Smokace Casino - Player's deposit is missing from his casino account.

After depositing 3000 € over a few days all through Visa, it turns out that I deposited 250 € this morning using the same card and the money is not showing up in the casino. After waiting half an hour in the chat for an agent to respond, it turns out they can't resolve anything. I've sent screenshots to chat and support because they asked for it, but the money still hasn't appeared, yet it has been deducted from my bank account. I asked them to please deposit it into the casino account, but they said no. It's better not to play at this casino because the customer service is absolutely terrible.

Dear canaberto, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

I also wanted to say that they did not comply with the terms and conditions because when I registered they told me that the withdrawals were 24 hours and I had a withdrawal of €1000 from Thursday, August 18 and they should have paid me either on Friday or Monday and On Tuesday the 22nd they sent me an email saying that they would not pay me until Wednesday the 23rd. I also had another €900 and they transferred it to the casino account because they say that the last deposit of €70 was with Mifinity and I had to having requested it by that method when I had already deposited around €3000 for Visa.

By this I mean that this casino, despite the good rating that Guru gives it, is not formal in any sense because they look for excuses to withhold payments and this can be demonstrated.

I will never play at this casino or any of the group.

Dear canaberto, have you contacted your payment provider about the lost deposit?

Regarding the withdrawals, 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 the casino, and wait at least 14 days after requesting their withdrawals for the money to appear in their bank account. 

The money deposited does not appear anywhere. My bank has been checking for 1 month now but they say that the €250 is in Kycoin, which is the payment gateway of the Smokace casino, so I have lost that money without having played.

I will never play in this casino or in the group's casinos, which are many.

When was the last time you communicated with the casino about the issue with the deposit?

Please forward your deposit receipt along with any relevant documentation as well as communication with your bank to veronika.l@casino.guru. Thank you.

The last time was August 30, I also told them that they will close my account because they have kept my €250 after losing around €2000 playing.

The money still does not appear and according to my bank they paid the 250 to Kycoin

It seems that Guru does not want to help me and I will lose the €250 that Smokace casino claims not to have received.

My bank told me today that the money was credited to Kycoin, which is the casino processor, and that they need a credit note from Kycoin or an acknowledgment that the money is going to be refunded, but I can't contact Kycoin because they can't even It appears on Google and the casino doesn't want to know anything and doesn't even answer.

I know it is little money but I consider myself scammed by the Smokace casino, which was the one I deposited the €250 with.

The bank asks me for a credit note from the casino's payment processor.

The processor is called Kycoin.

Either a commitment that those €250 will be refunded or have already been refunded and so the bank would credit them to my account, but the casino does not answer my emails.

It is clear that they have kept my €250 without having played it.

I ask Guru to contact this casino because I have been waiting for more than 1 month and I see that they are not helping me get my money back

Please forward the deposit receipt as well as your bank statement for the month of August to veronika.l@casino.guru. Thank you.

Hi Veronica: I'm sending you what you asked for right now to your email, and I'm also sending you the Smokace emails for the month of August. You will see that they say that they send the refund because it has not reached the Bank and the bank says that they need a credit note or commitment that they are going to send that refund of €250. I also sent you a bank statement from August 28, which was when I deposited the €250.

Greetings and thank you

Thank you for your emails. From the messages you received from customer support, it seems that your deposit should have been returned to your bank account/payment system. Please send me the statement for the month of September to check it.

Hello again: I sent you a statement from September to your email, there is no payment of €250 from either Smokace or Kycoin.

I hope that these extracts that I am sending you are not seen anywhere.

You can see that I have not made any more deposits in Smokace (Kycoin) because I no longer trust this casino and I also lost a lot in a few days and they do not even have the consideration to pay me my €250 which until now I consider to be stolen.

Thank you very much, canaberto, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Tomas,

We have reviewed the player's complaint in detail and are ready to provide the data.

Please provide us with an email address where we can send evidence that the player has not completed a payment in the amount of 250EUR.

Best regards.

Smokace Casino Risk Department.

Dear Smokace Casino,

Please forward any relevant evidence to my email address: tomas.k@casino.guru

Let me know once you do so. Thank you.

Kind regards,

Tomas

I have already sent a statement of my bank account to Verónica where the charge of €250 is and there is no credit or refund.

I just sent the receipt to your email and Verónica has the extract.

Dear Tomas,

We have sent the data confirming that the player's deposits were not successful to the email address you provided : tomas.k@casino.guru

Best regards.

Smokace Casino Risk Department.

Well, let's see where the money is.

I paid Kycoin €250 and this is confirmed by my bank and the bank statement.

So it would have to be the casino who asks its processor where the money is.

If I don't have it and neither does the casino, where is the money?

Dear canaberto, 

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint. The casino did not receive the disputed amount from you, and the only solution we can recommend is to contact your bank and ask them for the reason why they wrote off the specified funds from your account and did not return them.

Sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Smokace Casino, for providing the information and your cooperation.

Best regards,

Tomas