The player from Brazil had deposited funds using Pix Brasil and made a profit, but could not withdraw, as the method was disabled for withdrawals. He had reached out to the finance department for assistance but had not received a response. The issue was resolved when he confirmed receiving his winnings, and the complaint was marked as resolved.
Smokace Casino - Player's withdrawal method is disabled.
Resolved
Our verdict
Case closed
Amount: 1,040 R$
Smokace Casino
Safety Index:Very highCase summary
Discussion
Public
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8 months ago
Translation
I deposited via Pix Brasil, I made a profit but when I went to withdraw Pix Brasil was disabled for withdrawal, I sent an email to the finance department to explain which method I can withdraw but so far I haven't heard back.
Automatic translation:
Public
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8 months ago
Dear ericleo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.
- Have you made any successful withdrawals via this payment method before?
- Is there any alternative withdrawal method you could use?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Public
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8 months ago
Translation
Hi Kristina.
So it doesn't necessarily have to be the casino's fault.
Answer: So it's my fault?
Have you ever made a successful withdrawal via this payment method before?
Answer: Yes, I have withdrawn using the Pix Brasil method.
Is there an alternative withdrawal method you could use?
Answer: Yes, I made the withdrawal in Bitcoin and it is pending, but the attendant told me that I would have to deposit in Bitcoin to link it, but I didn't make the deposit, because if they don't have the same withdrawal method that I deposited they would have to accept the other method without me making another deposit.
We hope we can help you solve this problem as soon as possible. Thank you in advance for your reply.
Answer: You always do.
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Public
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8 months ago
Translation
Hi Kristina I have received my winnings, please can you mark the complaint as resolved thank you.
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8 months ago
Dear ericleo,
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,
Kristina
Casino.Guru
