The player from Brazil had experienced a delay in his withdrawal from Smokace casino after winning a maxwin. He had verified his account and insisted his win was legitimate. However, the casino was waiting for confirmation from the provider to ensure there was no fraud before processing the payment. The player had been advised by us to wait at least 14 days after requesting the withdrawal before filing a complaint. However, the player did not respond to our further inquiries, leading to the rejection of the complaint.
Smokace Casino - Player's winning payout is delayed.
Amount: 6,400 R$
Smokace Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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5 months ago
Translation
I signed up at the Smokace casino and verified my account properly. I won a maxwin from the Progmatic Play provider for 10,000 and made a withdrawal of 6,400 which is still pending. I contacted customer support via email and was informed that they need to verify with the provider that it wasn't a fraudulent win even though I verified my account correctly and won honestly as any player can. However, the casino does not want to pay me.
Automatic translation:
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5 months ago
Dear thiagootattoo,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Smokace Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please specify whether your win was during a tournament, during a bonus wagering or real money play?
- Please forward any recent relevant communication to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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5 months ago
Translation
Hello everything is fine !?? I have already sent all the appropriate proof to your email!! I honestly won at the casino, I can send you the video of my win!! And another thing is that my withdrawals have been pending for more than 3 days!! The account is verified!! Before even playing at the house, I already checked to ensure there were no inconveniences or problems with my withdrawal request!!!
Automatic translation:
and I sent the video by email ok.
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5 months ago
Translation
Hello, I would like to state that I am waiting for the pending withdrawal amounts of 6,400 because I played at the house and had losses of 3,600. So I'm just waiting for what's rightfully mine, worth 6,400.
Automatic translation:
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5 months ago
Thanks for your messages.
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 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, please, let us know and we will intervene and try to help you.
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5 months ago
Translation
Hello Tomas, good evening! Happy to know that everything is going well. I will wait. Many thanks to CASINO GURU for helping me.
Automatic translation:
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5 months ago
Dear thiagootattoo,
Have you received your funds yet?
When was the last time you were in contact with casino support?
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