The player from Germany had €2,377 in a Trueplay Hoard-to-Earn feature but was unable to withdraw the funds due to a requirement for a high activity level. He found this restriction unfair, believing he should have had the right to withdraw his money at any time. After reviewing the situation and the casino's terms, it was concluded that the issue pertained to the casino's loyalty program, which was managed at their discretion. Consequently, no further assistance could be provided, and the complaint was closed.
Smokace Casino - Player's withdrawal is delayed due to unfair restrictions.
Closed
Our verdict
Other
Amount: €2,377
Smokace Casino
Safety Index:Very highCase summary
Discussion
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9 months ago
Translation
Hello everyone,
I have €2,377 at the casino in a Trueplay Hoard-to-Earn feature. They won't let me withdraw it and say I can only withdraw my money if I have a high activity level. That's unfair; I should be able to withdraw my money at any time.
Automatic translation:
Public
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9 months ago
Dear Themaninblack,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that this is some type of bonus money?
- Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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9 months ago
Translation
Hello Kristina,
It's essentially a special game where you deposit money and earn interest. This is the provider of the feature: https://docs.trueplay.io/features/hold-to-earn
The casino advertised a small rakeback, which helped me build up a balance. Once you have a balance, you can withdraw it at any time. They recently took that option away from me.
They say it's not permanent. But I don't think it's right to blackmail me into gambling again. It's my money trapped there. Three weeks ago, I could have withdrawn it to my bank account.
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9 months ago
Thank you for your reply, Themaninblack. After reviewing your explanation and going through the casino’s terms and conditions, I now have a clearer understanding of the situation.
Unfortunately, I don’t have good news. As this issue concerns the casino’s loyalty program, I’m afraid we’re unable to provide further assistance. It’s important to keep in mind that participation in loyalty programs and the benefits they offer are entirely at the discretion of the casino. They are not obligated to provide such rewards and may choose to limit or exclude individual players without prior notice.
While we understand how disappointing and frustrating such changes can be—especially when they affect your overall experience—we must respect the casino’s right to manage their loyalty offerings as they see fit.
Since we can offer no further recourse in this situation, the complaint will be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
