The player from Germany successfully deposited 100.00 EUR on December 29, 2024, but the amount was not credited to his casino account despite being deducted. After making a second successful deposit, he found the first deposit still marked as "pending." The issue was resolved when the player communicated that he had been able to resolve the matter with the casino and withdrew his complaint. The Complaints Team marked the complaint as 'resolved' in their system.
Smokace Casino - Player’s deposit is still pending.
Amount: €100
Smokace Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.3
Smokace Casino has a Safety Index of 9.3, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Hello,
On December 29, 2024, I made a deposit of 100.00 EUR at this casino using my VISA card. The amount was deducted from my account, but it wasn't credited to my player account. I contacted support and was informed that the deposit didn't go through. I then made another deposit of 100.00 EUR, and this time it worked. The first deposit of 100.00 EUR is still marked as "pending" but has already been debited from my account. I kindly ask for your assistance.
Automatic translation:
Public
Public
1 month ago
Dear Denis2025,
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
Public
Public
1 month ago
Translation
Hello Veronika,
My bank confirmed to me today by email that the money had been transferred to the casino. A refund can only be made by the casino.
LG
Automatic translation:
Public
Public
1 month ago
Thank you for your reply.
To proceed with your case, could you please forward me the following documents?
- deposit receipt
- screenshot of your transaction history in your casino account
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.
Public
Public
1 month ago
Dear Denis2025,
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.
Public
Public
1 month ago
Translation
Hello Veronika, I have now been able to resolve the matter with the casino. I am withdrawing the complaint.
Thank you very much for your help.
LG
Automatic translation:
Public
Public
1 month ago
Dear Denis2025,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
