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Hello,

Today, I logged into the Casino and deposited a total of 350€, before winning a total of 2650€!

I have successfully verified myself and requested a withdrawal for 1700€. I continued playing with 300€ and won 950€ more. Afterward, I went to the menu to withdraw the additional 950€. Suddenly, my account was locked and I received an email stating my account was closed for security reasons! I want my winnings

Hallo ,

ich habe mich heute dort im Casino eingeloggt insgesamt 350€ eingezahlt und 2650€ gewonnen !

habe mich erfolgreich verifiziert und 1700€ zur Auszahlung gebracht , mit 300€ noch weiter gespielt und auf 950€ hochgespielt ! Danach wollte ich ins Menü um zu den 1700€ noch die 950€ zur Auszahlung bringen zu können! Auf einmal war mein Konto gesperrt und ich bekam eine email das mein Konto wegen Sicherheit geschlossen wurde ! Ich will mein Gewinn

Hello Isco33,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they specify the exact reason of blocking your account?

Looking forward to your answer.

Regards,

Nick

The verification took place yesterday around 3 p.m.! I always played without a bonus! So it's a pure profit of 2650€ which is now being embezzled from me!

I sent the casino several emails but the only response I received was the email I attached as an attachment!

I never blocked my account there otherwise I wouldn't have deposited any money

Die Verifizierung erfolgte gestern gegen 15 Uhr ! Ich habe immer ohne Bonus gespielt ! Also es ist ein reiner Gewinn von 2650€ welches mir nun unterschlagen wird!

ich habe dem Casino mehrfach emails gesendet aber als Antwort kam nur einmal die email die ich als Anhang angehangen habe!

Ich habe mein Konto dort nie gesperrt sonst hätte ich ja auch kein Geld eingezahlt

Is something else happening here?

Passiert hier noch was ?

Hello Isco33,

Please forward the communication between you and the casino regarding this case to nikolas.b@casino.guru.

I have

Habe ich

Hello Isco33,

We still have not receive the communication between you and the casino as the e-mails you sent were just written text by you.

Can you please forward the requested information to the given e-mail address?

All the information I have is with them, if the casino doesn't respond to my questions then I can't send them any history! This is a lot of money and I need your help

Alle Infos die ich habe sind bei ihnen , wenn das Casino auf meine Fragen nicht reagiert dann kann ich ihnen auch keinen Verlauf zusenden ! Es geht hier um viel Geld und ich benötige ihre Hilfe

Hello Isco33,

I'm not sure we understand each other. I have requested you to forward the communication between you and Smokace Casino to nikolas.b@casino and all you forwarded was just written e-mails by you. Please provide the requested information within the next 7 days otherwise we will be forced to close the complaint.

I forwarded you an email from the casino and support yesterday!

Ich habe ihnen gestern eine email von dem Casino bzw. dem Support weitergeleitet !

Hello Isco33,

Based on the e-mail you forwarded, your were self-excluded in a sister casino. In such cases, the casino should not pay out any winnings you generated and only refund your deposit. Can you please advise if you did receive back your deposit?

No, I haven't received my deposits back either

Nein meine Einzahlungen habe ich auch nicht zurück erhalten

Hello Isco33 and thank you for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

How come ? When will something finally happen? Then the casino should at least refund my €350 deposit

Wieso ? Wann passiert endlich was ? Dann soll das Casino mir wenigstens meine 350€ Einzahlung erstatten

Hello Isco33,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can understand that it is not easy to just stop gambling when the temptation is great, the player's personal responsibility also plays an important role in these situations. Most good-rated casinos have measures in place to prevent players from creating new accounts when they were self-excluded, but quite often, player verification or checking if the player was self-excluded in sister casinos is done only once there is a withdrawal request. In such instances, players bear full responsibility for any potential financial losses.

I will contact the casino to if we can help.

We would like to invite Smokace Casino to join the conversation.

Dear Smokace Casino,

I understand it is not always possible to prevent players from creating new accounts when they are self-excluded in your sister casinos, especially in circumstances where different details have been entered at the beginning. Is it feasible for you to return the player's initial deposit?

Dear Michal,

We are providing information regarding this complaint.

We inform you that on November 13, 2023, the account was closed according to the following rules:

7.5. If a player closes their casino account due to a "gambling problem"/"loss of control over gambling"/"gambling addiction", then the player is prohibited from playing on casino partner sites.

The player agrees not to open a new account. The casino is not responsible for your opening a new account or any losses you may incur after opening a new account. We reserve the right to close an account created in violation of these rules at any time.

05/07/2020 The player himself closed his account due to gambling addiction in our subsidiary project.

09/10/2023 The player deliberately bypassed the blocking by providing other data and registering on our project.

Due to a violation of the project rules, the account was closed on 11/13/2023, and the balance of 2650 EUR was canceled.

An email was also sent to the player on November 13, 2023 with details.

We inform you that all actions regarding the player’s account were carried out strictly in accordance with the current rules of our casino.

Best wishes,

Smokace Casino Risk Department.

That's a lie ! I never had to enter incorrect data to get around everything! I have provided my correct data which corresponds to the truth! This casino and its operators are highly criminal

Das ist gelogen ! Ich habe niemals extra falsche Daten eingeben um alles zu umgehen ! Ich habe meine korrekten Daten die der Wahrheit entsprechen angegeben ! Dieses Casino und deren Betreiber sind höchst kriminell

Thank you for the response and provided evidence, Smokace Casino.

Dear Isco33,

We have received evidence from the casino team that you used different details when creating your Smokace account that you used on the casino partner sites. That's why the fact that you were self-excluded from a sister casino came to light only during the KYC and AML checks. Because of this fact, we can't disagree with the casino's decision to void your winnings and close your account, as you should not open your account like the casino team has mentioned above, citing their rule 7.5. In such instances, players bear full responsibility for any potential financial losses. However, we have reached a consensus to return your deposit, which, considering all the facts, is a fair approach from the casino. The casino team should provide an update once the refund is sent.

That sounds good, so I get €350 back! I agree with that

Das hört sich gut an , also bekomme ich 350€ zurück ! Bin ich mit einverstanden

Dear Isco33,

The Risk Department of Smokace Casino has reviewed the decision regarding your gaming account PLAYER1303811 and is ready to return the amount of your deposits for 350 EUR.

We ask you to provide the address of your cryptocurrency wallet or bank details (IBAN, BIC, holder name) to our financial department KYC@smokace.com.

Once you provide us with this information, a full refund will be issued.

Best wishes,

Smokace Casino Risk Department.

I just sent it to the email address

how long does the refund take?

Habe ich eben an die email Adresse gesendet

wie lange dauert die Erstattung ?

Dear Isco33,

Please be notified that the payment for your account has been successfully made. Please confirm receipt of the funds.

Best wishes,

Smokace Casino Risk Department.

When the money is there I will confirm it, nothing has been received at the moment

Wenn das Geld da ist werde ich es bestätigen , aktuell ist noch nichts eingegangen

Money has arrived, thank you

Geld ist angekommen , danke

Thank you for the confirmation, Isco33.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru