Smokace Casino - Player's withdrawal is delayed.

Withdrawal stuck for over a month

Dear tpylkkanen,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• 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?
• Was your account successfully verified?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The withdrawal is still pending, They announced that there is a surplus, The account has been confirmed, with the Bonus

Correction, this win without bonus

Hi tpylkkanen,

• Please send confirmation of the successful verification of your account to petronela.k@casino.guru.

Thank you.

Screenshot sent by e-mail

Thank you very much, tpylkkanen, for providing all the necessary information. I will now transfer your complaint to my colleague Katarína (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear tpylkkanen, 

My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite Smokace Casino representative to join this conversation. 

Dear Smokace Casino, could you please provide more information about this case? 

Looking forward to your reply, 

Katarina

Dear tpylkkanen,

We inform you that your account is under review by our casino's risk department.

You will receive a notification via email linked to your casino account as soon as your account is checked by the Risk Department.

We inform you that all actions in relation to your account have been and will be carried out strictly in accordance with the current rules of our casino, which you agreed to when registering your account.

Thank you for your understanding.

Sincerely,

Smokace Casino Risk Department.

Thats total bullshit. It has taken almost TWO MONTHS NOW!!!

Dear Smokace Casino , 

Would you please share with us on how long is this player going to be reviewed by your casino’s risk department? 

Dear tpylkkanen,

We inform you that the additional check of your account by the risk department has been completed and your withdrawal requests have begun to be processed by the financial department of the casino.

2024-03-11 07:50:09 UTC +0 You have been notified that your payment has been successfully made in the amount of 200 EUR.

We ask you to confirm that you have received your payment.

You have also submitted another request for withdrawal of funds in the amount of 50 EUR.

These withdrawal requests are processed on an individual schedule, by the rules:

9.2. The finance department has the right to determine its own payment and withdrawal terms, as well as the maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.

You can also always request a customized payment schedule by contacting kyc@smokace.com.

All actions regarding your account are carried out strictly within the framework of the rules of our project.

Sincerely,

Smokace Casino Risk Department.

Thank you for the fast response, Smokace Casino. 

tpylkkanen, could you please advise if you have received the payment?

Dear tpylkkanen,

We inform you that your second withdrawal request in the amount of 50 euros was processed by the financial department of the casino, of which you were notified by email 2024-03-14 07:00:10 UTC+0.

We ask you to confirm receipt of payments.

We also inform you that your account was closed by decision of the administration without the right to reopen, of which you were notified by email 2024-03-14 07:08:09 UTC+0, in accordance with clause 14.5 of the casino rules:

- Smokace, in turn, reserves the right to close your account at any time, terminate the Terms of Use and send you written notice of this using the contact information in your account.

The casino is not responsible for opening a new account or for any losses you may incur after opening a new account. We reserve the right to terminate an account created in violation of these rules at any time.

This decision is final and cannot be changed.

All actions regarding your account are carried out strictly within the framework of the rules of our project.

Sincerely,

Smokace Casino Risk Department.

Thank you for the fast response, Smokace Casino. 

tpylkkanen, could you please advise if you have received both payments?

Dear tpylkkanen,

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.

All money received

Thank you, tpylkkanen, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.