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I have €33,202 in withdrawals requested since 09-08-24. So far, I have only received €1,800 in four installments of €450 each.

Through chat, the operator claims I will only be paid €5,000 per month. This is unacceptable. I would have to wait more than 6 months to receive all of my winnings.

Ho 33202€ di prelievi inseriti dal giorno 09-08-24 . Finora me ne sono stati pagati appena 1800€ in quattro tranche da 450€.

Via chat l'operatore sostiene che verrò pagato solo 5000€ al mese. È inammissibile. Dovrei aspettare più di 6 mesi per vedere pagate tutte le mie vincite.

Dear carsix79,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're facing with your withdrawal process.

To help us better understand your situation and assist you effectively, could you please provide some additional details?

• Could you clarify whether the casino provided any written communication regarding the €5,000 monthly withdrawal limit, or was this information only shared during your chat with the operator?
• Did the casino inform you of any specific terms or conditions that might justify this withdrawal limit? If so, could you share those details?
• Have you made any previous large withdrawals from this casino, and if so, were those processed under similar conditions?
• Could you confirm whether you have received any further payments since the initial €1,800 in installments?
• Have you had any other issues with this casino in the past, or is this the first time you’ve encountered such a problem?

If you have any relevant communication or additional evidence, please feel free to forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

-information shared only in chat since they don't reply to emails

-no he did not inform me what terms and conditions this absurd withdrawal limit refers to

-I only received payment for 4 withdrawals last week for €450 since they split withdrawals at most with this amount

-I have not received any other payments other than these four

- It's my first time playing at this casino so I haven't had any other problems in the past

-informazione condivisa solo in chat dato che alle mail non rispondono

-no non mi ha informato di quali termini e condizioni si riferisce questo limite di prelievo assurdo

-ho solo ricevuto il pagamento di 4 prelievi settimana scorsa da 450€ dato che loro frammentano i prelievi al massimo con questa cifra

-non ho ricevuto altri pagamenti oltre a questi quattro

- è la prima volta che gioco in questo casinò perciò non ho avuto altri problemi in passato

This is the operator's response.

Basically I would have paid too little to be paid under their terms and conditions.

My total deposits are €1580 and my winnings are over 20 times that amount.

Questa è la risposta dell' operatore.

In pratica avrei versato troppo poco per essere pagato secondo i loro termini e condizioni.

Il totale dei miei depositi è 1580€ e le vincite superano oltre 20 volte tale importo.

Hello all

@carsix79 congratulations on your win!

We'd like to confirm, that the withdrawals will be approved by the casino according to T&Cs of the casino, that were accepted at the registration.

As per the moment being, the player has received 1800 EUR.

Kind regards

So I should make a deposit of €200 to get back under the 20x limit of the winnings I exceeded?

€1580+€200=€1780 deposits

€1780×20=€35600 which is less than the total balance of €35002 that I requested to withdraw.

Let me know if this is correct?

Thank you.

However, the fact remains that an acceleration in the payment times would be appreciated because so far I have only received €1800 in 12 days.

Quindi dovrei fare un versamento di 200€ per rientrare sotto il limite del 20x delle vincite che ho superato?

1580€+200€=1780€ di depositi

1780€×20=35600€ che è inferiore ai 35002€ di saldo totale di cui ho chiesto il prelievo.

Fammi sapere se è corretto?

Grazie.

Resta comunque il fatto che sarebbe apprezzato un accelerazione sulle tempistiche di pagamento perché finora comunque ho ricevuto solo 1800€ in 12 giorni.

Greetings,

Please kindly refer to the T&Cs:

"8.17. In cases when the amount of your withdrawal request (-s) including current account balance and lifetime withdrawals are at least 20 times larger than the total sum of your deposits, you may be limited to 5000 EUR (or equivalent in your currency) for withdrawal during 30 days. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays."

Hope this clarifies. The rest is scheduled to be paid. We do not observe any violation of the terms that could result in a complaint.

Kind regards

He didn't answer my question.

So I have to make a deposit of €200 to fit into the normal monthly withdrawal limits?

Non ha risposto alla mia domanda.

Quindi devo fare un deposito di 200€ per rientrare nei normali limiti di prelievo mensile?

I made a deposit of €200

Now my lifetime balance and withdrawals total is less than 20 times the amount of deposits made.

My withdrawal payment policy needs to be reviewed and all withdrawals need to be processed within 30 days.

Ho effettuato un deposito di 200€

Ora il totale del mio saldo e dei prelievi a vita è inferiore a 20 volte l'importo dei depositi effettuati.

La politica di pagamento dei miei prelievi va quindi rivista e in 30 giorni devono essere elaborati tutti.

Dear carsix79

Be sure we will! Casino always follows its T&Cs.

For avoidance of misunderstanding, please kindly consider the point "8.11.6. if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses."

Kind regards

Hi carsix79,

Thank you for reaching out and for your patience while we look into your situation.

After reviewing the details of your account and the casino's responses, it appears that the casino is adhering to its terms and conditions regarding withdrawals.

The casino has confirmed that your withdrawals will continue to be processed according to these terms, and there has been no breach of their policies. As frustrating as the wait may be, we recommend waiting for your withdrawals to be processed as per the casino's standard timeline.

Please note that making additional deposits does not necessarily accelerate withdrawal processes or change the payout structure outlined in the T&Cs. The withdrawals will still be subject to the existing rules unless otherwise specified by the casino.

We understand your desire for faster payouts, but at this time, there isn't a violation of the casino's terms to justify an expedited process.

We appreciate your understanding and encourage you to reach out if you have any further questions or concerns.

Petronela

"Please note that making additional deposits does not necessarily speed up withdrawal processes or change the payment structure outlined in the T&Cs"

Once again I have to contradict you. I am not surprised that you did not understand but I made another deposit for this reason:

8.17. In cases where the amount of your withdrawal request(s), including your current account balance and lifetime withdrawals, is at least 20 times higher than the total amount of your deposits, you may be limited to 5000 EUR (or equivalent in your currency) per withdrawal during 30 days.

Petronela

"Si prega di notare che effettuare depositi aggiuntivi non accelera necessariamente i processi di prelievo o modifica la struttura di pagamento delineata nei T&C"

Ancora una volta sono costretto a smentirti. Non sono sorpreso che tu non abbia capito ma ho effettuato un altro deposito per questo motivo:

8.17. Nei casi in cui l'importo della tua richiesta di prelievo (-i) , incluso il saldo del conto corrente e i prelievi a vita, sia almeno 20 volte superiore alla somma totale dei tuoi depositi, potresti essere limitato a 5000 EUR (o equivalente nella tua valuta) per il prelievo durante 30 giorni.

Hi carsix79,

Thank you for your feedback. We understand your concerns regarding the withdrawal limits and appreciate the opportunity to clarify.

Please note that making additional deposits after requesting a withdrawal does not alter the existing withdrawal limits or speed up the withdrawal process. The withdrawal limits and procedures are determined based on the terms and conditions of the casino, which apply to your account’s overall activity and not just recent deposits.

Additionally, any new deposit must be wagered before it can be withdrawn. This means that simply making a deposit will not change the status of your pending withdrawal or the payment structure set by the casino.

We hope this clears up any confusion.

If you have any more questions or need further assistance, please let us know.

I'm giving up on explaining it to you again because in the meantime you don't read what's written in the complaint!

The same casino above has confirmed that with the new deposit the withdrawal limit is no longer restricted to €5000 per month.

Ci rinuncio a spiegartelo di nuovo perché intanto tu non leggi quello è scritto nel reclamo!

Lo stesso casinò qui sopra ha confermato che con il nuovo deposito il limite di prelievo non è più ristretto a 5000€ al mese.

Hi carsix79,

Have you considered that if you make additional deposits, you will need to wager them as well? This could potentially speed up the process of your future withdrawals.

Thank you.

I know that deposits have to be wagered.

Now the problem is that all the withdrawals I had entered were deleted and I had to re-enter them.

Also without canceling my withdrawals I was able to bet using the withdrawal amount.

I ask the casino to explain this thing.

Lo so che i depositi vanno scommessi.

Ora il problema è che tutti i prelievi che avevo inserito sono stati cancellati e ho dovuto reinserirli.

Inoltre senza che cancellassi i miei prelievi sono riuscito a scommettere utilizzando l'importo dei prelievi.

Chiedo spiegazioni al casinò di questa cosa.

Dear carsix79

Can you be a bit more specific re what the casino should explain?

Thank you!

Regards

IN YOUR CASINO WITHDRAWALS REMAIN AS ACCOUNT BALANCE USABLE FOR PLAYING. THAT IS, I CAN BET WITHOUT CANCELING WITHDRAWALS. RIGHT?

BUT WHY ARE ALL MY WITHDRAWALS AUTOMATICALLY CANCELLED WHILE I'M PLAYING AND NOT JUST THE PART OF THE WITHDRAWALS THAT I USE WHILE PLAYING?

TODAY I HAD TO ENTER MY ENTIRE BALANCE AMOUNT INTO WITHDRAWAL FROM AGAIN. WILL I HAVE TO WAIT ANOTHER MONTH FOR PAYMENT?

NEL VOSTRO CASINÒ I PRELIEVI RIMANGONO COME SALDO DI CONTO UTILIZZABILE PER GIOCARE. CIOÈ POSSO SCOMMETTERE SENZA ANNULLARE I PRELIEVI. GIUSTO?

PERCHÉ PERÒ MENTRE GIOCO MI VENGONO ANNULLATI IN AUTOMATICO TUTTI I PRELIEVI E NON SOLO LA PARTE DI PRELIEVI CHE UTILIZZO GIOCANDO?

OGGI HO DOVUTO INSERIRE IN PRELIEVO EX NOVO TUTTO L'IMPORTO DEL MIO SALDO. IN QUESTO MODO DOVRÒ ATTENDERE UN ALTRO MESE PER IL PAGAMENTO?

Hi carsix79,

Please understand that repeatedly canceling your withdrawals and requesting new ones will only delay the processing of your winnings.

Please keep me updated on any further developments.

I look forward to hearing from you.

If you would at least take a minute to read what I write!!!!!! Or are you pretending not to understand as you did in my previous complaint about Smokace.

I have not cancelled any withdrawals!!!!

They were automatically cancelled for me while playing!!!

I waited almost a month to receive the payment of about €33,000 and I will have received only €6,000

Now my balance is zero.

Are you happy now???

You got what you wanted!!!

Strange that you responded just today that my winnings have been reset!

It seems like there is a good feeling between you and the casino since you approve of such a situation which is shameful!

Now you will be happy to close the complaint without helping me this time too.

DO NOT PLAY AT THIS CASINO!!!

THEY DELAY PAYMENTS ON PURPOSE SO YOU LOSE MONEY

WITHDRAWALS ARE CANCELLED SO MAKING PAYING OUT YOUR WINNINGS EVEN MORE FRUSTRATING

I WAITED THREE WEEKS TO BE PAID JUST 15% OF ALL WITHDRAWALS ENTERED

Se almeno ti degnassi un minuto a leggere quello che scrivo!!!!!! O stai facendo finta di non capire come hai fatto nel mio precedente reclamo su Smokace.

Non ho annullato nessun prelievo!!!!

Mi sono stati annullati in automatico giocando!!!

Ho aspettato quasi un mese per ricevere il pagamento di circa 33000€ e ne avrò ricevuti soltanto 6000€

Ora il mio saldo è a zero.

Siete contenti adesso???

Avete ottenuto ciò che volevate!!!

Strano che tu abbia risposto proprio oggi che le mie vincite sono state azzerate!

Sembra che ci sia un buon feeling tra voi e il casinò dato che approvate una situazione simile che è vergognosa!

Ora sarai felice di chiudere il reclamo senza avermi aiutato anche stavolta.

NON GIOCATE SU QUESTO CASINÒ!!!

RITARDANO I PAGAMENTI APPOSTA PERCHÉ PERDIATE I SOLDI

I PRELIEVI VENGONO ANNULLATI COSÌ DA RENDERE ANCORA PIÙ FRUSTRANTE IL PAGAMENTO DELLE VINCITE

HO ASPETTATO TRE SETTIMANE PER ESSERE PAGATO APPENA IL 15% DI TUTTI I PRELIEVI INSERITI

No, I’m not happy, carsix79. Whenever we receive a complaint from a player, the only thing we ask is for their patience. If you experience delays in receiving a withdrawal and decide to play down your winnings, there’s unfortunately nothing we can do to reverse that decision.

I understand your frustration, but please remember that each casino has its own policies regarding how much can be paid out on a weekly or monthly basis. We can’t always expedite this process, which is why patience is so important.

I wish I could offer more assistance. I’m sorry we couldn’t help you resolve this case, but please don’t hesitate to reach out if you encounter issues with other casinos in the future. Given the circumstances, I will now close this complaint.

Thank you for your understanding.

Petronela

Casino.Guru