The player from Germany has been struggling to pass the KYC. The complaint was closed as 'unresolved' as the casino failed to respond.
PlayCroco Casino - Player's account hasn't been verified.
Black points: 426
Amount: €2,880
PlayCroco Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.3
PlayCroco Casino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
3 years ago
Translation
Hello dear casino guru team
I have deposited 50 euros at play croco casino, have met the sales requirements, but I cannot have my money paid out because I cannot upload my documents. I sent the documents to casino croco by email but no response until
Since you have already helped me once, I ask you again for your support. I read that no payouts are made to German players, but why is my deposit accepted? Lg dennis k ***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Dear dennisk,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It usually takes a few days to fully review all documents.
I checked the FAQ section and I found this:
Could you please confirm you have sent all the required documents, and that you sent them to documents@mailcroco.com?
Have you tried discussing this issue with the live chat support? It should be available 24/7.
Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Yes, I also tried to write with the chat, they only sent me a link, but I couldn't verify myself there either
Automatic translation:
Public
Public
3 years ago
Translation
Yes, I wrote with chat and they sent me a link, but I couldn't verify myself
Edited
Automatic translation:
Public
Public
2 years ago
Thank you very much dennisk for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.
Public
Public
2 years ago
Hello dennisk,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite PlayCroco Casino to join the conversation and participate in the resolution of this complaint.
PlayCroco, can you please provide us with an update regarding the status of the player's account/verification?
Public
Public
2 years ago
Translation
Hello Adam have not heard anything from play croco to this day
Automatic translation:
Public
Public
2 years ago
Hello dennisk,
I too have received no response. I will attempt to contact the casino once more when the timer expires.
Public
Public
2 years ago
We would like to ask PlayCroco Casino to reply to this complaint.
We are extending the timer by 10 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
Public
Public
2 years ago
Hello dennisk,
I have tried to contact the casino repeatedly but without success.
The casino has no license and doesn't refer to any ADR service, so I’m afraid there is nothing that can be done without their cooperation.
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 am sorry I could not be of more help.
Best regards,
Adam
