Smokace Casino - Вилучення гравця відкладено.

I made a withdrawal request on January 11, 2024, but the funds still have not arrived

Tein nostopyynnön 11.1.2024, mutta rahat eivät vieläkään ole tulleet

Hello torikkajukka99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Smokace 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 accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account has already been confirmed on 3 December 2023. I played with my own money without a bonus. I don't remember when I talked to them.

Tilini on vahvistettu jo 3.12.2023. pelasin omalla rahalla ilman bonusta. en muista milloin olen puhunut heidän kanssaan.

Thank you torikkajukka99 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear torikkajukka99,

This is Dominika and from now on, I will be taking care of your complaint. I would like to invite Smokace Casino's representatives to join this discussion in order to resolve the issue.

Dear Smokace Casino, could you please state the reason why the player's withdrawals have not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Dominika

Casino.Guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. Gaming Authority (info@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru

Dear torikkajukka99, we have received a reopen request from the casino. Please find the details below.

"Dear Dominika,

We apologize for the long response.

The player's account torikkajukka99 was under review by the casino's risk department, of which the player was notified.

2024-03-07 the verification was successfully completed and all funds were paid to the player.

Dear torikkajukka99,

We inform you that all your withdrawal requests have been successfully completed by our Financial Department.

2024-03-07 09:45:07 UTC +0 You have been notified that your payment has been successfully made in the amount of 33 EUR.

Please confirm in this complaint that you have successfully received all of your funds.

Sincerely,

Risk department of Smokace Casino."

Could you please confirm once you have received the payment?

I have received payment

olen saanut maksun

Dear torikkajukka99,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru