PlayCroco Casino - 賞金の出金が遅延しています。

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?

bij vrijspelen van $10 BOnus 261 op rekening. Drie keer op verzoek een adres verificatie gestuurd (verschillende). Krijg steeds hetzelfde antwoord dat dit niet voldoet. Rijbewijs, brief van Pensioenfonds en bankafschrift. Nog steeds niet voldoende. Lukt me niet hier om de bijlagen te uploaden Kunt u mij helpen?

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

on I tried again and sent all documents again. Zero response!

on Ik heb een poging gedaan again en stuurde alle documents again. Nul reageren!

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!!

Beste Ingrid,

Bedankt voor het kiezen van PlayCroco Casino.

We hebben uw e-mail met de bijlagen ontvangen, bedankt. Helaas kunnen we het bewijs van adres niet accepteren. Geef een ander bewijs van adres.

We vragen u om duidelijke, leesbare digitale foto's te maken van het document en de e-mail:

- Een bewijs van adres (energierekening of bankafschrift met de naam en het adres dat op de rekening is geregistreerd), uitgegeven in de afgelopen 90 dagen.

Zorg ervoor dat het hele document zichtbaar is (geen enkel deel mag worden afgesneden/bijgesneden). Houd er rekening mee dat gedeeltelijk afgesneden/bijgesneden foto's niet worden geaccepteerd en tot vertragingen kunnen leiden.

We kijken ernaar uit om van u te horen.

Groetjes

! Kanton Kayden Ik speel Croco Casino Verificatie ServiceWAT IK OOK STUUR; DEZE EMAIL KRIJG IK STEEDS WEER OPNIEUW!!

Dear ifloor,

Have you received your withdrawal from the casino yet?

No, thank you very much in advance for your cooperation

Nee hoor.alvast erg bedankt voor de medewerking

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.

I sent documents separately by email.

Ik stuurde documenten separaat per email.

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!

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.

So we can forget that.

I don't think the casino will be very impressed

Dat kunnen we dus wel vergeten.

Ik denk niet dat het casino erg onder de indruk zal zijn

We have decided to extend the timer because we have received response from the casino, but no any new information yet.

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.

The player has submitted further documents for the verification, so, we are now waiting for the casino's Risk department's response.

ifloor, have you received any response from the Risk Department?

No

Nee hoor

We are still communicating with the casino side regarding submitted documents.

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