PlayCroco Casino - El retiro del jugador se retrasó debido a una disputa sobre la dirección BTC.

Delayed tactics(PlayCroco casino)

(Verified and approved account on Casino)Upon winning $1670 on 18/05/2024 with my deposit coupon(no max cashout) i submitted a withdrawal and double checked and made sure i enter my own Btc address but i noticed my withdrawal was declined on the 20th of May saying my Btc address belongs to someone else which is completely wrong as crypto information is secured.I did however confirmed and sent proof the btc address is mine and was told the concern will only take 24hours to be confirmed but still after 24hours my withdrawal still isn't paid.Infact nowhere on terms does it state the member will be asked to provide documentation confirming a btc account is theirs, infact a casino is liable to make payment to a btc address provided by the member and if any loss occur the casino is not liable. This is a case where i won a big amount and the casino is portraying delaying tactics not to pay me.This is frustrating and stressful and unnecessary.i Need your help

Dear Helena897,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Based on the screenshot of the email you uploaded with your complaint, it appears the casino denied your payout because your payment method was already used by another user. This indicates that someone else with an account at PlayCroco Casino has already withdrawn winnings using the same payment method. Therefore, I would like to know the following:

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you made any successful withdrawals from this casino before?

Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

Dear Helena897,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.