The player from Portugal had experienced issues with his withdrawal requests at an online casino. After having a profitable game, he had requested three daily withdrawals totaling 65K. However, the withdrawals were cancelled due to payment issues with Revolut. The player had verified another Portuguese account, but his withdrawals remained pending. He had received no response from the casino's financial support. The player had been advised to wait for at least 14 days for the withdrawal process. The casino had established a withdrawal calendar, but the player disagreed with the schedule, stating that 3K daily withdrawals should have been allowed. The player's request for assistance had remained unresolved as he failed to respond to the team's inquiries, leading to the rejection of his complaint.
Smokace Casino - Player's withdrawals are delayed after payment method issues.
Amount: €65,000
Smokace Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Hello,
I started playing at the casino just a day ago.
I invested some money and managed to profit up to 65k, all without using any bonuses.
Immediately that day, I requested the three daily withdrawals of 1k.
Around 11 am, I noticed that my withdrawals had been canceled. The reason given was that Revolut could no longer be used to receive payments.
Alright.
First issue, the verification of another Portuguese account.
It was extremely difficult to accomplish. Finally, I received an email at 3 pm saying everything was okay and I could start making my withdrawals without any problem.
However, the daily withdrawals of 3k are still pending.
I began searching about the casino, only to find that there are numerous complaints about delayed payments even for amounts as low as 1k.
The financial support has not responded to me since.
I am extremely worried as I don't know how long I will have to wait to receive the 65k, or worse if I will receive it at all.
Dear lisboabrunokart,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Good morning
I will wait until today to find out whether the withdrawals will be approved or not.
If you have to wait 14 days to have a withdrawal approved. Do you know in how many days I can receive my 65k by withdrawing 3k?
I believe they will comply and approve the first survey today.
thanks
Good morning again
a brief update.
So I have a 1k transfer approved today. Strangely for the Revolut account they said it wasn't possible. I immediately did another 1k withdrawal.
The finance department sent an email informing that they would create an individual withdrawal calendar.
inform that the next withdrawals will only be approved when:
1k - 05/04/24
1k - 04/08/24
1k - 04/10/24
This is not correct. 3k daily should be allowed.
With this type of maneuver, it will take months to complete the payment of the 65k.
It's sad. The casino has an excellent interface. I would recommend it 100% if there were no problems with withdrawals.
I will continue to wait for the promised withdrawals to actually be approved and then make new ones.
thanks
No, this email has not been sent by us. I strongly advise against disclosing any personal information to third parties, especially sensitive data like passwords.
We never request users to provide their passwords through unsolicited emails or any other means. Your security and privacy are of utmost importance to us, and we maintain strict protocols to safeguard your information.
If you receive any further suspicious emails claiming to be from our forum or requesting sensitive information, please refrain from engaging with them and report them to us immediately. We are committed to ensuring the safety and security of our customers' accounts and information.
Thanks
I was sure not.
just wanted to confirm
Could you kindly inform me if your withdrawals have been approved? What is the status of your withdrawal requests? How many requests are now shown in your account as pending/processed?
Good
To date, only 4 withdrawals of €1000 have been approved.
However, I managed to increase my profit.
I moved up to level 3 at the casino, where it says you have the right to make larger withdrawals.
I have been in contact with the VIP agent assigned to me, trying my best to get at least 3k paid every 24 hours. But so far without any effect.
I ask you to help me with this situation, please. Because I've practically reached 100k in my account and this will take a long time.
This way of acting is not correct.
thanks
According to the casino's Terms and Conditions:
- There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:
per transaction: €1000 (or equals)
in 24 hours: €3000 (or equals)
per month: €50000 (or equals)
As mediators, we are unable to compel the casino to exceed these withdrawal limits or permit additional simultaneous withdrawal requests. If the casino adheres to its Terms and Conditions and pays you out regularly (within 14 days after processing your withdrawal request), there is nothing we can do to speed up the payment process. We recommend that the player exercise patience and await the completion of their existing withdrawal requests.
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