The player from Portugal had deposited 20 EUR at Smokace but encountered withdrawal issues due to an undisclosed wagering requirement of three times the deposit amount. Despite not accepting any bonuses and having contacted support multiple times, she received only automated replies, leaving her with 19.60 EUR stuck in her account. The Complaints Team reviewed the terms and conditions, confirming that the player had to wager 60 EUR before being eligible to withdraw her funds. Due to a lack of response from her, the complaint was closed, with the option to reopen it in the future.
Smokace Casino - Player's withdrawal is blocked.
Closed
Our verdict
Player stopped responding
Amount: €20
Smokace Casino
Safety Index:Very highCase summary
Discussion
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9 months ago
Translation
I deposited 20 EUR at Smokace without accepting any bonuses. I only played once with a few cents (0.40 EUR), and then I wanted to withdraw the money because I decided not to continue playing.
However, when I tried to withdraw the balance, the casino blocked the withdrawal and informed me that I had to wager three times the deposited amount (i.e., 60 EUR) before being able to withdraw, even though I did not accept any bonus and this condition was never clearly communicated.
This "rollover" rule wasn't displayed during the deposit process or in any visible message. If I had known my own money would be locked up by this condition, **I would never have made the deposit**.
I contacted support several times, but they responded with automated messages and then stopped responding completely, both in chat and by email. Now I have €19.60 stuck in my account with nothing I can do about it.
I consider this to be a deceptive and unethical practice, as they are applying restrictive conditions on my own money without properly informing me.
Please help me get my EUR 19.60 refunded and my account closed. I have screenshots of the balance, the message about the 3x rule, the withdrawal attempt, and communications with support.
Thank you for your time.
Automatic translation:
Public
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9 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Smokace Casino.
I have checked terms and conditions, and this is what I found: https://smokace210.co/pt/page/terms-and-conditions
6.5. We have the right to refuse withdrawal if the total bet amount is less than the amount of the last deposit. You have to turn over the initial deposit at least three times before being able to withdraw.
It means that if you have deposited €20, you need to place bets in the amount of €60 before you’ll be able to withdraw your winnings. It is not unusual for a casino to have this rule. Mandatory deposit wagering can range from 1x to 5x, but you can find casinos with even higher wagering requirements for deposited money. I would recommend following the recommendations of the casino and wagering the deposited funds.
Please let us know if this information was helpful. Looking forward to hearing from you.
Best regards,
Tomas
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8 months ago
Dear Sofia18,
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.
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8 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
