The player from Brazil was unable to withdraw his winnings of 530 due to a blocked field for entering his CPF number on the Smokace Casino website. Despite reaching out to support for assistance, he did not receive a resolution and needed the field unblocked to proceed with his withdrawal. The Complaints Team attempted to gather more information from him, but due to a lack of response, the complaint was rejected.
Smokace Casino - Player is unable to submit a withdrawal request due to an error with CPF.
Amount: 530 R$
Smokace Casino
Safety Index:Very highSafety Index
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9.3
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
Hello I am making a complaint about this Casino, I made a deposit with bonus included, I finished the rollover So far so good, when I made my withdrawal of 530 I could not because the field where we put our CPF number which is the Pix key is closed, I can not type because the Smokace Casino website blocked the field. I contacted support but they didn't resolve it and asked me to send an e-mail to . I need them to unblock the field so that I can enter my CPF number to continue with my rightful withdrawal. Thank you if you can help me.
My player ID at Casino Smokace: PLAYER974655
Automatic translation:
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1 month ago
Dear jucinaldoo,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to better understand your situation:
- Have you tried clearing your cookies, cache, and browser history before attempting to access your casino profile again?
- Did you try using a different web browser to see if you’re able to enter your CPF number?
- When exactly did you contact customer support regarding the issue with your CPF?
- Have you made any successful withdrawals from this casino in the past?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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1 month ago
Translation
Hello, yes, I've tried several times and all to no avail! I've already made a withdrawal from this Casino before, it went into my bank account all right. But now they don't want to release my withdrawal, they've made up various stories. I need them to resolve this. Thank you!
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1 month ago
Thank you for your response. To better understand the situation, could you please confirm if you used the same payment method for your previous successful withdrawal? Additionally, were you able to submit your CPF number at that time?
It would also be very helpful if you could forward me the communication between you and the casino regarding the issue with entering the CPF number. You can either send the emails to my address at veronika.f@casino.guru or post the screenshots here.
Thank you in advance for your cooperation, and I look forward to your reply.
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1 month ago
Translation
Hello, my deposit was made via PIX and before making the deposit I contacted support and asked if my ID could make deposits and withdrawals without any problem? The support said yes I could play without any restrictions. I played the slots as normal, but when I went to request a withdrawal, this problem arose, I contacted support again, and that's when the problem arose, as support says you can't make withdrawals with the same payment method. In short, the support is trained to do this, to make it difficult, until the player gives up on the withdrawal and loses their money. I DON'T RECOMMEND THIS CASINO. They should close down this company that only robs the player.
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1 month ago
Am I right in understanding that you lost the money you wanted to withdraw while playing? What is the current balance in your account? Please let me know.
