The player from Greece had been unable to withdraw his winnings of 740€ due to an ID verification issue. Despite his numerous attempts to contact the casino, he hadn't received a satisfactory response after a week. After the player lodged a complaint, we had intervened and contacted the casino to help resolve the issue. Consequently, the casino verified the player's account and he had been able to withdraw his winnings. The player had confirmed that the issue had been successfully resolved.
Smokace Casino - Player's winnings are delayed due to ID verification issues.
Amount: €740
Smokace Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
GOOD EVENING, I HAVE WON 740 EUROS IN THE CASINO AND THEY ARE ASKING FOR ID VERIFICATION IN ORDER TO MAKE A WITHDRAWAL. I HAVE SUBMITTED MY ID FOR VERIFICATION BUT I RECEIVE A MESSAGE SAYING THAT I NEED TO CONTACT THE RELEVANT DEPARTMENT BECAUSE THEY CANNOT VERIFY MY SELFIE PHOTO. I'VE BEEN SENDING MESSAGES FOR A WEEK AND HAVEN'T RECEIVED A RESPONSE FROM THE RELEVANT DEPARTMENT. I TALK TO SUPPORT EVERY DAY AND THEY JUST KEEP TELLING ME TO WAIT FOR A RESPONSE. IT'S UNACCEPTABLE. I HAVE BEEN WAITING FOR A WEEK AND HAVEN'T RECEIVED ANY EMAIL FROM THE RELEVANT VERIFICATION (KYC) DEPARTMENT.
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10 months ago
Dear voyltsos,
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?
- When was the last time casino support contacted you regarding your verification documents?
- If there is any correspondence you received from the casino, please share it here, or alternatively, send the information to my email at tomas@casino.guru
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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10 months ago
Translation
GOOD EVENING DO WE HAVE AN UPDATE FROM THE CASINO? BECAUSE I STILL HAVE NOT RECEIVED AN EMAIL FROM THE COMPETENT DEPARTMENT OF THE CASINO.
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9 months ago
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IT HAS BEEN 10 DAYS AND I HAVE NOT RECEIVED AN EMAIL FROM THE DEPARTMENT, IT SEEMS A LITTLE ABSOLUTE TO ME FROM A CASINO WITH SUCH HIGH REVIEWS. DO WE HAVE ANYTHING NEW FROM YOU?
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9 months ago
Thank you very much, voyltsos, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Hi voyltsos,
I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Smokace Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case?
Kind regards,
Natalia
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9 months ago
Translation
THIS CASINO IS UNACCEPTABLE WHILE WAITING 10 DAYS TO GET IDENTIFIED ALL TODAY AND STILL I CAN'T WITHDRAW MY MONEY NOW THEY ARE TELLING ME BECAUSE THEY HAVE TO VERIFY THE PLAY HISTORY MY ION WHICH THEY SAY TAKES 3-14 DAYS.
UNACCEPTABLE, PLEASE DO NOT END MY COMPLAINT UNTIL MY WITHDRAWAL IS COMPLETED, BECAUSE I AM VERY AFRAID THAT I WILL NEVER RECEIVE THIS MONEY!
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9 months ago
Thank you for the updates, voyltsos. We'll keep your complaint opened. I still hope that the casino will also reply here since we asked for their participation in this case.
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9 months ago
Translation
I WOULD LIKE TO THANK CASINO GURU FOR RESOLVING THE ISSUE.
MY MONEY HAS BEEN CREDITED.
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9 months ago
Dear voyltsos,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
Casino.Guru
