Smokace Casino Review

The player from Germany had used a Summer Bonus, fulfilled its requirements, and had a balance of 1200 Euros. Upon attempting to withdraw 1000 Euros, the withdrawal was canceled, and their balance was reduced to 375 Euros despite the email indicating no max cashout. After reviewing the situation, it was determined that the player's full winnings should be credited back due to the misleading advertisement. Consequently, 825.52 Euros was credited back to the player's account, and the player confirmed the successful payout. The complaint was marked as resolved.

The player from Portugal sought to understand why her casino account had been closed despite her compliance with all rules. Her attempts to get clarification via live chat and email were unsuccessful. We determined that since the player had no real money balance left in the account, the casino was within its rights to close the account without providing a reason. The complaint was therefore rejected.

The player from Brazil had a verified account and had sent multiple bank statements but faced difficulties withdrawing due to repeated requests for additional documents. We explained the importance of the KYC process and asked for the specifics of the documents submitted. After the player provided the necessary information, the issue was resolved, and the player successfully received his withdrawal. The complaint was then marked as resolved.

The player from Germany had received an email from Smokace offering 50 free spins on Big Bass Bonanza, but when he inquired via chat, the casino stated that such offers did not exist and instead offered other bonuses. The player forwarded the promotional email and chat history to us. The casino credited the 50 free spins to the player's account and sent a notification. The issue was resolved, and the player confirmed receiving the spins.

The player from Germany had won 3000 Euros at the casino and had completed all the procedures for withdrawal, but their withdrawal request was delayed due to a review process initiated by the game provider. The review was supposed to take between 3-14 business days. We had advised the player to wait for the review period to pass. The player later confirmed that all funds had been received, and the complaint was marked as resolved.

The player from Japan had his account unexpectedly blocked and did not receive a satisfactory explanation from the casino. He wasn't holding any money in the account at the time of closure. The player denied having a gambling addiction and maintained that his gambling activities had never affected his life. He was confused about the account closure, as he had no balance at the time. We had informed the player that the casino had the right to close accounts as per their Terms and Conditions and suggested that he sought professional help if gambling became a burden. The complaint was closed due to the casino's actions being in line with its Terms and Conditions.

The player from Italy had been informed by the casino that 495454.98 EUR had been deducted from their balance due to a term in the bonus agreement that restricted the maximum withdrawal from no-deposit bonuses. The player had made multiple withdrawal requests, which the casino had failed to process within 24 hours as stated in their own terms. The player's account had been verified and they claimed that they had not received any notification about the bonus terms. The player also mentioned the use of tokens, which were converted into a casino balance. The casino, however, provided evidence that the player had been informed about the bonus terms and that the tokens used were invalid. We concluded that the casino had acted in line with its terms and conditions and the player's complaint was deemed unjustified.

The player from Germany had won 15,000€ and had requested a withdrawal of 3,000€, while increasing his remaining balance to 21,000€. However, the casino did not pay out the initial 3,000€ despite the player being verified and having made previous withdrawals. The casino had mentioned an ongoing inspection with the gaming provider. The player later lost some of it due to the delay in payout. Eventually, the casino had paid out the initial 3,000€. The player had expressed dissatisfaction with the casino's player protection. confirming the payout and marking the complaint as 'resolved'.

The player from Portugal had been trying to verify her account for over two weeks. Despite having made repeated contact and sent multiple emails to the financial department, her account remained under review, which prevented her from making a withdrawal. The player claimed she had submitted all requested documents, but failed to provide further information when asked by the complaints team. As a result, we couldn't proceed with the investigation and had to reject the complaint due to lack of response from the player.

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.

The player from Saskatchewan had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn't been processed yet. She had been asked to limit her withdrawals to $500, despite the casino's stated limit of $3000 for Canadian players. She had received $1500 of her $3800 winnings in $500 increments. The player's friend, who had won on the same day, received her winnings in full. The casino had failed to provide a reason for the smaller withdrawal limit. Despite our efforts to assist, the player did not respond to our queries about her pending withdrawals and whether she had won with an active bonus, leading us to reject the complaint due to lack of information.

The player from Austria had initially complained about being unable to withdraw the remaining 5000 Euros of their 8000 Euro winnings from an online casino. The player had claimed that despite multiple attempts to contact the casino, they had received no satisfactory response. The player had also accused the casino of operating without a license in Austria. However, the player later admitted to gambling away the disputed amount. After a thorough investigation, we had determined that there was not much we could do to assist the player since they were responsible for their account, active balance, and all bets. We also clarified that the player's claim for a refund based on the casino lacking a specific license was not a valid reason for us to intervene. Despite extending the complaint resolution timeline, the player failed to provide additional information, leading to the rejection of the complaint.

The player from Brazil had requested a withdrawal of R$235.00 and after three days, he had not received the withdrawal, and his account had also been banned. The player had confirmed passing the KYC verification, but he didn't receive any explanation for the ban. After he contacted the casino, it was revealed that the player's account had been closed due to a violation of the project rules, specifically using strategies while playing with an active bonus. The casino had provided evidence of this violation to us, which justified their actions. Consequently, the player's complaint had been rejected.

The player from Finland had reported an issue with a delayed withdrawal from an online casino. He had made a deposit and later requested a withdrawal, but the payment had not been processed and no explanation had been provided. The player had previously made successful withdrawals from the same casino. After the player had lodged a complaint, we had invited the casino to clarify the situation. Subsequently, the player confirmed that he had received his payment, but his casino account was closed immediately afterwards. We had marked the complaint as 'resolved' and thanked the player and the casino for their cooperation.

The player from Finland had had a pending withdrawal request from Smokace Casino since January 11, 2024, despite his account having been verified since December 3, 2023. He had played using his own money, not a bonus. The complaints team had invited the casino's representatives to address the issue, but had received no response despite multiple attempts. Consequently, the complaint was marked as 'unresolved', which could have potentially affected the casino's rating negatively. The player had been advised to contact the Curaçao Antillephone N.V. Gaming Authority for further help. Later, the casino had reopened the complaint, stating that the player's account was under review and confirmed that all funds had been paid to the player on March 7, 2024. The player had confirmed receipt of payment, leading to the complaint being marked as 'resolved'.

The player from Cyprus had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. The Complaints Team had advised the player about the usual delay in withdrawal processing, possibly due to KYC verification or high withdrawal request volume. They had urged the player to wait at least 14 days post withdrawal request before filing a complaint. The player later confirmed that the issue had been resolved and both withdrawals had been completed.

The player from Finland had made a withdrawal request in January 2024 and was yet to receive his funds. The casino had not communicated about the delay. The player had confirmed that his account was not blocked and that he had passed the KYC verification. He reported that he had contacted the casino several times, but was only told to wait. The casino later informed him that his account was being checked by their risk department. After some time, the player reported that his withdrawals were in progress and that he had received some of his funds. Despite extensions given by the complaints team, the player did not respond to further inquiries. As a result, we had to reject the complaint due to lack of response from the player.

The player from Finland had had a withdrawal pending for over a month. The player confirmed that his winnings had been accumulated without an active bonus. The casino stated that the player's account had been under review by their risk department. After further communication, the casino confirmed that the additional check had been completed and the player's withdrawal requests were being processed. It was also mentioned that the player's account had been closed by the administration without the right to reopen. The player confirmed that he had received all of his payments. Consequently, we marked the complaint as 'resolved'.

The player from Greece had been unable to make a withdrawal as the casino had requested proof of a card previously used for deposit, which had been lost and canceled six months prior. Despite having had all his other documents verified and being fully KYC verified at other casinos within the same provider, this issue had persisted. We had suggested the player to obtain an official document from his bank proving the card's ownership. The issue was later resolved after the player had communicated with the casino, and his withdrawal was processed successfully. The complaint was subsequently marked as 'resolved'.

The player from Alberta had faced withdrawal issues after winning $15K at Smokeace Casino. His account had been fully verified on Jan 29th and he had managed to receive one withdrawal but the remaining requests were cancelled. Although the casino had a $3000 Euro daily limit and advertised 24-hour withdrawals, the player was only receiving one withdrawal a day. Despite the player's continuous emails, the casino's only response had been to reassure him that his funds would come. We had attempted to assist the player, but due to his lack of response to our messages, we were unable to investigate further and had rejected the complaint.

The player from Brazil had been unable to withdraw his winnings due to the casino's requirement for a screenshot of his bank account number and Pix account details, a request his bank did not permit. Later, the player confirmed receipt of his winnings. We had marked the complaint as 'resolved' in our system.

The player from Germany had requested three withdrawals after winning €3,000, only to discover his account had been blocked under the suspicion of gambling addiction. The player refuted the claim of addiction and insisted this was a reaction to his first major win on the site. He had also mentioned a deposit issue that the casino claimed not to have received. We had requested evidence from the player to validate his claims. Eventually, the casino had contacted the player and resolved the issue. The player thanked us for our assistance in resolving the matter.

The player from Greece had been unable to withdraw his winnings of 740€ due to an ID verification issue. Despite his numerous attempts to contact the casino, he hadn't received a satisfactory response after a week. After the player lodged a complaint, we had intervened and contacted the casino to help resolve the issue. Consequently, the casino verified the player's account and he had been able to withdraw his winnings. The player had confirmed that the issue had been successfully resolved.

The player from Germany had participated in a tournament at the casino and secured fourth place in October, but had not received the winnings. The casino's Risk Department acknowledged the oversight and confirmed that the player's tournament prize had been credited to his game balance relatively shortly after we invited the casino representative to the thread. The player had confirmed the receipt of his winnings, thus resolving the complaint.

The player from Brazil had encountered difficulties when he tried to withdraw his winnings from an online casino after receiving a bonus and meeting all requirements. The casino had accepted his verification documents but kept asking for more card information. Eventually, his account was blocked and the casino stopped communicating. The player had maintained that he only had one account and provided evidence to support his claim. However, the casino insisted the player had duplicate accounts, which was against their policy. After extensive discussion and review of evidence, the Complaints Team concluded that there were too many similarities between the player's accounts. Therefore, the team was unable to advocate for the return of the player's winnings. The casino agreed to refund the player's initial deposit. The player expressed dissatisfaction with the outcome, arguing that the casino had acted in bad faith. The complaint was rejected by the Complaints Team.

The player from Portugal had won €241 after using a deposit bonus, but the casino blocked his account when he tried to withdraw his winnings. The casino claimed the player used tactics purely to gain more profit by spinning two slots simultaneously. The player argued that this practice was commonly done and did not violate any terms and conditions. After reviewing the case and communicating with the casino, we discovered that the player had indeed breached the casino's terms and conditions, specifically by delaying game rounds with an active bonus balance. As such, the casino had acted correctly within its terms and conditions, and the complaint was rejected as unjustified.

The player from Finland had deposited 25 EUR at Smokace Casino using Litecoin, but had only received 24.80 EUR. He had requested a refund for the fee, but the casino had refused and suspended his account citing "problem gambling". Despite his attempts, the casino had not responded to his emails. After the issue was raised with the casino by the Complaints Team, the casino had stated that they had requested the player's cryptocurrency wallet address for refund but had received no response. The player had denied receiving such an email. After he provided his wallet address, the casino refunded the amount of 24.8 EUR. The player had confirmed the receipt of the refund, and the issue was marked as resolved by the Complaints Team.

The player from Sweden had a problem with a delayed withdrawal. He had completed verification and requested a withdrawal of 149 euros more than 72 hours ago, but the money had not been transferred to his account. We had advised the player that withdrawals could take up to 14 days to process and asked him to wait for this period before escalating the complaint. However, the player didn't respond to our messages and queries. As a result, we couldn't investigate further and had to reject the complaint.

The player from Germany had won €2650 after depositing €350, but his account was locked and closed during the withdrawal process due to 'security reasons'. After a series of communications, it had been revealed that the player had self-excluded from a sister casino of the online casino in question. As per casino rules, the winnings had been voided and the account was closed. However, after mediation by the complaints team, the casino had agreed to refund the player's initial deposit of €350. The player had confirmed receipt of the refund, resolving the complaint.

The player from Brazil had experienced a delay in his withdrawal from Smokace casino after winning a maxwin. He had verified his account and insisted his win was legitimate. However, the casino was waiting for confirmation from the provider to ensure there was no fraud before processing the payment. The player had been advised by us to wait at least 14 days after requesting the withdrawal before filing a complaint. However, the player did not respond to our further inquiries, leading to the rejection of the complaint.

The player from Brazil had been waiting for a withdrawal for less than two weeks. Unfortunately, her payout hadn't been received yet. We had advised her that withdrawals often took a couple of days or even weeks to process, and this delay could have been due to unfinished KYC verification or a high volume of withdrawal requests. We had recommended patience and full cooperation with the casino. However, the player did not respond to our messages and questions, leading to our inability to investigate further. As a result, we had to reject the complaint.

The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout had not been received yet. The Complaints Team had advised the player to wait at least 14 days after requesting the withdrawal before submitting a complaint, as such delays could be caused by unfinished KYC verification or a high volume of withdrawal requests. Despite extending the response time by an additional 7 days, the player did not respond to further messages. As a result, we were unable to investigate further and the complaint was rejected.

The player from Portugal faced issues when he tried to withdraw money from the online casino due to ongoing verification. After some time, the issue had been successfully resolved and the player was able to withdraw his money.

The player from Poland reports their Smokace Casino account was closed due to a supposed residency in Ukraine, a country on the casino's restricted list. However, the player resides and plays from Poland, which is not a prohibited country. The account balance at the time of closure contained 914 EUR. Later, the casino reconsidered its decision and paid out the remaining balance to the player's payment method. The complainant subsequently confirmed it. The complaint is resolved.

The player from Germany had initiated several withdrawals the previous week amounting to €2500, which he had not received yet. Despite the casino's guidelines stating a processing window of 24-48 hours, the player had not received any resolution or communication from support. The player's account balance was €8200, in addition to the pending withdrawal. The player had confirmed that he had successfully completed the KYC process prior to the payout. We had advised the player to wait for at least 14 days after requesting the withdrawal before submitting a complaint. However, the player did not respond to further communication, leading to the rejection of the complaint.

The player from Hamburg has requested a withdrawal less than two weeks prior to submitting this complaint. The player later informed us that he received his winnings and the complaint could be closed as resolved.

The player from Brazil had won €6,500, but when he attempted to withdraw €1,950, the winnings vanished. The player had fulfilled all wagering requirements and had his account verified prior to winning. After a series of communications between the player, the casino, and the complaints team, the casino decided to refund the full amount of €6,507 to the player's account. The player confirmed the receipt of the funds and expressed his gratitude to both the complaints team and the casino. The issue had been successfully resolved with the player receiving his winnings.

The Player from Spain deposited money into the casino using Visa. Despite the money disappearing from his bank account, it has not appeared in his casino account. We ended up rejecting the complaint because the casino provided evidence supporting its claims.

The player from Finland had requested for his account to be closed twice in August 2023 but the casino had not complied and instead offered bonus deals. The player was now demanding a refund. The player had sent the account closure requests to the complaints team via email. In response, we suggested the player request a self-exclusion of his account from the casino, providing a detailed template on how to do so. However, the player had claimed to be banned from the casino due to a gambling addiction and continued to receive advertisements from the casino and its sister sites. The complaints team had advised the player to unsubscribe from the marketing communication and request self-exclusion from associated websites. Despite extending the response time, the player had failed to respond, leading us to reject the complaint due to a lack of further information.

The player from Rhineland-Palatinate received an email offering a 150 percent bonus. After depositing, the casino denied providing the bonus as the player failed to check its availability in live chat, which was not mentioned in the email. The complaint was rejected as the player used the balance meant for the bonus.

The player from Argentina had his account blocked due to gambling addiction as well as money laundering. After our intervention, we managed to find a compromise with the casino to pay the player their winnings and the player's account will be then closed. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved.

The Player from Finland has had his winnings of approximately 1430€ withheld and his account has been disabled due to alleged gambling addiction. The player confirmed his account was verified and his withdrawal from the casino was successful.

The player from Argentina's account was disabled by the platform, citing a gambling addiction. The player denies participation in any such program and demands the immediate restoration of the account and the funds. The complaint was closed as the player stopped responding.

The player from Argentina had his account blocked and the withdrawal request was refused. The casino claims the account was blocked due to fraud. The player insists on having been fair and wants to withdraw about 600,000 pesos. After our intervention, we managed to find a compromise with the casino to pay the player their winnings and the player's account will be then closed. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved.

The player from Argentina made an attempt to withdraw her winnings via Skrill. However, the account has been disabled citing gambling addiction without any request for self-exclusion from the player. The Casino support said this was an administrative decision but offered no further explanation.After our intervention, we managed to find a compromise with the casino to pay the player their winnings and the player's account will be then closed. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved.

The player from Argentina had his account banned for alleged 'game addiction' after depositing and winning a significant amount. He has contacted the casino through email but has not received a response, and he is requesting the return of his funds. We rejected the complaint because the player knowingly misappropriated their casino account to launder funds.

The player from the Netherlands has been blocked. The casino accused him of making deposits with someone else's payment method. After gathering all the necessary information, we closed the complaint as unjustified - although the payment method used probably belongs to the complainant, it was previously used on another account. There are reasonable grounds to believe we are talking about multiple accounts used by 1 person and bonus abuse, which seriously violates the casino's terms and conditions. The same payment method used in both accounts only confirms it.

The player's account got blocked due gambling addiction. After a closer examination, we ended up rejecting this complaint as there is sufficient evidence the player has breached the casino's terms and conditions.

The player from Argentina is experiencing difficulties accessing his account due to an alleged self-exclusion. We rejected the complaint because the player didn't respond to our messages and questions.

The player from British Columbia requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The complaint was rejected because the player didn't respond to our messages and questions.

The player from Argentina had his account blocked without further explanation. As the casino decided to reconsider its initial statement, we ended up closing this complaint as resolved because the player's account had been reopened and the winnings reinstated.

The player, a Ukrainian citizen living in Azerbaijan, had her Icebet casino account closed for providing a Ukrainian passport, despite residing in Azerbaijan and providing proof of address and residence permit. The casino did not acknowledge her Azerbaijan residency. After the Complaints Team intervened and the player provided additional documentation, the casino reactivated the account and reinstated the balance. The player confirmed receiving her winnings, and the issue was resolved.

The player from Finland had faced a delay in receiving a withdrawal of 35€ from an online casino. Despite there being no bonuses or free games linked to this withdrawal, the casino had not processed it and had not provided an explanation for the delay. After the player contacted the casino, they were informed of a traffic jam, but no further explanation was given. Following intervention by our complaints team and communication with the casino, the player had received the withdrawal. However, the casino subsequently closed the player's account. The issue had been marked as resolved following the successful payout.

The player from Finland had made a withdrawal request on January 13, 2024, but had not received the funds. Despite his account having been KYC confirmed and previous withdrawals having been processed in a couple of days, the casino had frozen his account without explanation. After 39 days and intervention from the Complaints Team, the casino's risk department had conducted an additional check and paid the withdrawal on March 8th. The casino had also closed his account permanently without the right to reopen. The player had confirmed the receipt of his payment, resolving the issue.

The player from Finland had been experiencing delayed withdrawal for over a month. The player had confirmed that his account was verified and the winnings were without a bonus. The casino had stated that the player's account was under review by their risk department. After two months, the casino confirmed that the player's withdrawal had been paid and his account had been closed following a decision by the administration. The player had confirmed the receipt of his winnings. The issue had been resolved as the player received his funds, but his account remained closed as per the casino's decision.

The player from Finland had had a withdrawal issue with IceBet Casino, which had taken over a month to resolve, despite the usual 1-3 business days timeframe. His account had also been disabled with a notice of 'gambling addiction'. The player's winnings of 36€, earned with his own money, had been stuck in 'pending' status. We had invited IceBet Casino's representatives to join the discussion. The casino had informed the player that his account was under review by their risk department. After some time, the player confirmed that the casino had paid him the 36€. We had marked the complaint as 'resolved'.

The player from Slovenia had lodged a complaint about a delay in his withdrawal process, which contradicted the casino's stated 24-hour processing time. He had also expressed dissatisfaction with the casino's lack of response and responsible gambling tools. We had advised him to be patient and wait for at least 14 days after requesting the withdrawal before escalating the issue. The player later confirmed that the casino had released the withdrawal and the funds were in his account. We had subsequently marked this complaint as 'resolved'.

The player from Brazil has received no response from the casino's finance department after providing their bank details a week ago. This has resulted in an inability to withdraw funds. The casino's chat service has also been unhelpful, only advising to wait with no active help on their case.

The player from Germany deposited 50 euros and won nearly 7700 euros. She verified her account and requested two payments of 400 euros each. However, her account is now deactivated, and she is unable to receive assistance through chat or email. The issue has been resolved successfully.

The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Rhineland-Palatinate has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Greece has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Finland is experiencing difficulties withdrawing their winnings due to ongoing verification. The player's account has been verified and then the player confirmed that he has received the payment.

The player from Finland has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player's withdrawal is delayed due ongoing verification. The casino asked the player to send them some outstanding documents for verification purposes. The player sent everything to the casino and then the account was successfully verified and the player received their payment a short time thereafter.

The player's account got closed and balance voided without any explanation. The complaint was resolved after the player received back his deposited amount. His account got blocked due being self excluded in a sister casino.

The player from Greece was experiencing difficulties withdrawing his winnings due to ongoing verification. The casino asked the player to send them some outstanding documents regarding the player's bank accounts. The player sent everything to the casino and then completed further verification via a video call. The account was then successfully verified and the player received their payment a short time thereafter.

The player from Greece is experiencing difficulties withdrawing his winnings probably due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Germany had their bonus winnings capped to the amount that was available right after completing bonus wagering requirements. Although the player had his winnings already available in a real money balance, the casino confiscated a significant part of his winnings. The complaint was closed as ‘unresolved’ because we did not agree with the casino's decision and considered it unfair. Later, based on the update received from the casino, we reopened the complaint. The casino reconsidered its decision, return the confiscated winnings to the player, and he confirmed a successful payout of the funds after more than a year. The complaint is resolved.

The player from Greece had his bonus winnings capped to the amount that was available right after completing the bonus wagering requirements, despite earning approximately 10x more after continuing playing with these winnings. The complaint was first closed as ‘unresolved’ because we did not agree with the casino's original decision and considered it unfair. Later, based on the update received from the casino, the complaint was reopened. The casino reconsidered its decision and decided to restore the player's confiscated funds. More than 13 months after the player submitted the complaint, he confirmed a successful payout of the disputed winnings. The complaint is resolved.

The player from Germany played with a loyalty points, however only part has been converted to real winnings. Despite the fact that the casino's bonus system is very confusing and player unfriendly, the complaint became resolved because the player accepted the casino's offer.

The player from Germany had his winnings capped. We closed the complaint as ‘unresolved’ because we couldn't accept the casino's decision and found it unfair. Eventually, we reopened the complaint as per the casino's request and the issue was successfully resolved. The player got their winnings back.

The player's balance was confiscated due to a bonus terms violation. After a closer investigation of the relevant evidence, it became clear that the player, in fact, had not breached any rules. The casino returned the confiscated funds to the player's gaming account. The player successfully withdrew the funds.

The player from Austria had deposited €300 via bank transfer, which was debited from her account but had not been credited to her casino account. Despite multiple communications with support and KYC, she was continually told that the funds were present, yet they did not appear in her transaction history. She successfully deposited €20 through the same method, further proving that the €300 was missing. The issue was resolved as the casino confirmed that the payment had been successfully received, allowing her to register using a bank account. The Complaints Team expressed appreciation for her feedback and offered continued support for any future issues.

The player from Germany's account was closed, and a balance of approximately €4500 was cancelled due to alleged bonus abuse and strategy use while playing with an active bonus. The player was confused about the accusations and sought clarification on what actions could be taken next. The Complaints Team intervened, and the casino re-evaluated the situation, ultimately deciding to reopen the account and credit €4834.33 back to the player's game account. The issue was regarded as resolved, and the player was informed that the winnings were now available for withdrawal.

The player from Finland reported having difficulties communicating with Stelario.com and complained of an account ban which had resulted in the confiscation of winnings amounting to €895. Upon investigating the issue, we contacted the casino requesting an explanation. The casino responded by reopening the player's account and crediting the confiscated amount back, so we considered the matter resolved.

The player from Finland had won money via a welcome bonus at an online casino. The first withdrawal had been successful, but subsequent attempts were delayed due to KYC-related verification. Despite multiple messages, the issue was still unresolved. The player had then reached out to the Complaints Team, who had contacted the casino to inquire about the delay. The casino had responded that the player's account had undergone additional checks by the risk department and that the withdrawal requests were processed in three smaller amounts. The player had confirmed receipt of the payments, and the Complaints Team had marked the complaint as resolved. The casino also had informed the player about the closure of his account, which was done in accordance with their rules.

The player from Finland had had an issue with Stelario Casino regarding a withdrawal made on January 8, 2024, which he hadn't received. His account had been confirmed on December 1, 2023, and his winnings had been accumulated with real money. The casino had informed him that his account was undergoing an additional check by the Risk Department. After our intervention, the casino had instructed the player to divide his withdrawal into two parts of 197€ each. Following these instructions, the player had received the funds in his account, hence resolving the issue.

The player from Finland had not been able to withdraw their balance of 43€, which had been deposited to Stelario without the use of any bonus. The casino had provided no explanation. The player's account had already been verified and he had made successful withdrawals in the past. The Complaints Team had invited the Stelario Casino representative to the conversation, who had informed that the player's account was under review by their risk department. Later, the casino had confirmed that the additional check was completed and the player's withdrawal had been paid. The player had confirmed receiving the payment, however, his account had been closed by the casino's administration. The issue of the withdrawal had been successfully resolved.

The player from Finland submitted a withdrawal request in January 2024, but the casino did not respond and no funds were received. After the player contacted the Complaints Team, it was established that the player's account was not blocked and he had made successful withdrawals previously. The player also confirmed he passed the KYC verification. The casino was asked to explain their side of the situation and they informed that all the player's withdrawal requests were successfully completed. The player confirmed the receipt of his funds, leading to the resolution of the complaint.

The player from Finland had reported that he had requested a withdrawal a month prior but the casino had not been responding to his emails and he hadn't received his payout. He had confirmed that he had made successful withdrawals in the past, passed the KYC verification, and won without an active bonus. The Complaints Team had contacted the casino and asked for clarification. The casino had responded that they had completed an additional check on the player's account and confirmed that payments had been made. The player had confirmed receipt of the payments, and the Complaints Team had marked the complaint as resolved. The casino had also informed the player that his account was closed without the right to reopen, in accordance with their rules.

The player from Finland had trouble accessing their winnings after their account had been unexpectedly closed. The incident had occurred despite having successfully verified their account and complied with the casino's terms on January 7, 2024. The player had made successful withdrawals from the casino in the past. After a series of communications with the casino and the complaints team, the casino had confirmed that the player's account had been successfully verified and winnings would be paid according to the casino's rules. The player later confirmed that they had received their winnings. The issue was thus resolved successfully.

A fully verified player from Germany had been unable to withdraw 500 euros since December 24th, 2023. Despite daily emails, the support staff made no progress and continually redirected the player to the finance department. The player confirmed that they played with real money and their account was verified. The casino claimed the withdrawal was processed and asked for a bank statement to confirm. The player provided the requested document and later confirmed that the payout had been received. We therefore marked the complaint as resolved.

The player from Argentina had requested a withdrawal less than two weeks prior to submitting their complaint. Their money hadn't been received at that time. The Complaints Team had advised the player to wait at least 14 days after the withdrawal request before submitting a complaint. The player had confirmed that they completed KYC verification, and later reported having received a partial refund of 400 Euros, cancelling the rest due to frustrations with the casino's slow processing and customer service. Consequently, the Complaints Team had marked the complaint as resolved.

The player from Germany had his withdrawal canceled due to payment provider limitations. The player was able to request several withdrawals. The player confirmed he received a withdrawal, while played down the rest of his winnings

The player from Italy was experiencing difficulties withdrawing his funds. The casino needed specific documents to complete the player's verification. Shortly after he provided the casino with the requested documents, the withdrawal was successfully processed. The complaint is resolved.

The player from Poland has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.