Smokace Casino - general discussion (page 7)

Oh yes? So you're basically telling me that you don't only settle cases if there's an amount in the dispute?

And what about cases of account closure due to gambling addiction where no amount is mentioned? You have some cases handled where no amount is claimed.

And then, you should write in your "about us" section that you only resolve cases where a monetary amount is disputed.

Then add, "of course it's fine to try." Ok so why don't you try to help me get it? CONCRETELY.

Then another question:

In your opinion, is it correct for a casino to provide tokens and not list any terms and conditions on their site?

And what's more, arbitrarily decide to confiscate them by regulating the tokens as they like, without notifying customers in any way?

As if they provided a service (such as bonuses or cash withdrawals) and did not report rules on them and behaved as they pleased in regulating the service.

It doesn't seem like very legitimate and loyal behavior to me.

I await your opinion.

I would also like to add that the casino provides game history. You yourselves also received it.

But Branislav refused to help me retrieve it.

Are you telling me publicly that you are unable to help me recover my game history just because I don't request any specific monetary compensation from it?

I also ask you:

• In your opinion, is it correct to provide the game history but make part of it disappear from the website? And then put the player in a position to no longer be able to recover it in any way?

I have the screen recordings to prove it.

Ah, in all this you received my game history.

That is, I am the only party who for some unknown reason cannot receive it.

I await your responses to all points.

Thank you

Smokace continues to withhold more than €30,000 from me without letting me withdraw it.

Why isn't my complaint being handled?

You have to be a little more patient. You are not the only one who has a complaint and the timer on the top right says we have one more day to respond. Just like other cases, we are dealing with yours too, you just have to hang in there. 

Aleauzzass is right you are colluding with this casino and with all the casinos that have your logo on the footer..

You can say what you want but that's how it is!

As soon as I opened the complaint here ten minutes later they immediately blocked my account without the possibility of withdrawing.

I asked them to stop playing and they didn't want to do it. Now I'm sure you will stand with them despite the evidence that they acted shady to make me lose everything.

I hope they spend it all on medicine.

I'm still waiting for them to help me recover my game history.

Have you by any chance seen a response from them to my previous messages? Nothing, no response.

I'm even ignored.

Yet they claim to help players solve problems with casinos.

Pure false self advertising

Hi Redka,

Refer to your statement "Our primary goal is to resolve matters relating to disputed amounts. If, for example, you submit a complaint regarding "missing" gaming history without a direct effect on your ability to withdraw money, I would say the request could be rejected."

I would advise you to look at the complaints more carefully, because you have handled many where no amount was claimed. But simply unexpected account closure, verification problems, etc.

To give you a small example, check the complaints of Nemokid, which I don't know personally, but it has several complaints, approved (and some resolved) where no amount was contested.

However, I am awaiting your response to this and previous messages.

Thank you

I am truly outraged by Nick's response to my complaint. I really have no words...

He writes to me that I had to ask for self-exclusion when I did and they didn't grant it because I had a credit balance.

I followed the instructions on the casino website and despite this the casino refuses to apply the suspension of the gaming account.

And Nick is on the casino's side!

Do you really think you still have credibility????

Say it, you don't resolve the complaints of the casinos that sponsor you on their site, so at least you don't waste people's time!

This is paragraph 4 of their terms and conditions:

This is my request for suspension from the gaming activity contractually foreseen by the casino

This is their response

My question is: did I follow the casino guidelines stated in their terms and conditions?

Has the casino fulfilled its duty and obligation to honor my request?

This is not correct and I would like you to avoid similar views if you want to continue contributing to this forum. I would hate for you to be banned just for generalizing what is not true at all. If we colluded with the casino do you think we would try to help you ? It doesn't make sense. 

It's their decision, not ours, that the casino blocked your account. 

As far as your position is concerned, it has been closed and it has been clearly explained why. Once it is closed, you will not get further answers unless the thread is reopened. So it's not ignoring anything. Do you really think that if the casino sends some evidence that it will be shared with the players ? If a player came to the casino and knowingly went to violate the terms and conditions (I'm not saying it's you), he would succeed, the casino would give us the evidence, we would send it to the player, do you really think he wouldn't somehow come around again somewhere else ? In some casinos you don't get any explanation of what happened and they close your account. We have tried to explain everything that was possible and it is still not enough for you. 

For the umpteenth time I ask for your help in recovering my game history.

Do you want to help me or not?

And if you don't want to, you must clearly explain to me why.

The reason that you only manage complaints where an amount is disputed is not true, given the various complaints managed without a disputed amount.

Then for the rest I asked some simple questions.

Forums are created to share opinions right? It is probably simply inconvenient for you to answer some questions and you always get rid of them by saying "we have already handled your case".

Again, are you willing to help me recover my game history?

At least we can understand if you really have an interest in helping players or not

In this case, I would like to know if the casino has also stated somewhere that if you have an active withdrawal and a real balance, they cannot close your account. Because I think that would be pretty important and you don't mention that they have something like that. I'm also a bit puzzled by the fact that you tell them about the cooling off period until they pay you out and on the other hand they say that they can't close your account. That doesn't seem normal to me. 

Anyway, we will see what happens next and how it goes.

I would say that the casino is under no obligation to give you your game history. But Radka described it pretty well, and that unless your case is directly related to the casino not wanting to pay you money or something like that, they don't have to give it to you, and neither do us. If it is otherwise and you have a problem, then file a complaint and maybe it will turn out differently. 

Nowhere in their terms and conditions does it say that they cannot suspend the account with an active balance also because it would be absurd and senseless. If I want to suspend the account with an active balance how else should I do it? In all the casinos where I requested a break period it was applied without problems!

Meanwhile, the great Nick closed my complaint as unjustified after I clearly explained everything to him.

Give me the opportunity to have the complaint handled by another operator because what Nick did is beyond all logic.

CRAZY! This answer speaks for itself.

We have officially received the answer that you have no intention of defending the interests of the players when it comes to Smokace.

Embarrassing

Dude you will not get support from anyone in this site.

By now the situation is very clear and it was they themselves who removed any kind of doubt from us

Look, I'm pissed off like a beast.

I still can't believe what happened.

All casinos that display the Casino guru logo on their site have super ratings and legitimate player complaints are never considered.

Rather than being on the right side, they close the complaint in your face with justifications without logic.

Now I'll see if they'll let me reopen my complaint with another operator, otherwise I already have in mind what to do

Give me your email please. We can think about organizing something together

marco-rocco@libero.it