Smokace Casino - Вилучення гравця відкладено.

Hello, I requested several withdrawals last week amounting to €900/€900 and €700. The guidelines state that processing can take between 24 and 48 hours. In the meantime, I have contacted support and was told my request is being reviewed and that I would receive an email. The stated processing time has passed and I haven't received any further responses. I won a substantial amount on either Saturday or Sunday, and my account balance is now €8200 plus the withdrawal still being processed. Please help me access my winnings.

Hey hallo ,ich habe letzte Woche mehrere Auszahlungen beantragt in Höhe von 900€/900€ und 700€ in den Richtlinien steht das die Bearbeitung zwischen 24 und 48 Std dauern kann. Ich habe zwischenzeitlich den Support angeschrieben und mir wurde gesagt es wird geprüft und ich würde eine Email bekommen. Die Bearbeitungszeit ist schon verstrichen und nun bekomme ich keine Antwort mehr. Nun habe ich am Samstag oder Sonntag nochmals gut gewonnen und mein Kontostand beträgt nun 8200€ + die Auszahlung in Bearbeitung bitte helfen sie mir an meine gewonnenen Gelder zu kommen.

Dear mecklenbrauck80,

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

Okay, so I successfully passed the KYC long before the payout and all documents were successfully submitted. Well then I'll wait until I have no other choice.

Okay,also die kyc habe ich erfolgreich bestanden schon lange vor der Auszahlung alle Dokumente wurden erfolgreich eingereicht. Nun gut dann werde ich die Zeit abwarten wenn mir nichts anderes übrig bleibt.

Dear mecklenbrauck80, have you received your winnings yet? Please keep us updated.

Dear mecklenbrauck80,

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.