The player from Rhineland-Palatinate received an email offering a 150 percent bonus. After depositing, the casino denied providing the bonus as the player failed to check its availability in live chat, which was not mentioned in the email. The complaint was rejected as the player used the balance meant for the bonus.
Smokace Casino - Player denied promised bonus.
Closed
Our verdict
Unjustified complaint
Amount: €150
Smokace Casino
Safety Index:Very highCase summary
Discussion
Public
Public
2 years ago
Translation
Hello I received an email from this casino for a 150 percent bonus. The email didn't say anything about checking availability in live chat, just contacting him for credit. Then they tell me no, I wouldn't have paid if I'd known. Mfg Daniel N*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Hello Niedi86,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Smokeace Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? How much exactly did you deposit? Can you please forward the link or the screenshot of the terms of the bonus you wanted to claim?
Please understand that if you get a promotional e-mail from the casino it does not automatically means that you are eligible to claim it as they are mostly sent out to every player or a part of group.
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
TranslationHello Account is not yet verified. But had often taken advantage of bonuses before. 100 euros deposited. 
Automatic translation:
Public
Public
2 years ago
TranslationBut at Ice Bet and Winlegends the e-mail always said that you should ask about availability in the chat before making a deposit. These two casinos are partner casinos of Smokeace.
Automatic translation:
Public
Public
2 years ago
TranslationNo not before the deposit as there was no indication of it. It was in the e-mail only that you should contact them to have the bonus credited to you after the deposit. As I said, I knew that I wouldn't get it, I hadn't paid in at all. I don't understand this casino group any more. I haven't been granted any bonuses in the partner casinos for a year, although I deposit several times a week.
Automatic translation:
Public
Public
2 years ago
Hello Niedi86,
Do you have the live chat saved somewhere so you can forward it to us to show what exactly did the casino say? If yes, please forward it to nikolas.b@casino.guru or upload it in your next post.
Public
Public
2 years ago
TranslationNo, unfortunately not, it was only said that the bonus is not available for my account. Mfg Daniel N*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Hello Niedi86,
Is the deposit still available on your casino account or you played with it?
Public
Public
2 years ago
TranslationIf they gambled away, they wanted them to pay it back straight away, but then they had to wager it at least 3 times.
Automatic translation:
Public
Public
2 years ago
Hello Niedi86,
If you have already played away the deposit which was supposed to get the bonus, there is unfortunately nothing we can do. Please keep in mind that in such cases, you can never touch the balance until the matter is resolved and you have to contact the casino right away before playing with it.
Is there anything else we could assist you with?
