The player from Germany is unable to access approximately €1000 in his Croco account due to an authentication code requirement and delayed verification of documents. After being informed that the casino would close to German customers, he provided his withdrawal details but has not received his funds.
11Croco Casino - Player’s withdrawal is delayed.
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11Croco Casino
Safety Index 7.0 Fresh casinoCase summary
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2 days ago
Translation
Good day,
I just described the situation in the forum.
The issue is that I still have about €1000 in my Croco account, but I simply can't access the money. A few months ago, the problem first arose that when logging into my account, an "authentication code" was required, which I'm almost certain I never entered. I contacted support about this but never received a clarifying answer. I was then asked to send further documents for verification, but these weren't reviewed for weeks. On June 18th, I received a message that the casino was closing to customers from Germany and that I should withdraw my balance. I then inquired again via email and provided my withdrawal details. I still haven't received the money.
I am attaching an example of the email correspondence.
I hope you can help me with this.
Automatic translation:
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14 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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14 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- When was the last time you successfully logged into your casino account?
- Am I correct in understanding that you have been unable to log into your account since you were asked to provide an "authentication code"?
- Which documents did you send to the casino for KYC verification?
- Please forward me all the communication between you and the casino's customer support regarding the verification requests, as well as any information you received about the casino closing its services to German customers, to veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
