Smokace Casino - Player’s withdrawal has been delayed due to verification issue.

Hello,

I have a problem with verification. I verified myself on the website, so I thought I could withdraw normally. some time after my withdraw request, I see that my withdrawal is still pending, and I can still cancel it, so they havent even started the process. I checked my mails, received nothing. Then I go to live support, they send me a screenshot of a mail which I have never received. The mail asks me to send them front and back pictures of my credit card, which I used to withdraw. They even want me to send my CVV and almost all data of my credit card, which seems odd to me, as I have already verified my residential state, my name and address, so why would they need such confidential data.

However, as my credit card only shows my name and nothing else, I am not even able to send them the required pictures. I sent them the pictures now anyways, as only my Name can be seen. They havent responded since then.

Dear floka,

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.

• Do I understand correctly that verifying your card seems to be the only issue? Has the rest of your documents been approved?
• Could you please clarify when exactly you provided the documents related to your credit card?

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,

Kristina

Hello!

In short, everything is fine now, I got my withdraw today aswell.

My issue was, that my card did not show the card number. But it was accepted, when I sent them a screenshot when i was logged in into my bank account and there was my card listed.

Shortly after, they approved my status and then my withdrawal.

The complaint may be closed and positively resolved.

Thanks for the fast reply aswell!

Best,

Floka

Dear floka,

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,

Kristina

Casino.Guru