Smokace Casino - プレイヤーが賞金を受け取れずにいます。

Hello,

I have submitted all the documents the casino requires. My withdrawal of €2,000 has now been delayed for 3-13 days. Furthermore, they won't let me withdraw more than €1,000 (supposedly because I've reached the weekly limit). They haven't provided any information about when the withdrawal will be processed. I'm asking for help...

Hallo,

ich habe alle meine Dokumente die das Casino braucht vorgelegt. Meine Auszahlung von 2.000€ wurde nun 3-13 Tage nach hinten verschoben. Desweiteren lassen Sie mich nicht mehr als 1.000€ auszahlen (angeblich wöchentliches Limit erreicht). Es wird keine Auskunft darüber gemacht wann die Auszahlung stattfinden wird. Ich bitte um Hilfe…

Dear vincmocha,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thanks for the automated response.

However, they now say the following: Your withdrawal request has been delayed until we receive an official response from the provider after we have reviewed and verified your gaming session.

What does this mean? I've never had this kind of verification before? Please provide information and contact the casino. I've only played slots. My account has now been fully verified. Unfortunately, the casino isn't responding to my emails either.

Danke für die automatisierte Antwort.

jedoch sagen sie nun folgendes: Ihr Auszahlungsantrag wurde verzögert, bis wir eine offizielle Antwort vom Anbieter erhalten haben, nachdem wir Ihre Spielsitzung überprüft und verifiziert haben. 

Was bedeutet das? Ich hatte noch nie so eine Überprüfung? Bitte um Auskunft und kontaktreten mit dem Casino. Ich habe nur slots gespielt. Mein Konto ist nun vollständig verifiziert worden. Leider gibt mir das Casino auch keine Antworten auf meine E-Mails.

Unfortunately, I'm still waiting for my €2,000 payout today. Customer support keeps referring me to the KYC email, and I haven't received a response.

Leider warte ich heute immer noch auf die meine Auszahlung von 2.000€. Der kundensupport verweist immer auf die KYC Mail bei welcher ich keine Antwort erhalte..

Dear vincmocha,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear vincmocha,

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.