Smokace Casino - Pelaajan voitot takavarikoitu bonusehtojen vuoksi.

Hello Aleauzzass,

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 was your balance when you finished the wagering of the bonus? Was it automatically converted into real money? Was the balance anyhow capped when the wagering got finished? When was the last time you spoke to the casino and what was it about? Would it be possible to forward your betting history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

HI,

my profile has been verified since 04/18/2024. I verified my account before requesting withdrawals.

I don't remember the balance of my account once the bonus was wagered (I think around €1/2,000, but I remember that the balance automatically transformed into a real balance after the bonus was turned over and I was thus able to play another slot machine you could play with the real budget.

the balance has never been limited at the end of the bets.

the last time I spoke to the casino was yesterday to complain about their behavior but I didn't receive any response.

I don't know how to recover the entire game history, because the site doesn't allow you to download it, but only to view it on the screen.

I would like to point out that the site also offers tokens that I converted into a casino balance when my balance was around €30,000 and that the winnings could easily also derive from the token bet, therefore making it valid

Ciao,

il mio profilo è verificato dal 18/04/2024. Ho verificato il conto prima di richiedere i prelievi.

Non ricordo il saldo del mio conto una volta scommesso il bonus (penso intorno ai 1/2.000€, ma ricordo che automaticamente il saldo si è trasformato in saldo reale dopo il rigiro dello stesso e ho potuto così giocare ad un’altra slot a cui si poteva giocare con il bilancio real.

il saldo non è mai stato limitato al termine delle scommesse.

l’ultima volta che ho parlato con il casinò è stata ieri per reclamare il loro comportamento ma non ho ricevuto alcuna risposta.

Non saprei come recuperare l’intera cronologia di gioco, perché il sito non permette di scaricarla, ma solo di visionarla a schermo.

Ci tengo a precisare che il sito offre anche dei token che ho convertito in saldo casino quando il mio saldo era intorno ai 30.000€ e che la vincita potrebbe tranquillamente anche derivare dalla scommessa dei token, quindi rendendola valida

I would add that yesterday the VIP bonuses that were present in my bonus section (which they also write in the email) were eliminated.

They are actually no longer present.

And that's why the situation becomes even more suspicious.

If you wish, I can send you a screenshot and screen recording by email which certifies the date and day of my currently (empty) bonus section.

Thank you

Aggiungo che ieri i bonus vip che erano presenti nella mia sezione bonus (che scrivono anche loro nella mail), sono stati eliminati.

Non sono effettivamente più presenti.

Ed ecco perché la situazione diventa ancora più sospetta.

Nel caso vogliate posso inoltrare per email screenshot e registrazione schermo che attesta data e giorno della mia sezione bonus (vuota) attualmente.

grazie

Hello Aleauzzass,

Would it be possible to forward your full deposit, bonus and betting history to nikolas.b@casino.guru?

Hi Nick, it's been 7 days and we managed to stay at point 0?

As already mentioned, the site does not allow you to download your betting history.

For deposits I can send the screenshot, but I don't even have a trace of the honous received.

I honestly thought that in 7 days you had already contacted the casino.

At this point I sincerely hope that you are able to help me

Ciao Nick, sono passati 7 giorni e siamo riusciti a rimanere al punto 0?

Come già detto il sito non permette di scaricare la cronologia delle scommesse.

Per i depositi posso inviare lo screenshot, ma non ho nemmeno traccia del honus ricevuto.

Sinceramente pensavo che in 7 gg vi foste già messi in contatto con il casinò.

A questo punto spero vivamente che siate in grado di aiutarmi

Hello Aleauzzass,

Once the wagering of the bonus is finished, and the money is transferred to real money balance, the bonus terms should no longer apply. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Aleauzzass,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Smokace Casino team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

Which of the casino's Terms and Conditions were breached or applied in this case? Is the casino able to substantiate its claims and decision to confiscate the player's winnings with relevant evidence?

What was the user's balance at the time he met the wagering requirements and converted/moved to a real money balance? Were those winnings reduced to a 5x bonus amount at the time the WRs were met and the balance was converted to real money? If so, why should it be applied more than once to the player's winnings? If his balance was not capped at the maximum cashout amount upon meeting the WRs, did he, anytime during his play, decrease his balance under the 5x bonus amount limit? + Then when does deduction take place if not upon meeting the WRs?

Are players somehow informed, upon meeting the wagering requirements, that they have to withdraw their winnings and deposit them back to continue playing (besides general bonus rules)? Is there any notification or pop-up about it? What is the difference between continuing to play with such winnings and withdrawing and subsequently depositing such winnings back to continue playing?

Can you please provide us with the player's game logs and transaction/bonus history if they are not shown in his game logs?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hello team,

we hope you're doing well!

We will provide all the information on this incident in detail below. 

2024-04-19 12:48:11 - The client was given a no-deposit bonus of 110 EUR. With a limit on the maximum release amount and withdrawal of funds in case of its wagering. 

2024-04-19 13:03:34 - The client activated this bonus and started playing Down the Rails slot (Pragmatic Play).

2024-04-19 14:34:52 - the client fulfilled the condition of the wager. At the moment of bonus release the client had the sum of 756.75 EUR on his balance, which exceeded the maximum allowed amount of release and withdrawal. After that the client received 550 EUR on his real balance, and the amount of 201.75 EUR was canceled from his balance.

Also we would like to pay attention that as soon as the client played the bonus, he immediately got a pop-up window with the condition and regulations, and the client could not fail to see it, as he needs to close this window and only then he will be able to perform any actions with his account. 

The client closed this pop-up, as we understand not having familiarized himself with the regulations and continued to play this slot. 

