PlayCroco Casino - Выигрыши игрока аннулированы, а аккаунт заблокирован.

Hello

Hi

I played with $ 50 sign up bonus unlimited withdrawal in the casino and won $ 500. They asked me for documents to verify my account and I sent them.

a few days later I received an e-mail from them :

Dear Frank,

We are contacting you from PlayCroco Casino.

Your account has been reviewed, and the decision has been made to permanently close your account, as it did not pass our security checks. This decision will not be reversed.

In the event that a new account is created under your name, it will be closed.

Regards,

Debra

PlayCroco Security Team

I want to know the reason for their decision to close my account

I'm very excited to know if there was a problem with my documents or the $ 500 I won or something else.

thank you

Dear Frank,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled and the account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Frank,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.