The player from Brazil had a verified account and had sent multiple bank statements but faced difficulties withdrawing due to repeated requests for additional documents. We explained the importance of the KYC process and asked for the specifics of the documents submitted. After the player provided the necessary information, the issue was resolved, and the player successfully received his withdrawal. The complaint was then marked as resolved.
Smokace Casino - Player’s withdrawal has been delayed due to repeated document requests.
Amount: 160 R$
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
4 months ago
Public
Public
4 months ago
Translation
My account is verified, and I have sent the bank statements multiple times. However, they are making the withdrawal process difficult by asking for additional documents. I have already sent all possible documents.
Automatic translation:
Public
Public
4 months ago
Dear Freitag1984,
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 and it might take a few working days to complete this thorough process.
Could you please advise 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?
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,
Veronika
Public
Public
4 months ago
Translation
All requests for extracts, photos of my payment Pix and my personal CPF, print of the bank's own bank screen with all the data, it is very strange that they want so much information, considering that I have already deposited more than double what I am asking for withdrawal
Automatic translation:
Public
Public
4 months ago
Translation
I'm sending it every day because they don't accept it every time they want something different
Edited
Automatic translation:
Public
Public
4 months ago
Could you please forward me all the communication between you and the casino customer support requesting additional verification documents that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru. Thank you.
Public
Public
4 months ago
Dear Freitag1984,
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.
Public
Public
4 months ago
Translation
I already received it, I would like to close the complaint and thank you for your help.
Automatic translation:
Public
Public
4 months ago
Dear Freitag1984,
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,
Veronika
Casino.Guru
