Smokace Casino - Player needs assistance with account verification.

Hello everyone, I have always had positive experiences with this casino, but now I need your help to verify my identity as I am unable to deliver my emails to them. I would appreciate it if you could get in touch with them so I can be verified. I have attached screenshots. If you have any questions, I am available.

Dear Nicola99,

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 casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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,

Petronela

The problem is that the live chat doesn't work for me, and I can't get my emails to them, if only I could have an alternative method to contact them and send them all the documentation

Thank you very much, Nicola99, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Nicola99,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and to confirm if I understand it correctly you do receive emails from the Smokace team, but your emails were not received by them or when you sent your emails, it came back as undelivered to you? Did you try to contact the Smokace team via livechat or email from different devices?

Yes exactly, I can't send my emails to them in particular, the live chat if I click on the popup nothing happens, the fact is that I tried to write to them with another email but it happens the same, or do I really have to try to change email (@libero)

Dear Nicola99,

Please forward the emails you were supposed to send to the Smokace team to me at michal.k@casino.guru Let's check if I receive them normally.

Perfect I just sent them to you

Dear Nicola99,

Just to let you know I have not received any email from you yet. :(

I'll wait a moment more, then I'll try to create an email with a new domain

Dear Nicola99,

I acknowledge receipt of your email sent from your Gmail account; however, I noticed that there are no attachments included. Kindly resend me the documents that the casino team has requested from you.

Perfect I'll take care of it now

Dear Nicola99,

I have received your email with the documents, thank you for that. I will proceed to discuss your case with the representative from the casino.

Dear Smokace Casino,

It appears that the player's initial email client "@libero.it" is experiencing some difficulties, as I have not received any correspondence from the player either. I can either forward the requested KYC documents to you or, if you prefer, the player can send them directly from their alternative email address. Which option would you find more convenient?

Dear Michal,

We will contact the user from our side to resolve his situation as soon as possible. 

Dear Nicola99,

KYC Department has sent an email on 2024-08-27 14:20 UTC to your email address - nicolavecera1999@gmail.com. 

The email has a list of documents required for verification. 

Please send the requested documents to complete the verification process. 

Regards,

Smokace Casino Risk Department.

Thanks to you michal and thanks to the whole team of casino guru for helping me, account verified successfully and withdrawal made, and above all thank you very much to both of you for the collaboration

That's good news, Nicola99. I have confidence that your withdrawal will be processed soon. It is pleasing to know that we could assist you with your concern in a timely manner.

Please inform me once you have successfully received the funds, so I can mark your complaint as resolved.

Yes yes I confirm, received successfully immediately this morning

Dear Nicola99,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino Guru