PlayCroco Casino - Player’s winnings were confiscated.

I added money with bitcoins. And i got emails with bonuses from the site. I sent in my info to be verified 2 weeks ago and got email back that my account had been verified and I could get payouts now. Son dec 23rd I added bitcoins to my account and I ended up winning over 200 so I requested a payout of 175 dollars on dec 25th I got email asking for more pics to show proof and told I wasnt verified at all. I sent in pics and waited again and money morning I got email saying I was denied my pay out. And they took all my money and my comp points i had built up. And my payout money. They stole everything I had added to my account and tell me that I requested a payout and got denied because I kept playing and used bonus they sent me after I asked for a payout. They told me I was suppose to not play at all after asking for pay out now I see how they take everyone money and steals from everyone. So DO NOT PLAY AFTER U ASK FOR PAYOUT OR U WILL HAVE EVERYTHING STOLE FROM U. BEST THING DONT PLAY CROCO

Hello Purplehaze1,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

"8. A promotion cannot be used in conjunction with any other promotional offer or existing account balance. If you happen to redeem bonuses on top of an existing playable balance, any winnings will be voided and original deposit reimbursed in your account. All promotional offers are only available to those players to whom the offer was issued directly by the casino. Promotional offers by email are for the intended recipient only and cannot be transferred."

Based on your description I feel like this rule was breached, and the casino probably evaluated the situation as mixing funds. Would you be so kind and forward me the communication between you and the casino? My email address is kristina.s@casino.guru (or you can post it here).

Thank you in advance for your reply.

Best regards,

Kristina

They delete all the messages from the chat lines. And that was only way they would answer me. I emailed but they never answered back thou email. I dont know how to get copys of all the live chats I had with them.

Thank you very much Purplehaze1 for your reply. I will now transfer your complaint to my colleague Jozef 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.

Hello Purplehaze1.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the 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’.

Play croco just sent me another email asking for another pic of my face and my id side by side saying the first one wasnt reliable. And saying they got to ve verified again .So i asked for my pay out a couple days before dec 25th.on the 25th they ask for more pics then denied me my payout now asking me again for same pic.

Hello Purplehaze1.

Is there any new info, please? Have you sent them this pic once again?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I sent pics and days later i got email saying i was appoved for 3rd time and have not heard from them since. I have not got my money and i have not got anything for what they took and they will not answer no email from me or anything else

Dear Purplehaze1.

I am very sorry about the situation but since the casino team is unresponsive, we’re not able to proceed with further investigation and we are forced to close the complaint as ‘unresolved’.

Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru