Smokace Casino - El retiro del jugador se retrasó debido a la revisión del proveedor del juego.

Hello, last Saturday I won 3000 Euros at the casino. I have completed the verification process.

I have submitted all necessary documents.

I played without a bonus and met all the wagering requirements. Today, I received a message from the casino.

Your gaming session has been sent to the game provider for review. As soon as we receive a response from the game provider regarding your gaming session and your bets, we will promptly notify you via email. The review of your withdrawal request has been postponed until the game provider has issued an official response. An additional review will be conducted in accordance with the project's rules. The financial department may delay the processing of a withdrawal request due to an additional review. The review takes 3-14 business days.

We are more than happy to assist you with any questions or concerns via live chat or by email support@smokace.com.

Please help me to receive my withdrawal

Guten Tag am Samstag habe ich im casino 3000 Euro gewonnen. Ich bin vollständig vertifiziert.

Ich habe alle Unterlagen eingereicht.

Ohne Bonus gespielt und alles umgesetzt. Heute kommt eine Nachricht vom casino

Ihre Spielsitzung wurde zur Überprüfung an den Spielanbieter gesendet. Sobald wir eine Antwort des Spielanbieters zu Ihrer Spielsitzung und Ihren Einsätzen erhalten, werden wir Sie umgehend per E-Mail benachrichtigen. Die Prüfung Ihres Auszahlungsantrags wurde aufgeschoben, bis der Spielanbieter eine offizielle Antwort erteilt hat. Es wird eine zusätzliche Prüfung gemäß den Regeln des Projekts durchgeführt. Die Finanzabteilung kann die Bearbeitung eines Auszahlungsantrags aufgrund einer zusätzlichen Überprüfung verschieben. Die Prüfung dauert 3-14 Arbeitstage.

Bei der Fragen stehen wir Ihnen gerne via Live-Chat oder per E-Mail support@smokace.com zur Verfügung.

Bitte helfen Sie mir meine Auszahlung zu erhalten

Dear Alineb1991,

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,

Tomas

Hello this is the answer from the casino.

Why is this done?

Hallo das ist die Antwort vom casino.

Warum wird das gemacht?

Checks are done to ensure no terms and conditions were broken

Could you please specify the date of your withdrawal request and the date the casino informed you about additional checks?

Withdrawal request was 12.5 and the date of the e-mail with the additional check came on 13.5

Auszahlungsantrag war 12.5 und das Datum von der e mail mit der zusätzlichen Prüfung ist am 13.5 gekommen

Money is still not there

Geld ist weiterhin nicht da

I fully understand your frustration, Alineb1991. However, I will set the timer for an additional 5 days to allow the casino two full weeks to process the payment. If there’s no development by Sunday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

I find it strange that the amount cannot be paid out all at once. I asked to set a deposit limit. The casino says that they do not have this function.

Ich finde es komisch,, dass der Betrag nicht auf einmal ausgezahlt werden kann. Ich habe gebeten ein Einzahlungslimit vorzunehmen. Das casino sagt, dass sie diese Funktion nicht haben.

Were some or all of your payouts processed yet, please? Has the money reached you?

All funds are there. Thank you very much

Gelder alle da. Vielen Dank

Dear Alineb1991,

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,

Tomas

Casino.Guru