Smokace Casino - Player's withdrawal requests have been cancelled.

I won 15k after depositing a very healthy amount into the casino. Did the automatic verification, then got the run around and had to do email verification. Finally did that and got approved. I asked about the withdrawal within 24 hrs as advertised and chat told me that it's actually 24 working hours, which means 3 days total.

Their terms state you are allowed $3000 Euro withdrawal in 24 hrs, and $1000 Euro a day. I withdraw 3 times $1000 and after a couple days delays and emails, I got the first withdrawal. The other 2 were canceled. I emailed the financial department as chat never can help with anything and says to just email financial department. I never got emails back from the financial department and had to ask chat what was happening and gave a back up email. This still hasn't been resolved, every email I have to ask chat to send the transcript. I am still however receiving promotional email.

Most recently I was told I was on a schedule to receive my $1300 per day, with the 2nd one coming today, but my account shows canceled on that withdrawal. I asked chat and this is the answer they gave.

Sara

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Sara

07:14

Name: : Lucas

E-mail: : lucas_z***@yahoo.com

Department: : 1) English Department

Welcome to SmokAce!

Please clarify how we can help you?

Due to heavy workload, it may take a few minutes for a LiveChat agent to respond.

We apologize for the possible inconvenience caused.

07:14

Hello, dear player. My name is Sara.

Tell me, please, how can I help you?

07:14

07:15

I've only had one withdrawal go through, I am supposed to be able to withdraw $3000 a day, the last withdrawal was canceled

07:15

I emailed the finance team twice and have not received an answer back

Please wait a couple of minutes, I will check the information.

07:16

The Finance Department reserves the right to make payments according to an individual schedule and set the maximum and minimum withdrawal amount for each withdrawal procedure, as well as the time required for this procedure, which may vary depending on the withdrawal method, account status and other possible factors affecting the process of withdrawing funds.

If you have already sent a request to the financial department, then please wait for a response. All requests are considered one by one.

And then added the withdrawal schedule of one per day. Which the first has been canceled.

Why is it whenever you win, all you get is the runaround on withdrawals? All of their terms seem like suggestions and they will do withdrawals when they feel like it. I've also asked several times to fix the non response to email and it hasn't been resolved. I'm a frequent player and bet healthy amounts, I just want a casino that can issue withdrawals quickly. Does that exist anymore?

Please help, as I am receiving a snails pace of information from the casino and have been sitting at now 3 days since my first withdrawal has gone through and according to their schedule that said first withdrawal was to be today the 31st, shows as canceled.

The only answer I keep receiving from chat is this.

The casino reserves the right to make payments in accordance with an individual schedule.

Please help, communication had been abysmal on the reasoning as well.

Hello Playercan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Smokeace Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please keep in mind that it is always recommended to wait at least 14 days for a withdrawal and if it's been less, there is nothing we can do.

Looking forward to your answer.

Regards,

Nick

My account has been fully verified as of Jan 29th. I did get one more withdrawal today. It was on non bonus money.

I keep emailing the casino bit the responses are the ,"your funds will come, do not worry"

I guess at this point they are sticking to their guns on "we reserve the right to delay withdrawals to a schedule" and I'll get one withdrawal a day. I don't understand why they have a $3000 Euro daily limit then, and I also don't understand how they advertise 24 hr withdrawal when in reality they mean, "24 working hours." That wasn't y assumption when I played there.

Hello Playercan,

Many casinos have withdrawal limits based on the player's account status for example but as long as you are still receiving the withdrawals from them, there isn't much we can do. As I stated above, we recommend to wait at least 14 days for a payout to be processed. Can you please advise how much more is still pending?

Dear Playercan,

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.