Recently, I faced some questionable actions while using Smokace, and I thought it would be helpful to share my experience so that others may benefit.
I had a win recently that I wanted to withdraw. I made the withdraw request which cancelled the bonus I had attached to it and they put the withdrawal as "pending" (so my money was no longer in my wallet). The withdraw was delayed 1,5 weeks because they requested a game sesson confirmation from the providers. During that time I activated a bonus that I had and started to play with it (i had only bonus money in my wallet at this point) and as I did that, their financial department approved my previous gaming session, cancelled the withdrawal and asked me to make it into two separate withdrawals (even though i requested a 1000 euro withdrawal in first place, which is in line with their terms and conditions for withdrawals). So I do as they ask and with that they also cancelled my active bonus even though it was money I had already withdrawn once, and that had cancelled my previous bonus....
I attempted to resolve the issue with them both through the chat feature and email, but communicating with them was frustratingly ineffective.
Another issue arises with their Spin the Wheel feature. I recently hit 100 euros on the wheel, yet I only received 50 free spins instead. Despite approaching their chat and finance teams again for clarification, I was met with no resolution. They insisted on evidence, like a screenshot, to validate my claim that I actually hit 100 euros.
For those considering playing there, exercise caution when activating bonuses if you have pending withdrawals. This action might result in the withdrawal being canceled, forcing another submission and voiding any active bonuses. Additionally, recording your spins could prevent any misunderstandings if you don't want to fall victim to any tricks.
Nonetheless, I want to acknowledge that all my withdrawals have been successfully processed, so I haven't faced any issues in that area.
I made repeated attempts to get answers regarding those first two problems, but after a few interactions, they stopped responding altogether, which was quite frustrating.
It's unfortunate to hear, and because of experiences like this, I prefer to stick to larger, well-known casinos like Gamdom, Stake, and Roobet.
@borsenfussin Thank you for the warning. Now I know better what to expect from this casino. I once faced a comparable issue with Vulkan Vegas, where 1200 euros seemed endlessly delayed. Though they claimed to have sent the funds a day after I requested the payment, two weeks went by without anything reaching my account. After numerous emails and chats, I learned that the delay was due to my e-wallet provider taking an unusually long time to process the transaction. During this period, someone in the chat even suggested reversing the payment and reordering it, which made no sense given that it had supposedly been completed.