The player from Netherlands has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
While attempting to clear a $10 Bonus 261 on my account, I have sent my address verification three times (and each one different). Each time, I receive the same response stating it is not sufficient. These include my driver's license, a letter from the Pension Fund, and a bank statement. Still, these are deemed insufficient. I am unable to upload the attachments here. Can you assist me?
Dear ifloor,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Dear Ingrid,
Thank you for choosing PlayCroco Casino.
We have received your email with the attachments, thank you. Unfortunately we cannot accept proof of address. Please provide other proof of address.
We ask that you take clear, legible digital photos of the document and email:
- Proof of address (utility bill or bank statement showing the name and address registered on the bill), issued within the last 90 days.
Make sure the entire document is visible (no part should be cut/trimmed). Please note that partially cut/cropped photos will not be accepted and may result in delays.
We look forward to hearing from you.
Greetings
! Canton Kayden I play Croco Casino Verification ServiceWHATEVER I SEND; I GET THIS EMAIL OVER AND OVER AGAIN!!
Thank you very much for your reply, ifloor. Did the casino clarify what was wrong with your documents? Did you provide all the required documents as soon as possible and in the correct format?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Thank you very much, ifloor, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello, ifloor!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!