PlayCroco Casino - Player’s account has been blocked.

I tried to request a withdraw and it told me you contact customer service. When I did, they said they closed my account because of the state I registered from. I read the terms and agreement and no where in it or anywhere on the site does it say that my state is prohibited. I was able to register and play under false pretenses.

Dear Kathryn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, but couldn't find a list of restricted countries. The only restriction that I have found was for bonus redemption (here):

"25. Players from the following countries do not qualify for any bonuses: Albania, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Brazil, Bulgaria, Croatia, Germany, Hungary, Indonesia, Kazakhstan, Kyrgyzstan, Latvia, Lithuania, North Macedonia, Malaysia, Mauritius, Moldova, Montenegro, Poland, Romania, Russia, Slovakia, Slovenia, Tajikistan, Thailand, Turkmenistan, Ukraine, United Kingdom, Uzbekistan."

Since the website is not blocked in the United States and there is a possibility to register an account from allegedly restricted country (please see the screenshots below) and deposit funds, I would like to ask you to forward details of your casino account. Have you submitted the United States as your country of residence?

Your affirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. 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,

Petronela

Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru, please?

I did not save the conversation. All they told me is that my account was closed because the state I registered from is prohibited.

Thank you very much, Kathryn, for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kathryn!

From now on, I will take care of your complaint. I would like to invite representatives of PlayCroco Casino into this complaint in order to help us resolve the issue.

That's fine

It's been 3 days and I haven't heard anything.

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, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.