PlayCroco Casino - Player struggles with complex ID verification.

About a month ago, I made a deposit to PlayCroco which warranted a follow-up bonus code worth $200 of free play. Using this free play, I completed the stated playthrough amount, managing to maintain the max withdrawal amount for the coupon of $250AUD. Having been my first win qualified for withdrawal on the site, I was of course prompted to complete their verification process. It has been three FRUSTRATING weeks, now, of back and forth emails of them telling me the photo of my selfie holding the document is somehow unreadable, cropped, invalid in some way that is at this point totally ridiculous. This last time, it was because the tip of my ear was slightly covered by the edge of the ID....I mean, WHAT? I have NEVER had problems like this, and I am starting to completely lose hope in ever seeing my winnings. Even talking to someone directly via phone, I was told to just "submit another photo.." but I'm done. I've taken as good of quality as I am going to get, 4 times now! No other casino rejects the same quality ID selfies, especially not 4 times in a row. Oh! And when I asked to speak to the head of the department or whoever is above verification, I was told there isnt anyone. No supervisor of any kind. No one running the casino, even. A bunch of bull. It is unnecessary the hoops I am having to jump through for a couple hundred bucks. 4 perfectly fine selfies and 9 emails later...no progress whatsoever. Over it. I need outside assistance with this one.

Dear goodatittt,

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 casinos take KYC lightly and it might take a few working days to complete this thorough process.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-       Do not edit the image in any way

-       The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-       When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

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

Yes, these are all measures that have been taken.

I understand. Could you please advise if your other personal documents were verified already (including your payment method)? Have you redeemed any previous free bonuses from this casino? If you wish to forward any supporting evidence, my email address is petronela.k@casino.guru.

Dear goodatittt,

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.

Literally the next day after submitting my complaint, I was contacted by the verification department via email with an apology that stated they were going to "bypass" verification and approve my account, stressing how sorry they were for the inconvenience. But, yeah. The issue is resolved.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, goodatittt, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru