PlayCroco Casino - A conta do jogador não foi verificada.

Hello dear casino guru team

I have deposited 50 euros at play croco casino, have met the sales requirements, but I cannot have my money paid out because I cannot upload my documents. I sent the documents to casino croco by email but no response until

Since you have already helped me once, I ask you again for your support. I read that no payouts are made to German players, but why is my deposit accepted? Lg dennis k ***

Hallo liebes casino guru Team

Habe bei play croco casino 50 Euro eingezahlt habe die Umsatzanvorderungen erfüllt doch kann ich mir mein Geld nicht auszahlen lassen da ich meine Dokumente nicht hoch laden kann. Habe per email die Dokumente an casino croco gesendet aber keine Antwort bis

Her bekommen da ihr mir schon einmal geholfen habt bitte ich euch nochmals um Unterstützung. Habe gelesen das keine Auszahlung an deutsche Spieler ausgezahlt wird aber warum wird dann meine einzahlung akzeptiert. Lg dennis k***

Dear dennisk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It usually takes a few days to fully review all documents.

I checked the FAQ section and I found this:

Could you please confirm you have sent all the required documents, and that you sent them to documents@mailcroco.com?

Have you tried discussing this issue with the live chat support? It should be available 24/7.

Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, I also tried to write with the chat, they only sent me a link, but I couldn't verify myself there either

Ja habe auch mit dem Chat versucht zu schreiben die schickten mir nur ein Link allerdings konnte ich mich da auch nicht verifizieren

Yes, I wrote with chat and they sent me a link, but I couldn't verify myself

Ja habe mit Chat geschrieben die schickten mir ein Link allerdings konnte ich mich auch nicht verifizieren

Thank you very much dennisk for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 dennisk,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite PlayCroco Casino to join the conversation and participate in the resolution of this complaint.

PlayCroco, can you please provide us with an update regarding the status of the player's account/verification?

Hello Adam ok very much

Hallo Adam ok sehr gerne

Hello Adam have not heard anything from play croco to this day

Hallo adam habe bis heute nichts von play croco gehört keine email nichts wie ist der stand der Dinge obwohl ich das Verifizierung Formular hoch geladen aber mein Konto wurde noch immer nicht verifiziert das casino meldet sich einfach nicht könnten sie nochmal nach forschen

Hello dennisk,

I too have received no response. I will attempt to contact the casino once more when the timer expires.

We would like to ask PlayCroco Casino to reply to this complaint.

We are extending the timer by 10 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello dennisk,

I have tried to contact the casino repeatedly but without success.

The casino has no license and doesn't refer to any ADR service, so I’m afraid there is nothing that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.

I am sorry I could not be of more help.

Best regards,

Adam