The player from Germany deposited €50 on July 31, 2025, but the funds had not been credited to her account. She had also sent an email without receiving a response. After 20 days, the casino credited her money. The issue was then marked as resolved in our system.
Smokace Casino - Player's deposit is delayed.
Resolved
Our verdict
Case closed
Amount: €50
Smokace Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
I deposited €50 on July 31, 2025, but the money hasn't been credited yet. I also sent an email, but no response.
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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6 months ago
TranslationI've written to the casino almost every day, and they've always said the same thing. My deposit, sent via PDF, is still being processed. Can you please help me?
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6 months ago
Have you contacted your payment provider, as I suggested in my first reply?
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6 months ago
TranslationI can't do that because gambling is prohibited in Germany at unauthorized casinos.
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6 months ago
TranslationAfter 20 days, the casino finally credited my money. That's it. I will never want to play with this casino, and I will also advise everyone not to play.
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6 months ago
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,
Veronika Fritz
Casino.Guru
