Smokace Casino - Player has issues verifying his payment method

Dear paredes99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you tried to contact casino support regarding the issue and explained your circumstances to them? Have you received any response from the casino?
• Has the casino recommended any alternative way for you to verify your payment method?

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

Best regards,

Tomas

I understand your frustration, however, we accept the situation where the casino requests additional documents for verification. Verifying a payment method is a key part of the process.

Please let me know if you were able to contact the casino and submit satisfactory proof of your payment method.

If you still struggle to communicate with the casino to accept your documents, please let us know and we'll intervene.

Please let me know if the newly submitted documents were successful.

If the casino responded to your attempts to explain the situation, it would be very helpful to see this conversation, before we contact the casino ourselves.

Please submit any relevant communication between you and the casino to my email at tomas@casino.guru, alternatively, you can share it here. If the communication contains any sensitive 0personal information it will be marked as private.

Dear paredes99, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear paredes99,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru