Smokace Casino - Player's withdrawal has been delayed.

I deposited 30 euros to Smokacelle on 11/01/2024 and made a withdrawal of 43 euros.

This situation did not include any bonuses or free games. They still haven't made the payment and I haven't received any explanation as to why?

Dear jmlgamebox, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Was it on January 11? Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

Yes, the withdrawal request was on 11.1. In the past, I have made successful withdrawals from that casino.

Thank you for your reply, jmlgamebox. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

There is a history of repatriation from December to January. I have used the same withdrawal method. About a week has already passed.

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I sent an email there, but it was not answered.

Thank you very much, jmlgamebox, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, jmlgamebox!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Now I received a payment from the casino to my account and immediately after that a message that my account has been closed.

Dear jmlgamebox,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team