Smokace Casino - Player's address verification is delayed.

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.

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

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.

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.

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

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

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

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?

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.