Then the client moved on to play another slot Gates of Olympus (Pragmatic Play), where he won a sum that reached 21129.8 EUR. 

2024-04-19 15:00:30 - the client made a withdrawal request in the amount of 3000 EUR, and then continued playing, ignoring the regulations of the project and this bonus. 

According to the regulations of the project and no deposit bonus: 

1.1 The maximum funds amount available to the user after wagering a no-deposit bonus, including a no-deposit bonus received in the Bonus Shop, will be x5 of the bonus amount or funds received from free spins. Any winnings exceeding this amount will be forfeited.

1.2 Please note that you must first claim the winnings received from the no deposit bonus, and then, when withdrawing, make a new deposit in order to continue playing without winning limits.

Thus the client ignored all the terms and conditions of this bonus. 

Accordingly, the amount of the client was brought to the maximum available according to this bonus - 550 EUR, and the balance was canceled. 

Thus, the customer ignored the brand regulations he agreed to when registering, he also ignored the pop-up with the rules. 

We can provide all data and evidence from our side if required. 

Best regards,

Smokace team.

I feel like intervening on Smokace's response.

I dispute the casino's claims.

First of all, no amount was deducted from my balance, nor was I notified by any pop-up.

I also dispute the amount with which I switched from one slot to another.

I absolutely did not leave Down Town with the balance you claim, but higher.

Furthermore, I have written several times to your VIP support and manager that I have redeemed the tokens that the site makes available several times, thus increasing my balance with real money (where you don't even report T&Cs) and with those I continued to play, further increasing my balance.

I NEVER received a response regarding the tokens. You even confiscated the tokens that were in my balance.

I repeat and ask again (this time publicly), how can you say that my balance, once the tokens have been redeemed, has not been increased by them? Furthermore, you confiscated the entire amount, misappropriating my tokens.

I believe the win is real since the tokens were redeemed, added to the real balance and won further with those. I have also NEVER been notified with a pop-up of the bonus reroll, I have not switched from one slot to another with the balance you claim and I have never had anything deducted from my balance.

I would add that when scrolling through my game history there are some holes, not many plays appear. Luckily I have screen recording and screenshots (which I post).

Also screenshot, which is just an example because there are many plays missing in the game history. I have screenshots and screen recordings to prove it.

Thank you

Mi sento di intervenire sulla risposta di Smokace.

Contesto le affermazioni del casinò.

Prima di tutto dal mio saldo non è stata detratta nessuna cifra e tantomeno sono stato avvisato da alcun pop-up.

Contesto anche la cifra con cui son passato da una slot all’altra.

Non sono assolutamente uscito dalla Down Town con il saldo che affermate voi, ma superiore.

Inoltre ho scritto più volte al vostro supporto e manager vip che ho riscattato più volte i token che il sito mette a disposizione, incrementando così il mio saldo con soldi reali (dove nemmeno riportate T&C) e con quelli ho continuato a giocare aumentando ulteriormente il mio saldo.

Non ho MAI ricevuto risposta in merito ai token. Avete addirittura confiscato i token che erano presenti nel mio saldo.

Ripeto e chiedo nuovamente (questa volta pubblicamente) , come fate a dire che il mio saldo, una volta riscattati i token, non sia stato incrementato dagli stessi? Inoltre avete confiscato l’intero importo, appropriandovi indebitamente dei miei token.

Ritengo che la vincita sia reale dal momento che i token son stati riscattati, aggiunti al saldo reale e con quelli vinto ulteriormento. Inoltre non sono MAI stato avvisato con un pop-up del rigiro del bonus, non sono passato da una slot all’altra con il saldo che affermate e non mi è mai stato detratto niente dal saldo.

Aggiungo che scorrendo la mia game histoy ci sono dei buchi, non appaiono moltissime giocate. Fortunatamente ho registrazione schermo e screenshot (che invio).

Inoltre screenshot, il quale è solo un esempio perché mancano moltissime giocate nella game history. Ho screenshot e registrazioni schermo che lo dimostrano.

Grazie

Hi Branislav,

through careful research and thanks to the history of Trueplay Explorer (company that provides the tokens for Smokace), I was able to find the entire history of my bets with the tokens.

Here is the latest "substantial" win I made at the Olympus 1000 with the use of tokens. I therefore believe that the win is ABSOLUTELY LEGITIMATE.

Thank you

Ciao Branislav,

tramite un’attenta ricerca e grazie alla cronologia di Trueplay Explorer (azienda che fornisce i token per Smokace), sono riuscito a trovare l’intera cronologia delle mie scommesse con i token.

Vi posto l’ultima "sostanziosa" vincita che ho fatto all’Olympus 1000 con l’utilizzo dei token. Ritengo perciò che la vincita sia ASSOLUTAMENTE LEGITTIMA.

Grazie

Thank you for your replies and additional information. We will definitely need more details and supporting evidence from the casino to review the matter sufficiently on our side. Several things are still unclear.

Dear Smokace team,

Thank you for the clarification.

As I asked for it earlier and you offered such an option yourself, can you please provide us with the user's:

• Game logs
• Transaction and bonus history if this data is not visible in the game logs
• More details regarding the token(s) the complainant mentioned, with the information on whether the disputed winnings were accumulated with it
• A screenshot of an example pop-up that is displayed to players upon meeting the wagering requirements and the information on whether there could have been any technical issue with pop-ups at the time the player met the WRs, whether everything worked well and properly

I am aware of the difficulty of my request, however, reviewing all the required data/evidence will help us to move forward with the case significantly.

Feel free to send everything to my email (branislav.b@casino.guru).