PlayCroco Casino - Player claims that payment has been delayed.

I won 2500 on a jackpot and they took it and said I violated some sort of tc which doesn't make since I had 80.00 bucks in my account for over a week from a bonus I got and cleared the playthrough it said u could withdrawal my 80.00 but instead I let it sit for over a week now I played on Friday and won 2500 went to withdrawal it and last night they emailed me saying it was voided them they put 50 bucks back in my account

Dear tiptizzie24,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It's not a delayed payment they took my money and voided it saying I didn't follow sike rules which I did and never had this issue before until I won this big amount then they took it back

Dear tiptizzie24,

Would it be possible to forward your deposit, bonus and betting history along with the communication between you and the casino to nikolas.b@casino.guru?

Yes

Dear tiptizzie24,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I sent the email to nick

Dear Tiptizzie24,

I hope you're doing well.

Could you kindly confirm whether the $80 was part of your real money balance? Additionally, is there any proof that the bonus wagering was completed before you hit the jackpot? If possible, please forward your bonus and betting history to nikolas.b@casino.guru as you did not forward it yet.

Thank you for your cooperation, and I look forward to your response.

Best regards,

Nick

The 80 was part of my real balance I had already finished the play through and had a 80.00 withdrawal I never withdrawal the 80.00 I let ot sit for over a week and came back and played a few times then I hit the jackpot

Dear Tiptizzie24,

Could you please forward the previously requested information, including your deposit, bonus, and betting history, to nikolas.b@casino.guru for further review?

Thank you, and I look forward to your response.

Best regards,

Nick

Dear tiptizzie24,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.