The player from Finland had had a pending withdrawal request from Smokace Casino since January 11, 2024, despite his account having been verified since December 3, 2023. He had played using his own money, not a bonus. The complaints team had invited the casino's representatives to address the issue, but had received no response despite multiple attempts. Consequently, the complaint was marked as 'unresolved', which could have potentially affected the casino's rating negatively. The player had been advised to contact the Curaçao Antillephone N.V. Gaming Authority for further help. Later, the casino had reopened the complaint, stating that the player's account was under review and confirmed that all funds had been paid to the player on March 7, 2024. The player had confirmed receipt of payment, leading to the complaint being marked as 'resolved'.
Smokace Casino - Player’s withdrawal is delayed.
Amount: €33
Smokace Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I made a withdrawal request on January 11, 2024, but the funds still have not arrived
Hello torikkajukka99,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Smokace Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
My account has already been confirmed on 3 December 2023. I played with my own money without a bonus. I don't remember when I talked to them.
Thank you torikkajukka99 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Dear torikkajukka99,
This is Dominika and from now on, I will be taking care of your complaint. I would like to invite Smokace Casino's representatives to join this discussion in order to resolve the issue.
Dear Smokace Casino, could you please state the reason why the player's withdrawals have not yet been paid out and when can he expect the payment?
Thank you in advance for providing the information.
Kind regards,
Dominika
Casino.Guru
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. Gaming Authority (info@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Dominika
Casino.Guru
Dear torikkajukka99, we have received a reopen request from the casino. Please find the details below.
"Dear Dominika,
We apologize for the long response.
The player's account torikkajukka99 was under review by the casino's risk department, of which the player was notified.
2024-03-07 the verification was successfully completed and all funds were paid to the player.
Dear torikkajukka99,
We inform you that all your withdrawal requests have been successfully completed by our Financial Department.
2024-03-07 09:45:07 UTC +0 You have been notified that your payment has been successfully made in the amount of 33 EUR.
Please confirm in this complaint that you have successfully received all of your funds.
Sincerely,
Risk department of Smokace Casino."
Could you please confirm once you have received the payment?
Dear torikkajukka99,
I'm glad to hear that your issue has been resolved successfully. 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,
Dominika
Casino.Guru
