The player from Hamburg has requested a withdrawal less than two weeks prior to submitting this complaint. The player later informed us that he received his winnings and the complaint could be closed as resolved.
Smokace Casino - Player believes that their withdrawal has been delayed.
Amount: €1,500
Smokace Casino
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hi
I have a massive problem with this casino.
I haven't received a reply to date.
I got this email on the 31st
We would like to inform you that in order to process your withdrawal request quickly and efficiently, please could you send us the following documents:
- A screenshot of the balance of your EcoPayz account that was used for the deposit (including the account number, page with personal details, and email).
- Your bank statement with the following information on it:
Account number / IBAN (International Bank Account Number)
Bank ID / BIC (Bank Identifier Code)
Detailed recipient's address (postcode, street, city, country)
Also, could you please write out your bank details (IBAN, BIC, recipient's detailed address)
We assure you that all your personal and payment information is managed by our reliable data protection system. Please send all the above-mentioned documents to kyc@smokace.com and remember to include your username in the subject line.
We're here to help with any questions via live chat or email at kyc@smokace.com.
1: I have NEVER used EcoPayz and it is now banned in Germany. I have no idea how they came up with 'Eco'.
2: I have sent proof from the bank.
Since then, there has been complete silence and nothing has happened in 3 days.
Automatic translation:
Public
Public
1 year ago
Dear nix1,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
1 year ago
Dear nix1,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
