I deposited 30 euros to Smokacelle on 11/01/2024 and made a withdrawal of 43 euros.

This situation did not include any bonuses or free games. They still haven't made the payment and I haven't received any explanation as to why?

Talletin Smokacelle 11.1.2024 30e ja laitoin nostoon 43e.

Kyseess? ei ollut mit??n bonuksia eik? ilmaispelej?. Eiv?t ole viel?k??n maksaneet eik? ole tullut mit??n selvityst? miksi?

Dear jmlgamebox, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Was it on January 11? Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

Yes, the withdrawal request was on 11.1. In the past, I have made successful withdrawals from that casino.

Kyll? nostopyynt? oli 11.1. Aikaisemmin olen tehnyt onnistuneita kotiutuksia kyseiselt? kasinolta.

Thank you for your reply, jmlgamebox. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

There is a history of repatriation from December to January. I have used the same withdrawal method. About a week has already passed.

Tuossa kotiutus historiaa joulukuu - tammikuu. Samaa nosto tapaa olen k?ytt?nyt. Noin viikko on aiemmin mennyt.

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

I sent an email there, but it was not answered.

L?hetin tuonne s?hk?postia, mutta siihen ei vastattu.

Thank you very much, jmlgamebox, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, jmlgamebox!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Now I received a payment from the casino to my account and immediately after that a message that my account has been closed.

Nyt tuli kasinolta maksu tilille ja heti per??n viesti, ett? tilini on suljettu.

Dear jmlgamebox,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team