The player from Brazil had been unable to withdraw his winnings due to the casino's requirement for a screenshot of his bank account number and Pix account details, a request his bank did not permit. Later, the player confirmed receipt of his winnings. We had marked the complaint as 'resolved' in our system.
Smokace Casino - Player struggles with withdrawal due to additional verification demands.
Amount: 1,797 R$
Smokace Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
I won a sum of money at this casino, but to withdraw it I needed to be verified, which I did without issue. Now, however, they're demanding a screenshot of my bank account number and all my personal information tied to my Pix account. My bank does not allow me to perform these operations and they have yet to offer me another verification option, leaving me unable to make any withdrawals.
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9 months ago
Dear gmagela098,
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 payment method is the last step in completing the verification process?
- Does your bank send you monthly bank statements, or can you request your bank to supply them to you?
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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9 months ago
Translation
Banking statements are easy, the problem is that they are asking me to print the pix page, banks do not allow printing of this area,
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9 months ago
Please send me the correspondence between you and the casino about the issue.
Send this information to my email at tomas@casino.guru
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9 months ago
Translation
Good morning, everything was resolved, money fell into the account, but I would like to make a suggestion, the way of proving the bank account could be simplified, a statement contains all the necessary information, I had enormous difficulty in proving the bank account through print, but the problem has been solved
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9 months ago
Dear gmagela098,
There might be a security reason, why the casino is asking for documents in a certain way.
Regardless, 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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
