PlayCroco Casino - The player's verification is delayed.

Done with one, and on to another one.

Hello,

on July 7th I requested a withdrawal and sent my documents to be verified. I have been waiting 2 weeks to get verified as they keep on delaying, saying they're things wrong with my documents. I sent them a front and back picture of my id, and a selfie picture with my ID and also utility bill. The email I received after 2 weeks stated that they could not take my selfie picture with my ID because my ID is unreadable?? Well you can't get close enough to get your head and ID for you to get a perfectly readable license, it just can't happen. Plus.. That's not what that picture for.. It's to verify you're holding the same ID in your ID picture. All of these documents have been used and verified at over 10 casinos and I have NEVER had a PROBLEM. The second thing that they said they cannot accept was my proof of address bill because they no longer accept PO Boxes. Well it says nothing in their terms and condition about not accepting PO Boxes ANYMORE. However, I did send them a new one with my physical address circled on it. They then sent another email saying that they couldn't take that because it had been cut or cropped.. Lol It has not been. Again, have used the same utility bill and ZERO problems. I will attach all the documents I sent.

Could someone PLEASE help get this resolved?? They are just coming up with ridiculous reasons not to verify me. It's been over 2 weeks just for the verification.. Not to mention the withdrawal request I made the same day.

Thank you for your time and please let me know if you need anything else from me.

Regards

Greg M*****

Bounes: First Deposit Bonus

Hello gpro54,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayCroco Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how many times did you send them the same documents to be verified? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thank you for taking my complaint and helping me with it.

Well, I sent the original 4.

They said the license in my selfie picture that I have used with MULTIPLE other casinos wasn't readable, so I sent them another one of those.

They also stated that that the utility bill that I sent couldn't be used because they don't except PO Boxes anymore. Still haven't found anything in their T&C about not excepting them anymore, but I sent them a new utility bill with my physical address on it. They then said I couldn't use that because it had been cut or cropped?? Lol it hasn't been and is a perfect picture.

So the original 4, one more selfie and one more utility bill.

Going on 30 weeks now. They're just delaying! So frustrating!

Please let me know if you need anything else from me.

Regards,

Greg

Are we getting anywhere with them on this??

Any information on this please??

Can you please forward the same documents which have been rejected to nikolas.b@casino.guru? Also can you please clarify which documents have been already accepted?

I just emailed them.

Look forward to hearing back from you.

Thanks again,

Greg

Hi Nick,

Could you please let me know if and when you receive my email with the documents I sent?

Just wanted to make sure it went through properly.

Best Regards,

Greg

Hi Nick.. Anything going on with this? Did you get my email I sent you wirh docs?

Really could use this withdrawal bud.

Can we put some pressure on them? It's been about a month. How much time do they get?

Thanks again, Sir

Regards,

Greg

Hello gpro54,

I can confirm that I've received the e-mail from you. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick,

I just received an email saying I've been verified!! Yay!! I've made my withdrawal request of 830. Can we keep this open until I get paid? I don't have the biggest confidence that I'll get paid.

LOL

Hi gpro54,

I'm glad to hear that your account was finally verified! I'll keep your complaint opened, sure. I'll set the timer for 7 days, please inform me if you will receive your money within this time frame or not. I hope, that this issue will be resolved naturally and your withdrawal request will now be processed faster since you've just completed the verification procedure so let's give it a chance and be patient, but in case your withdrawal is stuck for 7 days, we'll definitely intervene.

Looking forward to hearing from you later!

Regards,

Natalia

Thank you!

I will keep you posted!

Regards,

Greg

Hi Natalia,

I got paid from PlayCroco.. But I have a question.

I withdrew 830 and only received 500

They paid in AUS dollars?? If I'm from the US, and I'm depositing US dollar.. Why am I not getting paid US dollars??

When does the US dollar convert to AUS?

However can they do that? The AUS dollar is WAY more.. I'm not out 330 dollars.

Do you have any experience with this? I mean.. If I'm playing a European casino.. They don't pay me euros!!

Please let me know what you think.

Regards,

Greg

Hi gpro54,

I've checked the casino and its main currency is AUD (please, see the attached screenshot from our review on PlayCroco https://casino.guru/playcroco-casino-review#tab=js-tab-payment-providers ), so an account is automatically created in Australian dollars, and players are paid out in AUD, and then the conversion takes place. According to today's exchange rate 830,- AUD is approximately 580,- USD.

It's good to hear that you got paid, basically, it's done correctly by the casino since they operate in AUD.

I hope that I managed to clarify this for you. Now I'll close the complaint since your issue was resolved. If you have any other questions, please send me an email at natalia.b@casino.guru.

Thank you very much for using our complaints resolutions center. I hope that you won't come across any problem like this with any online casinos again but please don't hesitate to contact us in case of any unpleasant experience, we are always here to help you.

Regards,

Natalia