Smokace Casino - Player claims that payment has been delayed.

Hi there , on March 9 I won close to $6000, but of course I gambled away two of it. I ended up with drawing $3800 on the same day., I am all verified, then I got an email saying they had to wait for game provider check. Received an email on Sunday saying everything’s all clear but they would ask me if I could do $500 in small withdrawals but I can only do three at a time, so on the 18th of March I received $500 and nothing cents and all my little $500 pendings are still pending. I have reached out to their finance department, their live chat, and all I get is a copy and paste.! at this rate, I’m not gonna get my full winnings for over a month.. I seem to be getting nowhere

Dear Trixi15,

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

Thank you ! I’m very new to online casino gambling and don’t do it quite often but I always check your site to make sure I am depositing to the right casino based on your recommendations. I understand that it can take 12 to 14 days but I’ve done everything correct and I’m well under the withdrawal limits that they have set for Canadian players but they have asked me to go even lower and I’m still waiting

My concern is why is smoke ace asking me to make my withdrawals 500 when their limit for Canadian players daily is 3000?

Dear Trixi15,

Have you received your withdrawal from the casino yet?

Hi ! No . I have received. 1000, out of my 3800 , 500 on Tuesday , and 500 on Thursday ! Their rules clearly state that a Canadian player can take up to $1300 at a time yet I was asked to do 500. My friend who also won 2300 the same day from the same site, has already received her money in full.

I’m really sure what’s going on, I have asked three times in email why I’m asked to do $500 increments. I’m getting nothing.🙁

Today I reached out again this will be day 15, to their live support chat., and they will not answer any questions as they claim they are not financial.. all my withdrawals were cancelled I withdrew again but now I didn’t listen to their $500 limit and I did $1300 and 1000 and 500 to wake up to to have them all back in my account. I have tried several times to reach out to the support they won’t give me a reason why I have to have small withdrawals , I think it’s because I just kept annoying them and saying hey, what’s going on , because I honestly didn’t understand as I’m super new in this world! And I really think they’re doing it on purpose now., because they can which is kind of sad

Still have only received 1500 out of 3800 .. since march 9th all 500 hundred withdrawals spread out over the last 2 weeks. When I asked why I’ve been asked to do the smallest amount of withdrawal, they said they can change the amount at any time and they reserve that right! This is ridiculous

Thank you for your reply, Trixi15. Do you currently have any pending withdrawals? Please post a screenshot of your withdrawal history here in this thread if possible.

Did you accumulate your winnings with or without an active bonus?

Dear Trixi15,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.