PlayCroco Casino - Kasino mitätöi pelaajan voitot.

Hello Jimmy,

Thank you for submitting your complaint and I'm sorry to hear about your issue with PlayCroco Casino. Before we would try to contact the casino, allow me to ask you a few more question to clarify the case as much as possible.

When exactly did you request for the self-exclusion? What time after that did you deposit and when was your account closed? Did you use any bonus in the casino during your gameplay? Was your account verified before?

Looking forward to your answer and I hope we will be able to resolve as soon as possible.

Regards,

Nick

Casino.guru

Dear Jimmy,

I'm glad to hear that your documents are finaly verified. In this case, the casino should be able to send you now your winnings once you provide the additional documents mentioned in the e-mail. Please let us know about your next step or once the casino pay you out.

I tried and they say it won't work the 3500$ will stay in your account forever! this is not fair there must be a way to withdraw my money right?

Thank you very much Jimmy for providing additional information regarding your case. I will now forward your complaint to my collegue Peter who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Ok thx

Hi Jimmy,

I'm taking over your complaint. Let me ask you a question. When filling the form, what reason did you state for the permanent self-exclusion?

you didn't have to enter a reason

I see Jimmy, thank you. I will contact the casino and see if I can help. I would like to invite PlayCroco Casino to the conversation to participate in the resolution of this complaint.

ok thx Peter

We would like to ask PlayCroco Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Jimmy,

I tried to get in touch with the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could be of more help.

Best regards,

Peter