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 player to reply

3d 12h 43m 24s

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.

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3 weeks 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:
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3 weeks 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


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3 weeks 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.

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3 weeks 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.

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3 weeks ago

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2 weeks ago

I appreciate your replies.

Kindly share with me any response from casino support you received so we may better understand the situation. Share screenshots here or send me the information to my email at tomas@casino.guru

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2 weeks ago
Translation

I've already complained to support about the ban and I'm waiting for an answer and then I'll send it to you.

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1 week ago
Translation

I've had no response from smokace for several days now, and this is an abuse of power.

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1 week ago

Dear marianamarques904,

Casinos usually require bank statements to show the deposit to the casino to be in the list of transactions found on the bank statement document itself.

  • Have you submitted such a bank statement to the casino for verification already?
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3 days ago

Dear marianamarques904,

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.

marianamarques904 has 3d 12h 43m 24s to reply

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