Smokace Casino - Player’s withdrawal is delayed.

I received a bonus and won 300 reais. However, I couldn't withdraw and they asked for a deposit. I deposited 120 and requested a withdrawal of 450, but it still hasn't been transferred to Ethereum. I've played at other places and it's never taken this long. If it goes through, I'll return here.

Dear PriscilaMatias, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

Hi, it was early in the morning, all the casinos deposited very quickly, but it's taking a while for ethereum and it's very fast.

Because of the complaints I'm worried because I want my money and I need you to see why it's not taking that long

• They only answer that

Thank you for your reply, PriscilaMatias. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Ok thanks

I couldn't get paid

First withdrawal went out now it's stopped

Thank you for your reply, PriscilaMatias. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? Do I understand correctly that you have received the first withdrawal?
• Do you currently have any pending withdrawals?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Dear PriscilaMatias,

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.