The player from Brazil had deposited R$ 500 and verified their account at Smokeace. Despite having completed the verification process, further verification was requested when they attempted to withdraw R$ 2,200. After contacting support, the player received confirmation of account verification and later reported that the withdrawal had been completed. We closed the complaint as resolved.
Smokace Casino - Player's withdrawal has been delayed due to further verification.
Amount: 2,200 R$
Smokace Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
On August 7, 2024, I made my first deposit at Smokeace, totaling R$ 500. I did not activate any bonuses; I played solely with the deposited balance. On the same day, I verified my account, which was approved in three stages: a selfie with my ID, address verification, and ID verification. When I attempted to withdraw my final balance of R$ 2,200, I received a message on the site stating that my account needed further verification. I was redirected to the KYC verification section, which indicated that my account could not be verified and that I should contact support. I reached out to the live chat, and they informed me to email the verification department regarding the issue. I sent an email explaining my situation to kyc@smokeace.com, but I have not received any response and still cannot withdraw my winnings.
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4 months ago
Dear Fdvascokrlh,
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 list which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents 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,
Tomas
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4 months ago
Translation
Today, August 7, 2024, I received the email confirming the completion of the verification of my account, I requested the withdrawal of the amount of R $ 2200 reais, it is still pending after 8 hours of request via pix, they asked me to send 3 more documents, even after the account was already verified, I sent them all and the withdrawal is still pending
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4 months ago
Translation
Today, August 8, 2024, I received the email confirming the verification process and the withdrawal was completed. Resolved
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4 months ago
Dear Fdvascokrlh,
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,
Tomas
Casino.Guru
