The player from Italy requested a withdrawal 5 days ago and submitted a screenshot of the deposit card as requested but has not received any response. The withdrawal remains pending, and chat support offers unsatisfactory excuses without any resolution to the numerous complaint emails sent.
Smokace Casino - Player's withdrawal is delayed with no response.
Amount: €300
Smokace Casino
Safety Index:HighSafety Index
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8.5
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Case opened
Current status
Waiting for Casino Guru to reply
5d 14h 10m 52s
Case summary
19 hours ago
Public
Public
2 days ago
Translation
I requested a withdrawal 5 days ago. I was asked for a screenshot of the card used for the deposit. I sent the documentation, but I haven't received any response, and the withdrawal is still pending.
Chat support provides ridiculous excuses.
I have sent several complaint emails, but they have never replied.
Automatic translation:
Public
Public
2 days ago
Dear Zeusss79,
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.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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