Crocoslots Casino - Player's withdrawal is delayed due to verification issues.

Dear Casino Guru team,

I'm trying to verify my account on Crocoslots.

I've made my payment via Rapidtransfer which was directly via my bank account.

Now the casino want's to see a screenshot of my Skrill wallet with the deposit of 30€, which isn't possible since I haven't done the payment via Skrill.

I've tried to explain that 5 times already to the support but I'm always getting the same message back, that they can't verify my account without the Skrill screenshot.

"We kindly inform you that your cashout was cancelled. 

✋ Reason:

We regret to inform you that your recent withdrawal request has been declined due to incomplete account verification.

To proceed with your request, we kindly ask you to upload the following documents to your profile's "Verification" tab:

1. Screenshot of Skrill Account:

Log in to your Skrill account on your PC.

Take a screenshot of your Skrill account homepage, ensuring that the following details are visible:

Your email address and name (located in the upper right corner).

Deposit of 30 EUR (Euro) made on 2026-07-18 18:10:21 UTC time, displaying the following:

Date and time of the deposit.

Amount of the deposit.

Merchant details.

Ensure the URL address is clearly visible in the screenshot.

Thank you for your understanding and cooperation."

I've already send them screenshots from my bank account, screenshots of my bank card with the IBAN on it and they won't accept it.

Now they even want me to contact the Skrill support, that's ridiculous.

Attached you the screenshots of the conversation and of my deposit method on the casino.

Thanks for your help

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Have you successfully verified your identity, with the only remaining issue being the proof of deposit?
• Have you ever had a Skrill account linked to this email address or used Skrill to make deposits at this casino previously?
• Is your withdrawal currently still pending, or has it been cancelled and the funds returned to your casino balance?

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

Best regards,

Attila

Yes, I've verified my identity already and they also accepted the photos of my bank card as proof.

And yes, I also have a Skrill account but I haven't used it on the casino, only Rapidtransfer

The withdrawal was canceled and the funds are on my casino account

The casino verified the account now after hundreds of mails.

Thanks for your help

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila