Smokace Casino - A conta do jogador não foi verificada.

I created an account at this casino and a few days later, to make a withdrawal, I started the verification process, but it failed due to the address. I contacted support, sent an email to support and also to KYC, and it has been a week without a response. Now they have closed my account and said there is an account with the same information, which is impossible. I am willing to prove it because only I can verify my true details. This is serious because if someone impersonated me, they should try to help understand the situation, as not only were my details used but they also accepted an account from someone who is not actually me.

Criei conta neste casino e passado uns dias para fazer um levantamento comecei o processo de verificação, no qual falhou na morada. Contactei o suporte, enviei e-mail para o suporte e também para o KYC e já passou uma semana e eu sem resposta. Agora fecharam a minha conta e disseram que há uma conta com os mesmos dados, o que é impossível. E estou disposto a prová-lo porque só eu posso provar os meus verdadeiros dados. Isto é grave porque se alguém se fez passar por mim eles deviam tentar ajudar a perceber a situação, porque não só usaram os meus dados como eles aceitaram uma conta sendo uma pessoa que na verdade não é a própria

Dear daalmeida97,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing.

To assist you further, could you please provide more details on why your address has not been successfully verified? Did you enter the wrong address in your casino profile? Or perhaps you submitted a document that was insufficient for the verification of your address?

Additionally, could you confirm if anyone from your household, or someone who shares the same IP address, might have created an account at this casino?

Lastly, I would appreciate it if you could let me know whether your winnings were accumulated with or without a bonus.

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

I submitted the bank document with my name and address and it wasn't accepted.

I don't live with anyone who has an account at this casino.

all winnings were without bonus

Eu submeti o documento do banco que tem o meu nome e a morada e este não foi aceite.

Não vivo com ninguém que tenha conta neste casino.

os ganhos foram todos sem bónus

Could you please forward me all communication between you and the casino’s customer support regarding the allegations of having multiple accounts? Kindly send it to veronika.f@casino.guru and include any other relevant evidence that may assist in the investigation.

Thank you for your patience and cooperation.

Dear daalmeida97,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.