Smokace Casino - El depósito del jugador aún está pendiente.

Hello,

On December 29, 2024, I made a deposit of 100.00 EUR at this casino using my VISA card. The amount was deducted from my account, but it wasn't credited to my player account. I contacted support and was informed that the deposit didn't go through. I then made another deposit of 100.00 EUR, and this time it worked. The first deposit of 100.00 EUR is still marked as "pending" but has already been debited from my account. I kindly ask for your assistance.

Hallo,

ich habe in diesem Casino eine Einzahlung über 100,00 EUR am 29.12.2024 durchgeführt mit meiner VISA Karte. Der Betrag wurde von meinem Konto gebucht, wurde aber nicht meinem Spielerkonto gutgeschrieben. Ich habe mich an den Support gewandt und man hat mir dann mitgeteilt, dass die Einzahlung nicht funktioniert hat. Ich habe sodann eine weitere Einzahlung über 100,00 EUR gemacht und diese hat auch funktioniert. Die erste Einzahlung von 100,00 EUR steht nun bis heute als "ausstehend" aber wurde mir bereits vom Konto abgebucht. Ich bitte um Ihre Hilfe.

Dear Denis2025, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Hello Veronika,

My bank confirmed to me today by email that the money had been transferred to the casino. A refund can only be made by the casino.

LG

Hallo Veronika,

meine Bank hat mir heute per E-Mail bestätigt, dass das Geld an das Casino überwiesen wurde. Eine Rückerstattung kann nur durch das Casino erfolgen.

LG

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear Denis2025,

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.

Hello Veronika, I have now been able to resolve the matter with the casino. I am withdrawing the complaint.

Thank you very much for your help.

LG

Hallo Veronika, ich habe die Angelegenheit inzwischen mit dem Casino klären können. Ich nehme die Beschwerde zurück.

Vielen Dank für deine Hilfe.

LG

Dear Denis2025,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru