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I signed up at the Smokace casino and verified my account properly. I won a maxwin from the Progmatic Play provider for 10,000 and made a withdrawal of 6,400 which is still pending. I contacted customer support via email and was informed that they need to verify with the provider that it wasn't a fraudulent win even though I verified my account correctly and won honestly as any player can. However, the casino does not want to pay me.

Fiz o cadastro no cassino smokace e verifiquei minha conta corretamente . Ganheio um maxwin no provedor da progmatic play no valor de 10.000 e fiz o saque no valor de 6.400 que está pendente até o momento . Entrei em contado com o suporte por e-mail e me informaram que tem que verificar com o provedor se não foi fraude sendo que verifiquei minha conta tudo certinho e ganhei honestamente como todo jogador pode ganhar mais a casa não quer me pagar.

Dear thiagootattoo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Smokace Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify whether your win was during a tournament, during a bonus wagering or real money play?
• Please forward any recent relevant communication to my email at tomas@casino.guru

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,

Tomas

Hello everything is fine !?? I have already sent all the appropriate proof to your email!! I honestly won at the casino, I can send you the video of my win!! And another thing is that my withdrawals have been pending for more than 3 days!! The account is verified!! Before even playing at the house, I already checked to ensure there were no inconveniences or problems with my withdrawal request!!!

Olá tudo bem !?? Já enviei todas as provas cabíveis para o seu email !! Tive um ganho honestamente no casino posso te encaminhar o vídeo do meu ganho !! E outra a acasa esta com os meus saques em.pendente a mais de 3 dias !! Sendo que a conta está verificada !! Antes mesmo de jogar na casa já fiz a verificação para não haver transtornos e problemas com meu pedido de saque!!!

and I sent the video by email ok.

e encaminhei o vídeo por email ok .

Hello, I would like to state that I am waiting for the pending withdrawal amounts of 6,400 because I played at the house and had losses of 3,600. So I'm just waiting for what's rightfully mine, worth 6,400.

Olá gostaria de afirmar que estou aguardando os valores dos saques que estão em pendência do valor de 6.400 pois eu joguei na casa e tive perdas de 3.600 . Então estou aguardando somente oque é meu por direito valor de 6.400.

Thanks for your messages.

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. 

Hello Tomas, good evening! Happy to know that everything is going well. I will wait. Many thanks to CASINO GURU for helping me.

Olá Tomas boa noite ! Feliz em saber que tudo está correndo certo . Irei aguardar. Muito obrigado ao CASINO GURU por me ajudar.

Dear thiagootattoo,

Have you received your funds yet?

When was the last time you were in contact with casino support?

Dear thiagootattoo,

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.