 

update: they ended up giving me the bonus as a 'one time exception', I had left the chat open and someone else came in and gave it to me without asking again.  hopefully they don't do this kind of thing often - I feel like if they offer a bonus if you deposit, and so you deposit, they should always have to honor it.

Dear David,

I spoke with our risk department again and they did send an email. I was able to view it in our system. Can you please check your junk mail box.
Regarding the fraud activity you mentioned. I went through the checks with Risk and all is well on our end. If there was indeed an issue on our end the complaints would be overwhelming. We have not received any what so ever. We have a few other brands and we have never received such complaints in over 10 years. I can assure you that all our customers details are rigidly secure. Our customers are our main priority/focus and it is on our interest to protect them at all/any cost.

Can you please send the details of this activity to our Risk department. This is so we can take a closer look. Also please understand that once any customer reports any sort of fraud activity, that card is closed permanently. This is for the customers protection.

I can also confirm that your funds were sent via the payment method you chose. Please send us the information, Risk is awaiting your email.

I'm always here to assist with any teething issue you may encounter while playing with us. We will always try to go above and beyond to help. Enjoy the weekend David and keep enjoying PlayCroco!

Best Regards,

Dylan

I want to say Thank you in a big way.  My documents were approved and my payout processed. I'm again going to continue to play thanks to you. 

Dave 

PlayCroco cheated me out of 250 dollars.....I had deposited probably 10 times already and claimed a 100 dollar crocoboost. After hitting a few jackpots and realizing my balance was well over the total playthru, I contacted livechat for instructions on cashing out. ..was told I had to bet 3000 more before cashout....I had 6000 in my balance so no prob. I bet 30 dollars a spin to eat up the playthrough....get down to 5100 and I know I'm getting close but I keep pressing spin rapidly to eat up the playthru. Then without warning, they took 4750 dollars from my balance and I didn't notice it cause there was no notification of warning....then it said "balance not enough to make bet" and I was broke. I immediately contacted LIVECHAT and begged....told them the story over and over. She literally spoke down to me. As if I was a fool. Even told me that she had players ask her to remove their balance and any winnings because they didn't want any money and they just wanted to deposit their money then wanted her to keep it and never wanted to cashout! She told me this....the livechat transcript tells all. So yeah....250 dollars. They are like all the others. No different. This is an old trick....sad thing is I had deposited ALOT more than 250....and was averaging between 500 and 1000 bucks a week deposited with no cashouts! So you'd think they would want to keep me around...but nope. Bad bad bad. Like all the others! Username is dknocks25 and my email is [email protected].  hope you can make out what I'm saying because typing this message on a tiny phone hasn't been easy :). 

I doubt there is anything that anyone can or will do about this (considering the unbelievably rude livechat session and flat out refusal to respond to emails...that tells me a certain culture exists at PlayCroco and that kind of culture is usually the kind that is only interested inr taking more and more and more...and definitely not interested in doing the right thing.  If they were then the balance disappearing trick would never exist in the first place.  When a tool's only purpose is to cheat then one has to question the one using such a tool)...but I genuinely hope I am wrong.  Thanks in advance for trying to help me

Dan

*after the livechat rep shared her story with me-the one where she tells me all about how some of her players insist that she take all of their winnings, if any, from their balance once they were finished playing(They just wanted to deposit their money and play with it....then they contacted livechat and asked for all of their money to be taken from them....they just didn't want their money or their winnings!  All they wanted was for their money to be confiscated by the casino!)-she proceeds to tell me why she shared this story with me.  She says the point to her story is that different people desire different things, and they took the $4750 from my balance (suddenly without any warning or notification...just GONE!)because that's what most people would want them to do.  They can't help it that I am different than all their other players!  

LOLOLOL

Brand New low 

Hi dknocks25,

Sorry to hear about your experience. The casino rep has been notified. Keep an eye on this topic. 

Thank you so much

Dear dknocks25,

I hope you are well. First let me apologize for any negative experience you may have had at PlayCroco.

I am Dylan, the casino representative. I will be reviewing your case. We will look at you entire game play and the chat you had with our customer service representative. I can assure you that I will get to the bottom of this.
I also would like to assure you that at PlayCroco we cherish our customers and try to treat our customers with the greatest respect. I am looking into this now and I will get back to you shortly.

Best regards,

Dylan

Hi Dylan,

I've played at Liberty and Lincoln casino's for years and I do enjoy playing.  I noticed the last time I played at Liberty the banner that announces the recent winners was listing the month of April.  We are in the month of August now.  I am wondering why this is happening?

