Smokace Casino - Player's withdrawal is delayed.

I made a withdrawal request on January 21, 2024! The casino is not responding to me, and the money has not been received.

Dear nikoaropelto,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly you lost access to your account?
• Could you please confirm that you have passed the KYC verification?

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

Hey! My casino account is not blocked! It had to be put in so that I could move forward in the appeal. KYC verification is passed.

Thanks for your reply.

When was the last time you were in contact with casino support?

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.

If there are any emails the casino didn't respond to, please forward the most recent ones to me as well.

I've asked the chat about the situation a few times, but I've been told to just wait! I don't have any chat history saved. These e-mails have not been answered and there has been no information about the review by the risk department.

I don't get any other response in the chat

Could you please specify which games you played to accumulate your winnings? (which slots, which live games, betting on sports)

Big Bad Wolf Christmas Special, Mighty Arthur, Toki Time, Genies Touch

Thank you very much, nikoaropelto, for providing the necessary information. 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, nikoaropelto!

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!

Dear nikoaropelto,

We inform you that your account is being checked by the risk department of our casino

2024-03-07 10:16:01 UTC +0 An email was sent to you from our financial department to the email address that is linked to your casino account.

Please follow the instructions provided in the email to expedite the processing of your withdrawal requests.

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

Sincerely,

Risk department of Smokace Casino.

Dear nikoaropelto,

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.

Withdrawals are on the way!

nikoaropelto, has there been any progress on your withdrawals?

Yes, there is not much left for repatriation. Until now, they have entered the account normally.

I will set the timer for two more weeks. Please, let us know when you will receive the rest.

nikoaropelto, has there been any more progress?

Dear nikoaropelto,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.