Smokace Casino - プレイヤーの撤退は応答がなく遅延しています。

I requested a withdrawal 5 days ago. I was asked for a screenshot of the card used for the deposit. I sent the documentation, but I haven't received any response, and the withdrawal is still pending.

Chat support provides ridiculous excuses.

I have sent several complaint emails, but they have never replied.

Ho effettuato una richiesta di prelievo da 5 giorni. Mi è stato richiesto lo screenshot della carta usata per il versamento. Ho inviato la documentazione ma non ho ricevuto nessuna risposta e il prelievo è sempre in attesa.

L’assistenza in chat trova scuse assurde.

Ho inviato diverse mail di reclamo ma non mi hanno mai risposto.

Dear Zeusss79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

I sent you an email. Thanks

Ti ho inviato una mail. Grazie

The casino asked me for the umpteenth time for a photo with the card details. I replied for the umpteenth time that I do not have a physical card, but my card is only online, so I can not take a photo.

I sent him for the umpteenth time a screenshot of my online home page and a PDF with the bank statement where you can see the cardholder and the first 6 and last 4 numbers of the card.

The withdrawal is still pending.

Il casinò mi ha chiesto per l’ennesima volta una foto con i dati della carta. Gli ho risposto per l’ennesima volta che non ho una carta fisica, ma la mia carta è solo online, quindi non posso fare una foto.

Gli ho mandato per l’ennesima volta uno screen della mia home online è un PDF con l’estratto conto dove si vede intestatario e i primi 6 e gli ultimi 4 numeri della carta.

Il prelievo continua ad essere in attesa.