Smokace Casino - Player's withdrawal is delayed due to extra document request.

My documents were validated and they sent me an email saying that they need another bank document ( I already know where this goes) , it's only 40$ I can't imagine what they do with people who try to withdrawal 500$, 9.3 out of a 10? Can't be real, I wouldn't recommend this casino at all.

Dear Nuracz,

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 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,

Tomas

They keep asking for the same documents that I literally send them, with everything they ask for, but they always ask for the same thing, which doesn't make any sense. That's what they ask for, I send them everything correctly, but they always come up with something else.

Thanks for your reply.

Online casinos will want bank statements in .pdf format as proof that you are the owner of the payment method.

Did you submit also a bank statement in .pdf from the last months to the casino?

With what result?

Please let me know.

I sent the same documents, and when I canceled the withdrawal and lost everything, those same documents that I sent over and over again ended up being validated, they waited for me to cancel the withdrawal several times to then validate the documents when I lost everything, after losing everything they validated the documents not even an hour later.

Sadly,

since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to close the complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Nuracz,

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.

Thanks for your help, but it's all sorted.

Dear Nuracz,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru