The player from Greece had been unable to make a withdrawal as the casino had requested proof of a card previously used for deposit, which had been lost and canceled six months prior. Despite having had all his other documents verified and being fully KYC verified at other casinos within the same provider, this issue had persisted. We had suggested the player to obtain an official document from his bank proving the card's ownership. The issue was later resolved after the player had communicated with the casino, and his withdrawal was processed successfully. The complaint was subsequently marked as 'resolved'.
Smokace Casino - Player's withdrawal is delayed due to lost card verification.
Amount: €200
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
2 months ago
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2 months ago
They are asking me to provide a proof of a card that I had deposited once on April of 2023.This card is lost 6 months ago and canclelled by me and after that all my deposits are via Skrill. All the documents that have been asked are verified and this is not the 1st casino from the same provider that I am verified. (Winstoria,Icebet,Windetta) I am all KYC verified there and I have made withdraws.
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2 months ago
Dear karamikos,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Smokace Casino.
Please understand that the casino has to verify all the payment methods that were used for depositing to make sure the money belongs solely to you.
If you are unable to provide a photograph of your lost card, I suggest you visit your bank and request an official document that the card belonged to you. It should contain your personal details, card number, and the stamp from the bank.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
I filed a complain to the casino and they accepted it and they made the withdraw and I got KYC accepted. All good after a lot of emails and live chat.
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2 months ago
Dear karamikos,
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
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