11Croco Casino - Die Auszahlung des Spielers verzögert sich.

Good day,

I just described the situation in the forum.

The issue is that I still have about €1000 in my Croco account, but I simply can't access the money. A few months ago, the problem first arose that when logging into my account, an "authentication code" was required, which I'm almost certain I never entered. I contacted support about this but never received a clarifying answer. I was then asked to send further documents for verification, but these weren't reviewed for weeks. On June 18th, I received a message that the casino was closing to customers from Germany and that I should withdraw my balance. I then inquired again via email and provided my withdrawal details. I still haven't received the money.

I am attaching an example of the email correspondence.

I hope you can help me with this.

Guten Tag,

ich habe die Situation so eben auch im Forum geschildert.

Es geht darum, dass ich noch ca. 1000€ auf meinem croco Konto habe, aber einfach nicht an das Geld heran komme. Vor einigen Monaten tauchte erstmals das Problem auf, dass beim Einloggen in meinem Konto zusätzlich ein „Authenifizierungscode" gefordert wurde den ich aber ziemlich sicher nie vergeben habe. Daraufhin frage ich beim Support nach bekam aber nie eine klärende Antwort. Ich sollte dann nochmal Unterlagwn zur Verifikation hinschicken, die wurden aber wochenlang nicht überprüft. Am 18.06. erhielt ich die Nachricht, dass das Casino für Kunden aus Deutschland schließt und ich mein Guthaben auszahlen lassen soll. Daraufhin fragte ich erneut per Mail nach und hinterlegte sich meinen Auszahlungsdaten. Das Geld habe ich bis heute nicht bekommen.

ich hänge ihnen exemplarisch ein Ausschkittw auf dem E-Mail Verkehr an.

Ich hoffe sie können mir da weiterhelfen

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you successfully logged into your casino account?
• Am I correct in understanding that you have been unable to log into your account since you were asked to provide an "authentication code"?
• Which documents did you send to the casino for KYC verification?
• Please forward me all the communication between you and the casino's customer support regarding the verification requests, as well as any information you received about the casino closing its services to German customers, to veronika.f@casino.guru.

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

Best regards

Veronika

I sent the requested information by email.

Ich habe die gewünschten Informationen per Mail geschickt

Thank you for your email.

Please forward me the entire email communication thread between you and the casino regarding the removal of 2FA to veronika.f@casino.guru, preferably as original email attachments in .eml format. Cropped screenshots will not be accepted as evidence.

Additionally, could you please clarify whether there is any possibility that your casino account was previously hacked or accessed by someone else? You mentioned that you did not set up the authenticator yourself, so I would like to determine whether your account may have been compromised.

Thank you in advance for your cooperation.

I have sent the information again by email.

Ich habe die Informieren erneut per Mail geschickt.

Thank you for your clarification. Before I forward your complaint to my colleague for further investigation, I would like to ask you for a few additional details regarding the two-factor authentication on your account.

• You mentioned that you received security notifications advising you to change your password. Could you please forward these emails to me at veronika.f@casino.guru, preferably in their original format (.eml or .msg)?
• Have you ever used or connected an authenticator application, such as Google Authenticator, Microsoft Authenticator, Authy, or a similar app? Do you recall ever scanning a QR code or entering a code generated by such an application when setting up your casino account or changing its security settings?
• When the casino asks you for the two-factor authentication code, does it specify which application or authentication method the code should come from? If possible, please provide a screenshot of the message or screen where the code was requested.

Thank you in advance for your cooperation.

I sent the information again by email.

Ich habe die Informationen wieder per Mail geschickt.

Dear Alex8916

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Alex8916,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the 11Croco Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a 11Croco Casino representative to join this conversation and participate in resolving this complaint.

Dear 11Croco Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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 Alex8916,

I have repeatedly tried to contact the 11Croco Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by New Brunswick and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Igor