新着情報
新着情報

CrocoSlots Casino - Does not pay out 3000 winning

拒否されました

苦情情報

係争中のカジノ

クロコスロットカジノ

€ 3000

EmpireGambling マルタ
投稿日 2024年9月24日

I made multiple deposits on this casino in September and tried to withdraw.
They requested KYC documents, which are not being looked at and are pending, and I have tried to withdraw since September 6th.
It was first about one transaction of €600 and €800. I declined my transactions as I wanted to play again, and queued one withdrawal.
Now, my balance has reached € 3,000 as they keep rejecting withdrawals, and I want to withdraw.
I submitted the documents again and also sent them by e-mail to their support, but I did not get a reply (on Sunday, 22 September). They rejected my withdrawal again without any further information, and the KYC uploaded documents are still pending.

I submitted the documents again and removed the old ones that had been pending for over two weeks.

I feel they keep rejecting me, hoping I will continue playing it away. Why am I not getting replies or getting one withdrawal sent? I deposited €1700 in total on the website, and the 600 and 800 I queued first were still below my deposit amount. I have now submitted proof of every transaction I made, both per e-mail and on the website, as requested, but they just keep pending.

For clarification, one automatic e-mail has been received on submitting the KYC per e-mail it has been forwarded. The transaction afterwards got rejected again and no reasoning or contact from them.

AskGamblers
投稿日 2024年9月26日

Dear CrocoSlots Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers
投稿日 2024年10月14日

Dear all,

This complaint has been reopened as per CrocoSlots Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

投稿日 2024年10月14日

Dear all,

We sincerely apologize for the delayed response and any inconvenience this may have caused.

Please be assured that we have carefully and thoroughly investigated your case. As part of our compliance protocols, it is mandatory to verify all payment methods used in the account. This verification process is a standard procedure that ensures the security of transactions and safeguards both our platform and our users.

We also want to highlight that on each occasion where a cash-out request was denied, we sent you a detailed email specifying the required documents necessary to complete the process. These documents are crucial for confirming your payment method, and this requirement is in line with our commitment to ensuring a safe and secure financial environment.

We appreciate your understanding and cooperation in this matter, and we are here to assist you should you need any further clarification or support.

AskGamblers
投稿日 2024年10月18日

Dear @EmpireGambling,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the CrocoSlots Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.