Smokace Casino - O jogador não consegue enviar uma solicitação de saque devido a um erro no CPF.

Hello I am making a complaint about this Casino, I made a deposit with bonus included, I finished the rollover So far so good, when I made my withdrawal of 530 I could not because the field where we put our CPF number which is the Pix key is closed, I can not type because the Smokace Casino website blocked the field. I contacted support but they didn't resolve it and asked me to send an e-mail to . I need them to unblock the field so that I can enter my CPF number to continue with my rightful withdrawal. Thank you if you can help me.

My player ID at Casino Smokace: PLAYER974655

Olá estou fazendo uma reclamação a respeito deste Casino, fiz um depósito com bônus incluso, terminei o rollover Até aí tudo certo, ao fazer meu saque de 530 não consegui pois o campo onde colocamos nosso número de CPF que é a chave Pix está fechada, não consigo digitar pois o site Smokace Casino bloqueou o campo. Entrei em contato com o suporte mais não resolveram e pediram para enviar um e-mail para suporte@smokace.com Preciso que eles desbloqueie o campo para que eu possa inserir meu CPF para dar continuidade ao meu saque por direito. Agradeço a vocês se puderem me ajudar. 

Meu ID do jogador no Casino Smokace: JOGADOR974655

Dear jucinaldoo,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to better understand your situation:

• Have you tried clearing your cookies, cache, and browser history before attempting to access your casino profile again?
• Did you try using a different web browser to see if you’re able to enter your CPF number?
• When exactly did you contact customer support regarding the issue with your CPF?
• Have you made any successful withdrawals from this casino in the past?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello, yes, I've tried several times and all to no avail! I've already made a withdrawal from this Casino before, it went into my bank account all right. But now they don't want to release my withdrawal, they've made up various stories. I need them to resolve this. Thank you!

Olá, sim já fiz várias tentativas e todas sem sucesso! Já fiz saque neste Casino anteriormente, caiu na minha conta bancária tudo certo. Mais agora eles não querem liberar meu saque, inventaram várias histórias. Preciso que eles resolvam isto. Obrigado!

Thank you for your response. To better understand the situation, could you please confirm if you used the same payment method for your previous successful withdrawal? Additionally, were you able to submit your CPF number at that time?

It would also be very helpful if you could forward me the communication between you and the casino regarding the issue with entering the CPF number. You can either send the emails to my address at veronika.f@casino.guru or post the screenshots here.

Thank you in advance for your cooperation, and I look forward to your reply.

Hello, my deposit was made via PIX and before making the deposit I contacted support and asked if my ID could make deposits and withdrawals without any problem? The support said yes I could play without any restrictions. I played the slots as normal, but when I went to request a withdrawal, this problem arose, I contacted support again, and that's when the problem arose, as support says you can't make withdrawals with the same payment method. In short, the support is trained to do this, to make it difficult, until the player gives up on the withdrawal and loses their money. I DON'T RECOMMEND THIS CASINO. They should close down this company that only robs the player.

Olá, depósito foi via PIX e antes de fazer depósito eu entrei em contato com o suporte e perguntei se o meu ID poderia fazer depósito e saque sem nenhum problema? O suporte falou que sim poderia jogar sem nenhuma restrição. Fiz jogadas normais nas Slots, mais no momento que fui pedir o saque m, veio esse problema, entrei em contato novamente com o suporte, aí onde veio a dificuldade que o suporte fala, não pode fazer saques com o mesmo método de pagamento. Resumindo o suporte é treinado para isto, dificultar, até que o jogador desista do saque e perca o seu dinheiro. NÃO RECOMENDO ESTE CASINO. Deveriam fechar esta empresa que só rouba o jogador.

Am I right in understanding that you lost the money you wanted to withdraw while playing? What is the current balance in your account? Please let me know.

Dear jucinaldoo,

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.