Do I file a complaint or continue with the procedure?...help...

Hi everyone, I need advice from someone more expert than me on the problem I'm having with a non-AAMS online casino.

I requested my first 300e withdrawal (no bonus, just real money and real top-ups) and the site sent me an email requesting additional documents.

I would like to point out that I had already verified the gaming account with all the required documents (selfie, driving license and house bill), in the additional documents they ask me for a photo with the numbers covered, front and back of the card with which I deposited and a further selfie with my license in my legible hand.

I would like to know what connection there is between the selfie with the driving license in hand and my withdrawal, when they already have the photo of the requested document.

Do I continue with the requested verification or is it preferable to open a complaint?

Hi can I ask what casino exactly is this ? 

As far as verification is concerned, I would recommend to cooperate with the casino. Apparently it's just a additional verification since you say that your account has already been verified. It's a process that casinos are careful about, so I don't think it's unusual. 

In summary, it's best to provide the additional things that the casino requires from you so that you can then withdraw the money. 

Anyway, when you manage to get through the verification, could you let us know if it went smoothly and how long it took ? 

Hi, thanks for the reply, the casino is Smokace, I no longer have

sent nothing, because in addition to the selfie I have to send proof that the card

prepaid card that I used belongs to me, I have done more than one top-up

on their website, but the problem is that the bank does not provide additional documentation

about the prepaid so I don't know what to send him.

The documents I have sent so far are (front/back driving licence, a selfie of me without documents, two Casam bills, photo of front and back prepaid card), even if I sent my selfie with the driving license I still wouldn't have the documentation they require for the prepaid card ....

(they tell me that the screenshot from my bank's app of the card statement is also fine if I understand correctly, the problem is that they want the card with the first six numbers uncovered and the last four... fine in the app my bank only shows the last four so I think they would reject that too)

You know, I think it is fair to say that the best approach is to cooperate with the casino. I know how that sounds; believe me, the point, however, is to be verified not to prolong the process further. Thus, I need you to know that we allow casinos 14 full days to complete the verification and send the money.

Other details are provided in this guide: https://casino.guru/complaint-resolution-instructions

May I know what seems to be the issue with the prepaid card? Honestly, I would expect the necessity of the card's holder's name, which I assume these cards usually don't have...🤔

Am I close?

Yes, exactly, the name can only be read in the bank app but you can only see the last four digits while they also want the first six, I also sent the photo of the card with all the requested numbers but obviously the name does not appear on the card because it is a prepaid...

Later when I get back from work I'll try to send them the screen and explain what I can't do further, I'll see and I'll update you and thanks for the suggestions for now

I understand your situation. So we will wait for the casino's reply and see what statement they will give. If it will not be possible to provide the document that they ask for because it is a prepaid card, I guess they will have some alternative to resolve the situation. 

Let us know when you hear the news. I hope everything will be fine. 🙂

How long has anyone waited for this "game check, bet check" before receiving your withdrawal? I am going on 5 days even after successful kyc verification and I was told I been verified and did not need any further verification procedures to withdraw but I haven't even gotten one or any email or indication that I am getting my winnings going on day 5! They keep sending me the same excuses each time "waiting to hear back from the game provider" 🙄 such an unnecessary withdrawal process just to stall from paying

Hello. May I ask which casino are you referring to, please? We usually give casinos 14 full days to complete the process, especially if some additional checks need to be done. Hopefully it'll be processed soon. Please let us know about any updates regarding.

Smokace. And it has now been day 8. They've since canceled two of my pending withdrawals and haven't given me a reason why, I've been talking to automated responses all this time, I've yet to hear from a real person

In this case, the live support won't be in any help, in my opinion, as they can not, or don't know to tell you the exact explanation. And unfortunately, until the casino will get the full check from the game provider, there is not much to do for you, and even for them, just wait. I know, that it is not very easy, nor pleasant, but without the decision from the game provider, there won't be any progress.

Have you got any feeling that you played in a non-standard way, maybe, or encountered some technical error during the game, by any chance?

I m texting yu today, caus I made nearly same experiences with smokace like yu did. I won about 20.000€ 2 weeks ago. First bigger win was in GATES OF OLYMPUS 1000, about 11.000€ I hit the 1000x multiplier in freespins, you can imagine I was near tears of happiness, on next day I topped that with again about 10000€ on 10000 BC slot from yggdrasil. After I confronted smokace with my withdrawal request, one day later I got email, I should wait for the approval of the game provider until 14 working days. This shocked me to a freaking point, okay it s maybe my fault cause I lost self control, I ayed the whole winnings down as I recognized I was limited to withdraw in partly transactions of 1200 per day, this is horrible and not very serious behavior for a recommended casino, I felt so betrayed.

Maybe I should really have waited the time they ve set to wait for me as a player, but I ve read so much other experiences on telegram for example, they all hav made the same bad experiences, and one never gets to know, if anybody of them, with higher winnings ever got his money at the end. It s terrible.

So I m asking yu now, did yu get yur money in the end, or do they still let yu slide strategically, with any complaining about approvals and difficulties with the payment method etc??

I really want to know if anybody with high winning amounts really gets paid from smokace, it seems like a farce.

I want to trust this casino cause I Lov paying there, since I always had the feeling the winnings are really considerable in comparison to other casinos, but what the hell, If yu can t let it be paid out.

So please tell me yu finally got yur money, or my relationship with SMOKACE will end up here with this case. 😂😭

I ve read from a case in telegram Chanel, someone waited over 30working days and he never got any feedback from the casino,, this player didn t go on updating what happened, he left his story exactly open like yu did here, no more comments no more updates.

I want to clear up for me and other players if this casino is worth it or should be avoided, because of strategically perceiving.

I would be so happy, for any answer from yur side, how this story went on. Please Don t hesitate. Thanks so much previously😇❤️