The player from the Netherlands had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The issue stemmed from the casino repeatedly rejecting her proof of address documents. After several attempts, the player resubmitted the documents, and we communicated with the casino's Risk Department. The complaint was eventually marked as resolved after successful verification of the documents.
PlayCroco Casino - Withdrawal of player's winnings has been delayed.
Amount: $260
PlayCroco Casino
Safety Index:Above averageSafety Index
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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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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8 months ago
Translation
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?
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8 months ago
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
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8 months ago
Translation
on I tried again and sent all documents again. Zero response!
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8 months ago
Translation
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!!
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8 months ago
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No, thank you very much in advance for your cooperation
Edited
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8 months ago
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.
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7 months ago
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.
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7 months ago
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!
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7 months ago
We would like to ask the 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’ which may negatively affect its rating.
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7 months ago
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So we can forget that.
I don't think the casino will be very impressed
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7 months ago
We have decided to extend the timer because we have received response from the casino, but no any new information yet.
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7 months ago
Hi ifloor!
I have received the information from the casino that you have not submitted suitable Proof of Address. Please, make a photo or a scan of a suitable document and send it here or to my e-mail before submitting it to the casino, so I can check if it is okay. My e-mail is pavel.k@casino.guru.
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7 months ago
The player has submitted further documents for the verification, so, we are now waiting for the casino's Risk department's response.
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6 months ago
We are still communicating with the casino side regarding submitted documents.
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6 months ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, ifloor, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Pavel K
Casino.Guru
