The player from Germany had initiated several withdrawals the previous week amounting to €2500, which he had not received yet. Despite the casino's guidelines stating a processing window of 24-48 hours, the player had not received any resolution or communication from support. The player's account balance was €8200, in addition to the pending withdrawal. The player had confirmed that he had successfully completed the KYC process prior to the payout. We had advised the player to wait for at least 14 days after requesting the withdrawal before submitting a complaint. However, the player did not respond to further communication, leading to the rejection of the complaint.
Smokace Casino - Player’s withdrawal is delayed.
Amount: €2,500
Smokace Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
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1 year ago
Translation
Hello, I requested several withdrawals last week amounting to €900/€900 and €700. The guidelines state that processing can take between 24 and 48 hours. In the meantime, I have contacted support and was told my request is being reviewed and that I would receive an email. The stated processing time has passed and I haven't received any further responses. I won a substantial amount on either Saturday or Sunday, and my account balance is now €8200 plus the withdrawal still being processed. Please help me access my winnings.
Automatic translation:
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1 year ago
Dear mecklenbrauck80,
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,
Veronika
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1 year ago
Translation
Okay, so I successfully passed the KYC long before the payout and all documents were successfully submitted. Well then I'll wait until I have no other choice.
Automatic translation:
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1 year ago
Dear mecklenbrauck80, have you received your winnings yet? Please keep us updated.
