The player from Italy had requested a withdrawal 5 days prior and submitted a screenshot of the deposit card as requested but had not received any response. The withdrawal remained pending, and chat support offered unsatisfactory excuses without any resolution to the numerous complaint emails sent. The issue had been resolved after the player escalated the complaint, prompting the casino to respond and process the withdrawal. The player confirmed the resolution and decided to close the account due to the casino's previous lack of communication and perceived unwillingness to pay.
Smokace Casino - Player's withdrawal is delayed with no response.
Amount: €300
Smokace Casino
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months 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:
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2 months 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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2 months ago
Translation
The casino asked me for the umpteenth time for a photo with the card details. I replied for the umpteenth time that I do not have a physical card, but my card is only online, so I can not take a photo.
I sent him for the umpteenth time a screenshot of my online home page and a PDF with the bank statement where you can see the cardholder and the first 6 and last 4 numbers of the card.
The withdrawal is still pending.
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2 months ago
Translation
The casino keeps asking me for unlikely documents. Now they want proof of a top-up receipt from a post office. I only operate online. I have sent all the receipts I have, including the payment receipts made at their casino.
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2 months ago
Translation
Documents sent:
1) online card home screen
2) card statement
3) top-up receipt
4) top-up credit receipt
5) receipt of deposit at the casino itself
6) screen app with card data obscuring sensitive data
Sent many reminder emails, never responded.
Chat support completely useless. They made excuses about uppercase and lowercase letters in the email address.
The desire not to pay seems clear to me.
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2 months ago
Translation
The withdrawal was processed. Strangely only after opening this report did they start responding to emails.
in any case it is evident the will to find excuses, so I will close my account.
Many thanks to casinoguru.
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2 months ago
Dear Zeusss79,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
