Smokace Casino - Player's withdrawal is delayed and limited.

I'm vip level 2 at the casino, I've already tried to increase my withdrawal limits which at the moment are 1500€/week and 3000€ per month, which doesn't make sense for a player who has already deposited 1500€ in a day.

Despite several attempts they always say it's not justified at the moment.

As far as I can see they claim in the terms and conditions that it's €3000/day, but that's not the case with me.

Now I've won 7000€ in the casino and it's going to take me over 2 months to withdraw the funds? I've tried contacting support but I get no response, this just makes me feel like it's a wish for the player to spend the money and end up not withdrawing the funds, it's not fair and I've never seen a casino do this.

I just want to receive my funds, thank you

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Smokace Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you already requested a payout of your winnings? Was any payout processed yet?
• Did you achieve your current balance with the help of a bonus?
• Were any of your payout requests canceled?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Hello

I can’t request any payout because my monthly limit is 3000€ and I allready reached it.

No, I didn’t used any bonus, It was a normal deposit and only my own money, I don’t like this bonus since they prive us with the winnings.

I allready sent you more screenshots by email.

And please address this, here you guys announce that the limits in this casino are 3k daily and 20k monthly and that’s not true, I’ve sent you screenshot that um vip lvl 2 and I have less than that, how is this possible? It’s not fair for me and I only see that as a way so they don’t want to pay it out.

Thank you

Hello, I’m still waiting for a response and I want to update that the casino said they see that I don’t need bigger withdraw limits and that will take 3 months to withdraw 7000€.

Reminder that I’m vip lvl2 and that I deposit big amounts, please help me to get this payed

as soon as possible because this is not fair to a player.

Now they found another excuse, this is outrageous, they are burning their name because of 7000€, they don’t want to pay me out and are trying to do everything so they don’t.

I never saw this happen, and this excuse it’s even worse, it’s impossible to rig a slot and the win wasn’t even that big and it was in multiples providers and they don’t even specify that.This is crazy

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Diogo00,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Smokace Casino to join the conversation.

Dear Smokace Casino,

I would appreciate it if you could clarify why the player has been assigned a relatively low withdrawal limit, despite holding a VIP level 2 status. The limits established for this player appear to be significantly lower than those typically assigned to new players or players who do not possess any VIP level, so I kindly request your explanation regarding this matter.

If there are any underlying factors influencing this situation that cannot be disclosed publicly, I would be grateful if you could communicate them to me directly, either through Teams or at michal.k@casino.guru.

Dear Michal,

Thank you for giving us the opportunity to clarify the situation. We value all our players, especially those within the VIP program, and we aim to ensure that every case is handled transparently and in line with our T&C.

The player recently achieved a significant win. In accordance with section 4.1 of our T&C, such cases may be subject to verification by the game provider to confirm the integrity of the session and the legitimacy of the winnings. This is an industry-standard procedure, carried out within the timeframe established by our rules. The player was duly informed both at the beginning of this process (2025-08-13) and once the review was completed (2025-08-18).

In addition to the provider’s review, the account is also subject to individual withdrawal limits, as permitted under section 6.16 of our T&C. These limits are set based on a number of factors, including account activity, transaction history, responsible gaming considerations, and internal risk assessments. They are not static and are subject to periodic review as the player progresses within the VIP program.

We regret any frustration these procedures may have caused and remain committed to applying our Terms and Conditions consistently to all players.

Kind regards,

Smokace Casino Team

Hello Diogo00,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Smokace Casino Team,

Thank you for your response and for your email. I recognize your position that following a substantial win, it may require verification by the game provider to ensure the integrity of the session and the authenticity of the winnings; however, the player's complaint stemmed from the unusually low withdrawal limits imposed on them. I have conveyed my perspective on the situation and what we believe to be an appropriate course of action to address this issue. I await your reply.

Dear Michal,

We have responded to your last e-mail.

Kind regards,

Smokace Casino Team

Dear Smokace Casino Team,

Thank you for your email with the additional evidence.

Dear Diogo00,

I have been made aware that rather than exercising patience and permitting us to address your situation, you chose to use the funds from your balance for additional gameplay, resulting in its depletion. Could you kindly confirm this?

Dear Diogo00,

We are extending the timer by 3 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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru