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.
Smokace Casino - Tournament winnings not paid to the player.
Amount: €200
Smokace Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
I achieved fourth place in a tournament that was held at the aforementioned casino in October, and I have not received my winnings.
Automatic translation:
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10 months ago
Hello mecklenbrauck80,
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 if your account is already verified and if yes, since when exactly? Did you use real money balance to achieve the tournament placement? Is there any proof of your placement in this tournament? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
Yes, I am fully verified, I played with real money, the last contact was today and it was about the same topic, but I keep being put off that everything is being checked. But in my opinion, 2 months to check is not appropriate - you can't organize tournaments and hold back the winnings for several months. I'll pass on the proof of placement and I'll have to find it first
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10 months ago
Thank you mecklenbrauck80 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Hello, mecklenbrauck80,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Smokace Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Smokace Casino team,
Can you please look into the player's issue and provide us with an explanation for the delay?
Thank you in advance for providing the information.
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10 months ago
Dear mecklenbrauck80,
The Smokace Casino Risk Department has reviewed this complaint in detail.
After you contacted our live chat, the Risk Department initiated an investigation of your complaint, of which you were notified and revealed that your prize for fourth place in the "Exclusive Spin and Win October" tournament was indeed not credited to your game balance.
At the moment, your prize for participation in the "Exclusive Spin and Win October" tournament has been credited to your game balance and an email has been sent to you notifying you of this.
Best wishes,
Smokace Casino Risk Department.
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10 months ago
Thank you for the update and quick response!
Dear mecklenbrauck80,
Can you please confirm the above-stated?
Can I consider the complaint closed and successfully resolved, or is there anything else I could help you with?
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10 months ago
Translation
Yes, I confirm my winnings have now arrived, thank you again.
But I would still be very interested, which is why, despite my 25 inquiries, I got a different answer and was put off
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10 months ago
Great news, mecklenbrauck80!
Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As for your comment about the casino's unresponsiveness - for us, the most important is that your issue was resolved. Unfortunately, we cannot explain it, and there are many possible reasons why it took so long. Sometimes, there are delays or issues within the casino and internal communication between its departments, or the process only takes so long due to many requests with higher priority from players.
Thank you very much, Smokace Casino Team, for your quick help and cooperation.
Best regards,
Branislav, Casino.guru
