Smokace Casino - Турнірні виграші не виплачуються гравцеві.

I achieved fourth place in a tournament that was held at the aforementioned casino in October, and I have not received my winnings.

Ich habe beim besagten Casino in einem Turnier was im Oktober veranstaltet wurde den vierten Platz erreicht und bekomme meinen Gewinn nicht

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

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

Ja ich bin vollständig verifiziert, ich habe mit echtgeldguthaben gespielten der letzte Kontakt war heute und es ging um dasselbe Thema aber ich werde immer wieder vertröstet das alles überprüft wird. Aber 2 Monate zum überprüfen ist meiner Meinung nach nicht angemessen man kann doch keine Turniere veranstalten und die gewinne mehrere monate zurück halten. Den Beleg für die Platzierung reiche ich nach muss ich erst raussuchen

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

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.

Thank you very much for your help

Vielen Dank schonmal für Ihre Hilfe

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.

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?

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

Ja ich bestätige mein Gewinn ist nun angekommen,vielen dank nochmals.

Mich Würde aber trotzdem brennend interessieren , Weshalb Trotz meiner 25 anfragen ich eine andere Antwort bekomme habe und vertröstet wurde

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