PlayCroco Casino - Hráč má potíže s dokončením ověření účtu.

They keep saying my address is not on the documents I sent for verification. I have sent 2 different utility bills, Both with my address

Dear Colleen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

Lastly, could you please confirm that this is the correct casino website https://www.playcroco.com/?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, this is the only problem

All other ID has been sent

Thank you very much, Colleen, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello colleen,

I looked at your complaint and will do my best to help you. I would like to invite PlayCroco Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

We would like to ask the PlayCroco 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’.

problem has been solved. thank you

Dear colleen,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru