You can also use a lot of the well-known e-wallets, such as Neteller and Skrill. Smokace Casino offers a fantastic range of games, featuring a variety of themes and bonus features to cater for all sorts of tastes. If you prefer, table games they have plenty of variety including Poker, Roulette, Blackjack and Baccarat. Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling. The player struggles to verify his identity due account multiplicity.

Player stopped responding

The casino had established a withdrawal calendar, but the player disagreed with the schedule, stating that 3K daily withdrawals should have been allowed. The player’s request for assistance had remained unresolved as he failed to respond to the team’s inquiries, leading to the rejection of his complaint. The player from Finland had requested a withdrawal in January 2024 but had not received the funds and had received no response from the casino. The player had confirmed that his account was not blocked, and he had passed the KYC verification. He had also clarified that he had previously made six successful withdrawals.

Player believes that their withdrawal has been delayed.

At Casino Guru, users have the opportunity to provide ratings and reviews of online casinos in order to share their opinions, feedback, or experiences. Based on these, we then generate a complete user satisfaction score, which varies from Terrible to Excellent. Smokace Casino provides a high level of security and protection of players’ data. The casino is licensed and regulated by the relevant authorities. Having a licence guarantees the fairness of games and payouts of winnings. In addition, the casino uses SSL data encryption protocol to prevent third parties from accessing players’ information.

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He had also expressed dissatisfaction with the casino’s lack of response and responsible gambling tools. We had advised him to be patient and wait for at least 14 days after requesting the withdrawal before escalating the issue. The player later confirmed that the casino had released the withdrawal and the funds were in his account. The player from Brazil had a verified account and had sent multiple bank statements but faced difficulties withdrawing due to repeated requests for additional documents. We explained the importance of the KYC process and asked for the specifics of the documents submitted. After the player provided the necessary information, the issue was resolved, and the player successfully received his withdrawal.

Player’s account was blocked after a major win.

The complaint was resolved as the player successfully verified her account. The player from Canada had his account blocked after indicating that winnings from complimentary free spins have not been added to his balance. The player from Germany had his account blocked due to a self-exclusion at sister casino. The player’s account got closed due to a suspicion of money laundering. The complaint was closed as “rejected” as the evidence shows the allegations to be true.

The player from Finland had been waiting for a withdrawal for less than two weeks. The player had had to wait for an extended period due to a delay in the casino’s financial department and an additional check by the risk department. After almost two months, the player’s account check had been completed and they were able to make new withdrawals. The player had received all their winnings but their account was subsequently closed by the casino for alleged “gambling addiction”. The player disputed this claim but was satisfied that they had received their winnings.

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• The complaint was resolved after the casino paid out the player successfuly.
• The complaint had been marked as resolved by the Complaints Team, who confirmed the outcome and offered further assistance if needed.
• The player had made successful withdrawals from the casino in the past.
• The player hadn’t indicated any gambling issues and hadn’t requested self-exclusion from the casino or any sister casinos.

Casino play is only available to persons who are of legal age, per the laws of their place of residence. Smokace Casino supports responsible play and offers players the opportunity to set limits on deposits, losses and playing time. The casino also provides self-exclusion options and liaises with gaming addiction organisations to assist players in need of support. Smokace Casino offers a wide range of games from top developers such as NetEnt, Microgaming, Play’n GO, and many others. The casino offers slots, table games, video poker, live dealers, and much more.