Thanks for your time,

Pokergranni

Thank you Dylan! I genuinely appreciate you taking the time to work out so many issues for so many players....I know it's a thankless job but you do it with class and I was happy that when I did have a problem it was with one of your casinos. 

*I even name.sropped LCB in the livechat lol!  It's nice having someone have your back if you need it

Could I get a status update? I never heard back from you or anyone else 

We sent a reminder to the casino rep. We'll keep you posted. 

Thanks Melissa!  At this point I'm more indifferent than upset so if nothing gets done then I'll chalk it up as a lesson learned and add one more casino to my personal blacklist.  Whatever happens, I sincerely appreciate your dedication to players like myself. 

I think it's safe to say that if they were going to make this right then they would have already done so.  

Dear Pokergranni,

I hope all is well with you. Thank you for being a loyal player! It is truly appreciated!

I think you might be playing the download version of the casino. Please correct me if I'm wrong. If you go to the websites (www.lincolncasino.eu and www.libertslots.eu) and log in from the sites, you will see the updated list. Lincoln Casino even features a winners circle. While Liberty Slots displays the recent winners on the screen.
The casinos are mostly web based now, which allows us to do, and provide our customers with a whole lot more. If you haven't as yet, log in for the web sites and let me know what you think.

And if you have any further questions at all. Please feel free to send me a message.

Have a really great day!

Best regards,

Dylan

Is this normal??? Literally every other issue people have had on this board have been handled in a fashion that doesn't require the patience of job! I can get the hint by this point, but I'm just very disappointed that I haven't even been given the courtesy of being told to get lost!  

Very very surprising 

Hi dknocks25,

We chatted with the casino rep today regarding your case and he is still gathering facts about your case. He will update the post as soon as he gets all the relevant info. 

Thank you Melissa! Sorry if Im being impolite....ive just never had an issue with any repudable Casino take more than a day to resolve.  I don't know how long this has taken but it doesn't take this long to investigate a problem this simple. It's almost petty even, and I normally wouldn't have even said anything about it had it not been with the slaps in the face I received over and over again by livechat then email support.  Now I just want to know if I'm being foolish by continuing to deposit with PlayCroco lol.  Guess patience is a virtue ....I'm.just not feeling very virtuous at the moment lol

No problem,dknocks25. I know you want it sorted asap but when you need to gather info from various departments it takes time. The casino rep will get back to you. 

Dear Dknocks25,

I truly apologize for the delay. I wanted to go through your case with the manager.

We reviewed your wagers and unfortunately there was nothing at all irregular in your game play or regarding the deductions made. You were playing with a no deposit coupon. This coupon has a max withdrawal limit of $250. Once the wagering requirements are met, according to the terms when withdrawing. The excess is deducted and that max withdrawal amount only, is allowed.

Unfortunately there is not much I can do about this as it is a clear case concerning no deposit coupon play. The playthrough balance can be reviewed at all times and the account balance is displayed. Please take a look at the first paragraph of the bonus terms and also #6. There provide clear indications of the bonus terms.
https://games.playcroco.com:3572/Lobby.aspx?SkinId=1&show=login&show=cashier

I am sincerely sorry I cannot assist more with this case, but there is no irregularity. The proper procedures were followed according to the casino no deposit bonus terms. Please let me know if you have any further questions at all Dknocks25, I will always try to assist as best as possible.

Best Regards,

Dylan

I understand how the bonus system works. I understand it fully with zero confusion....and I understand your response but you must not have understood my problem! It has nothing to do with any of that you mentioned!

My problem is that I had over 5000 dollars in my account balance when playthru was met. I knew I was close but wasn't sure how close....and I was rapidly bEtting over and over just making sure I met the playthrough. HERE IS WHERE MY PROBLEM IS- 

I WASNT CONCERNED WITH MY BALANCE AT ALL BECAUE IT WAS SO HIGH....SO I WAS BETTING RAPIDLY 30 DOLLARS A BET TO MAKE SURE I HIT PLAYTHROUGH--AND WITH A 5000 BALANCE WHY NOT? I CAN ONLY CASHOUT 250 SO WHO CARES HOW LOW I PLAY THE BALANCE DOWN TO AS LONG AS I DON'T DROP BELOW 25O! SO IM BETTINF AS FAST AS I CAN PRESS THE BUTTON AGAIN, NOT CARING ABOUT MY BALANCE CAUSE I HAVE THOUSANDS! AND THEN I LOOK DOWN AND MY BALANCE IS NOTHING! 

do u not understand that I'm upset because they just automatically took 4700 out of my balance with no notification?!?!? I would NEVER have continued betting if I k ew that would happen ! When they say they will deduct the difference between the max cashout and the balance, any player would assume that deduction woukd be when you cashout! Not some ninja-type dissappearence act where my balance just loses 4700 dollars without even a. Notification! Why would they do that? They only do that so this would happen! There is no reason why otherwise. All itnwoudk take is is a notification of my playthru being reached! Then deduct it. But why would I bet 30 dollars over and over once I've reached my max cashout amount and playthru is reached??? I would t. Nor would anyone on earth!  I was rapidly bEtting 30 dollars a spin from a balance of 250 instead of 5000...and there is no way I could have known they would deduct all the money lime that instantly....I thought I had 5000 dollars in my balance and was simply betting over and over to make sure I reached playthru....overkill basically. Why would I risk my 250 cashout for no potential gain? I wouldn't.  I just cashed out at JacksPay doing the same thing....and upon cashout they deducted anything over the max withdrawal. But they didn't just take any excess from my balance while I was in the game hoping I would accidentally keep betting. My balance remained over 1000 past the max withdrawal until I pressed cashout. That's when the extra was deducted. 

I hope I'm expaining this clearly.  And I'm sure you can't do anything about thks because it's a technicality but my point is this.....IF THEY WETE GOING TO DEDUCT THE EXTRA MONEY IN MY BALANCE UPON REACHING PLAYTHRU FOR MY CONVENIENCE, THEN WHY WOULD THEY ALLOW ME TO CONTINUE BETTING? IF THEY WERE GOING TO LET ME WAGER AFTER PLAYTHRU WAS MET THEN LEAVE MY BALANCE ALONE! but they tricked me into thinking I was betting with a balance of over 5000 because I wasn't notified of them taking 4750 magically from my balance.....I don't care about them taking the extra from the balance, but dont do it sneakily while I'm betting rapidly and have no idea of the fact that they did that. 

You cannot say with any degree of honesty that you or anyone else would have even been looking at the balance when you were close to playthru with a 5000 dollar balance....my balance was irrelevant at that point because it was sooooo much above the max cashout. I mad the 11 bets it took to wipe out my balance in less than 4 seconds. And I was checking my balance every 15 or 20 seconds out of curiosity lol...cause I knew I had made this 250! It was a done deal! Didn't matter if I blew the balance all the way down to 250 the cashed out...none of that mattered so I was just having fun betting 30 30 30 30 30...literally nothing to win or lose....just making sure I reached playthru.  But suddenly taking my entire balance minus 250 is a clever trick in the hopes that a player won't notice it and continues to wager his cashout money with no possible gains. No possible way of winning anything. Once my balance was zapped to 250, I was betting my money without a chance to gain a single dime. Only taking the chance of losing the 250. So why would anyone wager money that they couldn't win anything from the wager?they wouldn't. 

If they were auto deducting the 4750 from my balance for my convenience then they should have cashed out the 250 for my convenience.  That's just a simple fact. 

If a casino is reputable and honest they won't let players make bets that cannot result in a win, only a loss. Any bet I made after they auto deducted the 4750 was not even a bet. Not a gamble. A lose lose proposition. And saying I would have knowingly made those bets is such a disrespect to my intelligence.  If PlayCroco was honest they would never let someone gamble when they have no possibility of winning anything. And once I met playthru they should have left my balance alone and let me burn through the extra or they should have stopped me from rapid betting. Anything else is just taking my money. I thought I had a 4750 cushion so of course I'm going to keep betting without any worry in the world ....but instead, they let me gamble with a zero percent chance of winning. That's not honesty. 

If 250 bucks is worth it for them to lose me as a player than so be it. I've DEPOSITED and lost more than that since this happened. But if they don't fix this then I will never spend another dime and that is bad business. If you can't understand that then I hope the player at lcb understand it and none of them make a deposit with PlayCroco cause that is stealing. Period. 

Hi dknocks25,

As the casino rep explained in his previous post you broke the rules. Max bet allowed for a no deposit bonus is $10, you were betting $30. However, you can only withdraw $250 max when playing with a no deposit bonus. Every casino has this rule and there is always max cashout when you play with no deposit bonus. 

There is nothing further we can do to help you.