Smokace Casino - general discussion (page 6)

The thing that worries me the most is that I have read many complaints from players who have suddenly had their accounts blocked and their winnings withheld. In these cases, the casino gave money laundering as a bizarre motivation. As if a player uses a casino to launder a few thousand euros!

The thing that baffles and worries me is that the casino guru in these cases has always agreed with the casino without giving the player the right to reply.

On what basis can you prove this?

They also blocked my account saying that they have to verify the gaming session with the provider. Usual nonsense and then come up with some excuse not to pay. I haven't used bonuses so what should they investigate?? When you lose they investigate why you lost??

I hope for their sake that they don't want to scam me because they found the wrong person to do it

The embarrassing thing is that in my complaint Smokace and Casino Guru exchanged my gaming history and in this entire process I never received it.

I asked for it at the casino and they never answered me.

I asked Casino Guru to send it to me and they refused, saying that it is not their place to send it to me and they only managed to tell me that if I want it I have to go to the authorities. SCANDALOUS!

Let's talk about MY history, therefore MY gaming data.

I think it's clear that something isn't right in this Smokace and Casino Guru relationship

Plus my transactions are deposited on the Trueplay blockchain (having also used tokens to play).

And yet my winnings were cancelled. Crazy

Hi there 👋 bro,

Are you still waiting money from Pragmatic play tournament?

No, I received those because they are paid directly by Pragmatic.

I had 495k cancelled.

You can also read my complaint.

My winnings have been limited twice. In addition, I also used the tokens that they provide in the casino in the balance.

My game history has disappeared from the site (I have the screen recordings to prove it) and no one wants to send it to me.

They claimed that the site notified me of the end of the bonus with a pop-up, but the pop-up never arrived.

In short, a pack of lies.

They confiscated everything anyway.

If you read what I wrote before answering you, I too am having many doubts.

Many players have had their gaming accounts blocked for suspected money laundering (a few thousand euros, stuff that would make chickens laugh) and casino guru has resoundingly agreed with the casino without the right to reply to the player.

They closed my account with three different messages in this chronological order

-Unable to get user balance from Trueplay (what is Trueplay??)

-User disabled due to gaming problems (never asked this casino for self-exclusion)

-finally they sent me an email saying that they have to contact the provider to examine the gaming session and that it will take two weeks and my money cannot be withdrawn!!

They also closed my account on the grounds of addiction.

Too bad that after the confiscation I no longer have any deposit on their site and the account was magically closed after I submitted the complaint to Casino Guru.

There is a smell of dirty situations

Wait are you telling me they blocked your account after you opened the complaint here??

The same happened to me too!

I opened a complaint due to non-compliance with withdrawal policies. They wouldn't let me load more than one withdrawal even though their T&C states that you can load three at the same time per day.

And less than 10 minutes after submitting my complaint (which is still under review) they blocked my gaming account!!

You didn't received nothing from that half of million?

This seems a little strange, doesn't it?

Absolutely nothing, not even a euro.

They even confiscated and invalidated the tokens I had accumulated while playing.

As well as obviously making my game history disappear.

I repeat, and I write publicly, that I consider Casino Guru who (having received my history from the casino) must provide it to me or at least help me recover it. Obviously hoping that it will not be manipulated in any way

To answer your question about Trueplay:

It is a company that develops and produces crypto for online gaming.

They provide tokens and wallets to casinos, which the casinos then give as a cashback reward for the games they make.

All transactions are recorded on the blockchain, but they still arbitrarily decide to confiscate your bets.

The smokace ones are called SMOKY.

Ah, I forgot, the casino does not report any terms and conditions of the tokens (not respecting the terms and conditions signed with Trueplay) and they decide how to manage them as they like. Without giving any rules.

This seems to me to be fairly against the fair code of online gaming

Hello there. Did you get any explanation from the casino regarding this? If it is written in their terms that you can make up to 3 withdrawals, they should really allow you to do so.

Our complaint team will soon view your complaint and they will get in touch with you. Just please give us some time, as we experienced a very high volume of complaints during this summer holiday season.🙏

Are you able to get in touch with the casino now, or has there been no response from their side after blocking your account?

I did go through all the complaints for this casino and found out that, except some unjustified ones or where players stopped responding, there are many complaints which were marked as resolved. This shows that the casino is really willing to cooperate with our team, so hopefully your case will also be solved in the best possible way.

We always cooperate with the casino and the player to ensure fair play on both sides. So there is nothing hidden, and everyone can clearly see what is going on in each complaint. There is nothing to hide from our side at all.

Only if there is some kind of proof from one of the sides can we make the decision in each case. And every player or the casino has the right to reply or even reopen the case after it has been closed if they do not agree with it. If there is some more proof provided, we will surely investigate further every time.

We are really sorry that we were not able to help you any further. Only the casino has the right to provide the history to you, and therefore our team is not able to share it with anyone.

Have you tried to contact the licensing authority, as Branislav suggested to you?

They wrote to me that an investigation into the gaming sessions is underway and they are awaiting a response from the provider.

I asked which provider and they don't want to tell me. I haven't used bonuses so it's clear that I'm suspicious.

My concern is with complaints marked as unjustified where the casino has blocked the player's account accusing them of money laundering.

There are many reports of similar cases on Trustpilot. It seems like a predatory casino strategy to freeze accounts after a win and make excuses not to pay.

I wonder on what basis casino guru is on the side of the casino especially when the player is accused of money laundering. How do you prove it if you don't even give the player the right to reply?

Since you say you help players resolve disputes with casinos, I ask you publicly:

Can you kindly help me recover my game history?

I think it's a very simple request for a team like yours and definitely simpler than the disputes you normally receive.

Thank you

Hello carsix79,

In such situations, during the complaint process, the casino must prove without any doubt that the player has committed such a fraud. Even though there is a chance we would not share the evidence with the player, the request is part of the process.

"How do you prove it if you don't even give the player the right to reply?"

The whole process is set to present the player's point of view and the casino's alike. Both sides can respond.

If the casino refuses, the cases will be closed as unjustified or with other options within the same category. The point is that the Team is not on any side. It's a process of collecting information, evidence, and finding possible resolutions.

Frankly, reports from Trust Pilot won't provide much information until the players submit official complaints.

Hello there.

It depends on the circumstances. Does the casino provide gaming history? Even these days, some casinos claim their system can't do that in a reasonable format. I have also seen "I'm sorry, the platform does not support that."

Our main purpose is to resolve issues concerning disputed amounts. If you, for instance, submit a complaint concerning "missing" gaming history without direct affect on your ability to withdraw money, I'd say the request may end up being rejected. Though this part is my guess based on the previously rejected complaits.

Of course, trying that is perfectly fine.