Smokace Casino - Il ritiro del giocatore è stato ritardato a causa delle ripetute richieste di documenti.

My account is verified, and I have sent the bank statements multiple times. However, they are making the withdrawal process difficult by asking for additional documents. I have already sent all possible documents.

Estou com a conta verificada e já enviei várias vezes os comprovantes do banco ,e eles dificultam o saque pedindo mais docs já enviei todos possíveis

Dear Freitag1984, 

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 advise 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, 

Veronika

All requests for extracts, photos of my payment Pix and my personal CPF, print of the bank's own bank screen with all the data, it is very strange that they want so much information, considering that I have already deposited more than double what I am asking for withdrawal

Todos pedidos extratos fotos meu Pix de pagamento e meu CPF pessoal print da tela do banco dos do próprio banco com todos dados ,está muito estranho isto quererem tanta informação,sendo que já depositei mais que o dobro do que estou pedindo de saque

I'm sending it every day because they don't accept it every time they want something different

estou enviando todos os dias porque não aceitam cada vez querem diferente

Could you please forward me all the communication between you and the casino customer support requesting additional verification documents that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru. Thank you.

Dear Freitag1984,

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.

I already received it, I would like to close the complaint and thank you for your help.

Já recebi queria encerrar a reclamação e agradecer a ajuda de vocês

Dear Freitag1984,

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