Smokace Casino - Player's withdrawals are delayed and documentation is requested.

Good evening, I would like to report a situation that is not normal. I registered at this casino a year ago. Last year I made a withdrawal of €20 which was instant! Because everything was already verified, both my profile and my Skrill wallet, which is what I use to deposit and withdraw in all casinos. However, I made 3 or 4 deposits in a row of €20 which resulted in winnings of €900 that I have in cash. To my amazement, they only let me request a withdrawal of €500 a day, which I've never seen in any casino, and I play in several! To my amazement the withdrawals were never paid and the support contacted me by email asking me again for the documents..and bank documents.which I never used to deposit because I know that the withdrawal method is the same as deposit! Now they're asking me for something impossible! They want a screenshot of my bank's APP (which doesn't even let me take screenshots) and they want the IBAN name and full address to appear, which is completely impossible as I don't even have that in my bank! However, I sent the same proof of the IBAN and more data and an email from my bank with my address and despite all this they won't pay! Because they want something I'll never be able to give them...because there's no way I can get a capture of all that data together. And if I used Skrill to deposit, I'll also withdraw via Skrill as I've done before in this casino since I'm 100% verified.

All this to say that they don't pay!!! they only pay micro amounts and offer free spins to those who go to the forums to give them positive (fake) reviews.

Dear fbosousa69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that the casino requested you to verify a payment method you haven't even used here?
• Could you please clarify if you've provided any other documents?
• Are your withdrawal requests still pending in the casino account?

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

Best regards,

Kristina

Good afternoon. I've had a verified account for a year. Last year I made a withdrawal of €20 and it was instantaneous. I received it without any problems.

I use Skrill to deposit and withdraw.

Now with these amounts they have asked me for my bank details I don't understand why as my address and documents were already verified and I didn't use the bank for anything! and if previously with 20€ I had no problems now I shouldn't have.

Anyway, today they paid €400 and there were two withdrawals on hold, one of which I was told would be paid on the 6th and the other on the 10th! And what's more, the daily withdrawal is only €500 and it was never €500 a day that was in the withdrawal limit.

The point is that I gave them all the documents again including Skrill and the bank documents and they wanted a screenshot which was impossible for me to get.with my full address and IBAN.my bank application doesn't even let me take a screenshot and even if it did through the browser I don't have access to that information in a screenshot.since the address I ask the bank to send me by email when I need it.

Now I will have to wait 7 days to see if they will pay me.but I play in several casinos and I have never seen anything like this without any logic a casino that claims to be fast with payments and does this to the players.for me it has lost all credibility.

Thank you for your reply, fbosousa69. I am happy to hear that you received at least one withdrawal. I recommend that we wait for a few more days and monitor the situation, and we will intervene accordingly. I will leave this complaint open, so please keep me informed about any further developments.

Good afternoon.supposedly the casino is fast in withdrawals (they advertise in the casino that the withdrawals are instant) however they are not fulfilling that...because I have 500€ there again waiting for the withdrawal.now I just have to wait for the 10th. The player loses the will to play in such a casino with such a high security rating and which doesn't live up to what it says. It's doubtful! And playing at higher stakes where the winnings can be higher is not worth it because of the delay in withdrawals and the withdrawal limit.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good afternoon at the moment it has been processed.however it took days.i had 3 withdrawals that did not reach the daily amount and even so they did not pay a withdrawal per day..i had about 3 or 4 days waiting for the withdrawal.that is they pay today and the other withdrawal only in a few days. And they increased the daily withdrawal amount to 1000€, which is useless because I can't make withdrawals every day.and besides, the casino allows very fast withdrawals..which doesn't correspond to reality.

Could you please advise if you currently have any remaining balance or pending withdrawals in your casino account?

Not at the moment... I've canceled a few due to the waiting time they gave me from withdrawal to withdrawal.

Did you lose the funds from the canceled withdrawal requests? How much money did you successfully withdraw, and how much did you lose?

Dear fbosousa69,

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 don't know how much I've lost.... I've managed to make the withdrawals as I said above, so now everything is sorted out. What I don't think is right is that I can withdraw 1000€ "daily" and I can't make more than one withdrawal in a row, even if it doesn't total 1000€ I have to wait days for a withdrawal to be approved...for now I can't say any more as I've only been making deposits and not withdrawals.

You can close this post for now.

Thank you

Alright. I will now close this complaint as per your request. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.