Smokace Casino - Player claims that payment has been delayed.

I submitted my withdrawal requests (€1000 & €400) midday on the 17th of Feb 2024 and heard nothing from the casino until today even though when I initially joined I was told withdrawals can take up to 24hrs. I have never withdrawn from this casino yet as, since I joined, I had never won anything and lost my first 15 deposits.

My account is fully verified including my deposit and withdrawal method.

Today I received an email that informed me that my withdrawal had been postponed because;

"Your game session has been sent to the game provider for check. As soon as we receive a response from the game provider regarding your game session and bets, we will immediately notify you by email.

The review of your withdrawal request has been postponed until the game provider provides an official response."

This seems to be a standard delaying tactic by this casino as I have read reviews and complaints of exactly the dame happening to others... and ofc there was never (and will never be) any gaming session review on every single occasion previously that i lost all my deposit money.

After responding to the casino that I would open a complaint on Casino Guru I received the following response;

"Please do not worry, this is standard procedure. Your game session check is not complete at this time. As soon as we receive a response from the provider, you will be notified by email."

I wonder if any proof can be provided that anything was actually sent to any gaming provider??

Dear ukedem,

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

This complaint can be marked as resolved.

I have been assured that the gaming session review was a one time thing and wont happen again

and both of my withdrawals have now been completed.

Thank you for your time!

Dear ukedem,

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,

Kristina

Casino.Guru