HomeComplaintsSmokace Casino - Player's address verification is delayed.

Smokace Casino - Player's address verification is delayed.

Amount: €500

Smokace Casino
Safety Index:High
Submitted: 28 Oct 2024
Case opened Current status

Waiting for Casino Guru to reply

2d 23h 25m 51s

Case summary

3 days ago

The player from Portugal is unable to confirm their address with the casino despite sending the needed information multiple times.

Public
Public
4 days ago
Translation

I am writing to request assistance because for several days I have been unable to confirm my address, even though I have sent it multiple times without receiving any response.

Automatic translation:
Public
Public
4 days ago

Dear marianamarques904,

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.

  • Could you please list which documents you have already provided and when exactly did you send the last one?
  • Have you provided all the required documents as soon as possible and in the correct format?
  • Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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


Public
Public
4 days ago
Translation

Good, I've passed all the checks, only the proof of address is missing and I've been told that the bank statement is Serbian. I've already sent 30 emails and there's been no reply as to whether or not it's been accepted.

Automatic translation:
Public
Public
4 days ago
Translation

By the way, their chat is useless, it doesn't help the player at all and they're very dry, with no interest in helping at all. I'd like to know which bank statement is the correct one to use for verification, as I've already sent it in various ways and formats.

Automatic translation:
Sensitive attachment
Sensitive attachment
4 days ago

Casino Guru is examining the case

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news