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I played with a no deposit bonus and played through the required $3000.00. I verified my account with ID and proper documentation for my address it was accepted and validated. When I requested a payout I was told that I needed further documentation for address verificAtion. I sent a copy of my lease and mail with my name addressed to me. It wasn't good enough so I sent a bank statement. Now they say it's being sent for further review. The advertisement states payout within 24-48 hours. It's been almost a week and I still have not received the payout or verification that it is being processed. Please help. I've done everything I've been asked to do

Dear Jimmy6572,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Jimmy6572,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick,

I apologize for not responding to the previous email. I must have missed it. To update the status of my complaint, it has been a 💯 complete nightmare. My initial request for payout was on 2/1/2025. I received an email that my account was fully verified on 2/1/2025. Since my request for payout of $150.00 the casino has denied my payout Everytime I send a document that has been requested. I have sent several address verification and spoke to someone on the phone on 3 separate occasions. They won't even accept my rental/lease agreement. Please help!! This is obviously a casino thT doesn't want to pay the payout. Also, please note the cAsino is called CROCO CASINO it has a green background. I chose the incorrect casino it's not 11croco casino. Let me know what I need to provide so you can assist me. And thank you so much for your time on this.

Dear Jimmy6572,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Did they specify the reason of rejecting your documents?

Looking forward to hearing from you.

Regards,

Nick

Dear Jimmy6572,

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.

Hello Nick,

I have forwarded the email in question verifying me for depositing and withdrawing from PlayCroco Casino. The email is from ja****@gmail.com. Thank you again in advance for your time and patience with my payout issue from Croco Casino.

Sincerely,

James A***

Thank you Jimmy6572 for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick,

Everyday I'm asked to to submit a document for verification. It is different everyday and then by about 10 am I receive the same email that more documentation is needed. It's been a vicious cycle

Dear Jimmy6572,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the PlayCroco Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear PlayCroco Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hi Romi,

I received an email today from the casino that they are closing my account because I didn't pass their internal checks. This is so wrong. How can they get away with this ?

Hi Romi,

I requested a payout on February 1st and I went through the account verification and I was sent an email on February 1st that I was approved to withdraw. After requesting the withdraw of 150.00 I was sent an email asking for more documentation. The documents that were sent were my lease agreement to verify my address, my California Identification card for identification and a selfie of myself along with an additional selfie holding my ID. I was sent an email after everything was verified that I needed to send my address verification over again. So I did, I sent them a bank statement. Another email comes in saying I need to send another selfie. Which I have done. Now today I get an email saying my account is being closed. Please help me this is fraudulent. I followed instructions as I was asked even though I sent the documents several times. This is not ok ....they shouldn't be able to do that to people. Please let me know thank you

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.

Dear Jimmy6572,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi