PlayCroco Casino - Player is experiencing difficulties with account verification.

I been playing on playcroco for a while recently I won 30k and asked for a withdraw I sent them the documents and they get back to me saying they can not open them so I send them again an other way this time they say they can not down load them other casino I hunt had a problem with its the playcroco they do not like paying out winnings they make u wait wait and u start spending ur winnings on there games and that way they dnt pay u they are very unprofessional and I am a VIP looks like they lost me

Dear Nickspy, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Dear Nickspy,

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 have sent them all documents that they asked for and extra if they can not read them it's there issue not mine they can read evry document I sent then except the one that I am holding nxt to my face why can they see an read the other and not the one this has been going on for 1 week now I shouldhve received my wings a long time ago but there playing there games to get me to spend my wings ok n there casino which I hav blown all my winnings because they are playing there tactics if thy did there job from the start if they can not read or see my document in any format it there issue not mine there players in. In 3 rd world country that might no have access to the programs or software if you can deposit money and play there games the software works great but to withdraw it dsnt they should have software that allows them to see download and to verify documents in any format they are a big company that makes million and million evry year and ppl like myself that are unemployed should have to stress or worry about this it should be a straight forward procedure not stressful worried angry this has realy taken a lot out of me I needed that money and they played there unprofessional tactics it affected me that much I am seeking medical help

There is nothing wrong with these picture

U can see clearly tht its my passport with y name on it a blind man can even see that very unprofessional if ibvould afford it I would be taking legal action against them for the amount of stress they have put me though

I am sorry for the stress the verification process is causing you. However, the photographs with your ID should be sharp and clear, so that the verification team would be able to read all the necessary information on your passport and driving license. Would it be possible to make a photograph of a higher quality and with a better resolution?

Dear Nickspy,

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.

Wow you can check your system for which documents I have sent u I hunt got any problems with my documents it u guys that got the issue ibam over this bullsh*t

We at Casino Guru do not have access to the documents you sent directly to the casino. We can only see the documents you provided to us here in the thread.

Thank you very much, Nickspy, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

You would like a better picture well send me a better phone then some of us can not afford fancy phones and that any way it's all been approved it should of been approved the first time not 3 weeks later

Hello there,

Thank you Nickspy for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlayCroco Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue with verification.

Thank you!

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of PlayCroco Casino. We have received the following message:

Good day,

I am Dylan, please accept my apology for the tardy response. I was out of office.

First let me apologize for any frustration this issue may have caused. We do seriously try our very best to approve documents in a timely manner. However, when documents are received and can not be clearly identified, the process takes a bit longer.

Please bear in mind it is absolutely important to get these verification's correct. The verification process is to protect the players especially, and also the casino. 

I reviewed this account with both Support and Risk. Unfortunately the documents received were unclear. this is why Nickspy was asked to resend the documents.

However, Nickspy was playing his balance while waiting for the documents to be approved. While I do understand the verification process took longer than usual. On August 28th Nickspy had a considerably large balance. He first sent documents later that day after 7pm. The documents were inaccessible due to the format in which they were sent, and he was asked to resend the documents. Which he did on August 29th. By August 30th 6am, Nickspy's played his balance 0.

We do value and appreciate all our players and I will speak to the casino manager about this issue and have them contact Nickspy.

Please let me know if you have any questions.

Best Regards,

Dylan 

Dear Nickspy, it is unfortunate that the verification process took as long as it did but as you played through your funds there is nothing we can do to help. I would advise patience in the future and I recommend looking into our tips How To Gamble Safely to prevent situations like these. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.