The player from Portugal had made a deposit of 60 euros and won 270 euros but had their withdrawal request rejected due to a new verification requirement, despite having already completed verification when creating their account at Smokace. After going through the verification process again and submitting a second withdrawal request, the funds remained pending, and the player expressed frustration with the customer service responses. The player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint.
Smokace Casino - Player's withdrawal is delayed.
Amount: €270
Smokace Casino
Safety Index:Very highSafety Index
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9.3
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I don't even know where to begin... So yesterday, on January 8, 2025, I made a deposit of 60 euros, and I managed to win 270 euros. I requested a withdrawal, and everything seemed fine initially. However, 7 hours after I made the withdrawal request, which was still pending, it was rejected. I checked my email for more details and found out that my account needed to be verified again, even though I had already fully verified it when I created my account on Smokace. I received an email and went through the verification process again; I've attached evidence of this here. Yet, even after making another withdrawal request for the 270 euros via bank transfer at 11:00, it is still pending. When will I actually receive my money? This isn't the first complaint of this nature I've seen about this casino, and I just don't understand it... Not to mention their live chat feels like talking to an AI bot, with automated responses, whether it's the Brazilian department or the English department—I just don't get it. I am attaching the documents and hope the situation gets resolved as quickly as possible! It's 270 euros, after all.
Automatic translation:
Public
Public
3 months ago
Dear MaskOnPT,
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.
- Have you made any successful withdrawals before?
- Do I understand correctly that the documents you sent have been approved?
Thank you in advance for your reply.
Best regards,
Kristina
