Crocoslots Casino - Player's winnings are confiscated due to account restrictions.

hi. On the 16th of July 2026 I had a win with Crocoslots casino. I tried to make a withdrawal and it triggered KYC verification. I uploaded everything they asked for to the site after what they blocked my account without a good reason and started asking for extra verification selfies. I sent everything they asked for to their email as I could no longer log in to my account and they promised to refund my win. It's been almost a month, I haven't received anything and they keep asking to upload same documents to the site even though I have already sent everything via email to them. When I point out that they restricted my account and I can't log in to upload the documents and explain that I had already sent them to their support email they either play dumb or ignore my emails. They had no right to take away my win in the first place as I absolutely haven't broken any rules. Please help!

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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.

• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot of it.
• Which documents did you send to the casino for your account verification? Have any of them been approved, and which ones are still pending?
• When was the last time you submitted a document to the casino for KYC verification, and which document did you submit?

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

Hi. I played a slot game Trader's Fortune. I got my winnings when I played with bonus. I received an offer from them via email. I'll enclose a screenshot of the email. Regarding documents I uploaded my id, proof of address, and Mifinity screenshot to my account all of which were approved. After that they requested extra selfie with my id and a note with a date. When I was trying to upload it I wasn't able to log in and found out that my account was locked for no reason at all. When I asked the support why it was locked they couldn't explain. So I sent selfie they wanted via email to support. After that they asked for Mifinity statement for the last 3 months and bank details to refund my win as I thought. I sent them everything and never heard back from them. So i contacted them again and they told me I had to upload selfie to my account. I explained that I couldn't log in to my account and that I had already sent everything they asked for via email. But they keep telling me to upload it to my account and won't give me my win back. This started getting ridiculous so I contacted you for help at this point. I sent selfie to them on the 22nd of June and a couple of days later I sent Mifinity statement they asked for.

Here's the offer I had a win with

Thank you for your response.

Before we proceed with the investigation, please forward me all communication between you and the casino’s customer support regarding the verification requests at veronika.f@casino.guru.

Kindly also include the documents you submitted to the casino that have not yet been reviewed and approved by the relevant department.

I appreciate your time and cooperation.

I wasn't able to submit Mifinity statement here as it's pdf so I sent to the email you gave me

Thank you for your emails.

• Could you please clarify whether the MiFinity statements that you provided to the casino for verification were reviewed and approved by the relevant department before your account was blocked?
• Could you please clarify why the MiFinity statements do not show your full address and only include your country of residence?

Hi. No, they asked for the Mifinity statement after they blocked my account. I have no idea why it says only Canada as I have full address information in my account. It looked that way when I downloaded it I can't change it.

Dear jplayer20lor26

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear jplayer20lor26,

My name is Jana, and I will be your point of contact as we work to resolve your complaint. I sincerely apologize for the delay you are experiencing with your withdrawal. Please rest assured that I will reach out to the casino and do everything possible to expedite the resolution of this matter.

At this time, I would like to invite a representative from Crocoslots Casino to join our conversation to assist in addressing this complaint.

Dear Casino, could you please provide clarification on why the player's withdrawal has not yet been processed?

Thank you in advance for your cooperation in providing this information.

Hello there,

Kindly note that these items were requested as part of our AML policies and procedures. Furthermore, the latest message our payment team has sent to the player is the following:

"Hello,

To complete the verification process, we kindly ask you to reply to this email and attach a PDF bank statement covering the last three months as part of your Source of Funds (SOF) verification.

The statement should clearly show your name, account details, and the transactions during this period.

Once we receive and review the requested document, we will continue processing your verification as quickly as possible.

Thank you for your cooperation."

As of right now, no documents that fulfill this requirement have been submitted by the player. As soon as we receive a document that covers the payment team's request, we will be able to proceed with reviewing the withdrawal request further.

All the best,

CrocoSlots Casino Support

Dear jplayer20lor26,

I empathize with your frustration regarding the delay in your withdrawal. Please understand that the casino is unable to meet you in person to verify your documents. To ensure that the funds are accurately allocated to the rightful owner, I kindly advise you to comply with the casino's request for the necessary verification documents, as previously mentioned in the conversation.

If you have any questions or need further assistance, please do not hesitate to reach out to me. Once you have uploaded all the required documents, kindly inform me, and I will be happy to assist you further.

You ongoing support and cooperation in this matter are highly valued.