Smokace Casino - A verificação da conta do jogador está atrasada.

Hello, I have an account at this casino. I have been attempting to verify my account for over two weeks now, but they say it's still under review. I have contacted live support, to no avail. They advised me to send an email directly to the finance department, which I have done three times now, but to no response. I want to withdraw the balance I have in my account, but I can't because they haven't verified my account yet.

Boas, tenho conta neste casino, estou a tentar verificar a conta à mais de 2 semanas, eles dizem que estão em analise, já falei com o suporte em direto, mas de nada adiantou, pediu me para enviar email mesmo para a parte das finanças e assim o fiz já enviei 3 emails mas sem resposta, queria levantar o montante que tenho, mas não consigo porque não me verificam conta

Dear beatriz04vanessa,

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 takes 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 you sent 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,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I have already sent all the documents requested. It just tells me to wait, and I've been waiting for a long time.

Já enviei todos os documentos que são solicitados. Apenas me diz para aguardar, e já estou a aguardar à bastante tempo.

Thank you for your reply, beatriz04vanessa. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear beatriz04vanessa,

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.