The player from Germany had won 3000 Euros at the casino and had completed all the procedures for withdrawal, but their withdrawal request was delayed due to a review process initiated by the game provider. The review was supposed to take between 3-14 business days. We had advised the player to wait for the review period to pass. The player later confirmed that all funds had been received, and the complaint was marked as resolved.
Smokace Casino - Player's withdrawal delayed due to game provider review.
Amount: €3,000
Smokace Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello, last Saturday I won 3000 Euros at the casino. I have completed the verification process.
I have submitted all necessary documents.
I played without a bonus and met all the wagering requirements. Today, I received a message from the casino.
Your gaming session has been sent to the game provider for review. As soon as we receive a response from the game provider regarding your gaming session and your bets, we will promptly notify you via email. The review of your withdrawal request has been postponed until the game provider has issued an official response. An additional review will be conducted in accordance with the project's rules. The financial department may delay the processing of a withdrawal request due to an additional review. The review takes 3-14 business days.
We are more than happy to assist you with any questions or concerns via live chat or by email support@smokace.com.
Please help me to receive my withdrawal 
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5 months ago
Dear Alineb1991,
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 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.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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5 months ago
Translation
Hello this is the answer from the casino.
Why is this done?
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5 months ago
Checks are done to ensure no terms and conditions were broken
Could you please specify the date of your withdrawal request and the date the casino informed you about additional checks?
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5 months ago
Translation
Withdrawal request was 12.5 and the date of the e-mail with the additional check came on 13.5
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5 months ago
I fully understand your frustration, Alineb1991. However, I will set the timer for an additional 5 days to allow the casino two full weeks to process the payment. If there’s no development by Sunday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.
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5 months ago
Translation
I find it strange that the amount cannot be paid out all at once. I asked to set a deposit limit. The casino says that they do not have this function.
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5 months ago
Were some or all of your payouts processed yet, please? Has the money reached you?
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5 months ago
Translation
All funds are there. Thank you very much
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5 months ago
Dear Alineb1991,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
