The player from Germany had won 15,000€ and had requested a withdrawal of 3,000€, while increasing his remaining balance to 21,000€. However, the casino did not pay out the initial 3,000€ despite the player being verified and having made previous withdrawals. The casino had mentioned an ongoing inspection with the gaming provider. The player later lost some of it due to the delay in payout. Eventually, the casino had paid out the initial 3,000€. The player had expressed dissatisfaction with the casino's player protection. confirming the payout and marking the complaint as 'resolved'.
Smokace Casino - Player's withdrawal has been delayed.
Amount: €3,000
Smokace Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
Hello, I won 15000€ last Sunday, of which I immediately requested a payout of 3000€. I then increased the remaining 12K to 18K, which is now in the account together with the pending withdrawal, totalling 21000€.
The casino hasn't paid out the initial 3000€ yet, even though I am verified and have previously made withdrawals. I'm only getting standardized reply from the support. Apparently, they need to perform an inspection with the gaming provider - whatever that means.
I'm really worried that they won't pay out and I have this feeling that the casino will just withhold the money. Therefore I am asking for support.
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7 months ago
Dear MimiMy,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- Is the withdrawal of 3000€ still pending in your account?
- Could you please explain which games you played in order to accumulate your winnings? (slots, live games, betting on sports)
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
No, despite asking several times, I was not told why the payout had not yet been processed, except that this "verification by the gaming provider" was probably in progress. But as I have seen with many people here, this is apparently often a method of keeping the winnings.
I only played slots. The outstanding withdrawal of €3000 (3x €1000) is in the "pending" status - since Sunday. An additional €18000 can still be withdrawn from the account, but I can only pay this out step by step once the first €3000 has been processed.
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7 months ago
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Quick update, out of desperation I kept playing (which the casino probably hopes will make you lose) and increased my winnings to 40k. That means I now have a total of 43 thousand euros outstanding. I'm really curious to see if I'll ever see any of that in my account.
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6 months ago
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Hello, unfortunately I have since played the amount back down. However, I left the 3x 1000 withdrawals as they were. A withdrawal of 1000€ has now actually been processed, but the other two still haven't, even though I submitted the requests at the same time.
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6 months ago
Could you please share a screenshot of the withdrawal request as it appears in your transaction history?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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6 months ago
Dear MimiMy,
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.
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6 months ago
Translation
Hello,
The 3K has now been paid out. Thank you very much.
Unfortunately, I lost the rest of it because of the long wait. This casino offers absolutely no player protection.
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6 months ago
Dear MimiMy,
I understand your point of view.
I'm glad to hear that you were able to withdraw the remainder of your winnings. 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
