Smokace Casino - general discussion (page 8)

Regarding your response which I have only now read, I invite you to read my last sentence

"I asked them to suspend the gaming activity and they didn't want to do it. Now I'm sure you will stand by them despite the evidence that they acted in a shady way to make me lose everything."

As you can see, I was right and as you wrote before, the behavior of the casino is not correct.

"I'm also a little perplexed by the fact that you tell them about the cooling off period until they pay you and on the other hand they say they can't close your account. That doesn't seem normal to me."

So the casino can block the gaming account on its own initiative after having obtained winnings, whereas if I ask for it to protect the won balance I cannot do it!

And meanwhile my complaint was embarrassingly thrown in the bin.

I'll make everything public.

I would be happy if your request would be granted but I don't assign complaints, I am just an admin on the forum, so I have no powers in this area. 

However, I personally would probably try to write a complaint to an authority as well because what you say doesn't seem completely illogical to me. Do you think you'll try it ? 

It's not at all about what kind of casino it is, if you'd done it at any other casino, it would have turned out the same way. You have to take into account what you have been told. 

And sure, it's really an absurd request to ask for help to recover your game history.

Of course, you are not obligated to do anything.

But since you say you help players solve problems with casinos, one expects you to help them recover their history. A very simple case given your team with years of experience.

But I no longer want to argue with those who clearly skirt around questions without ever actually answering them.

Fortunately it is all public and the remaining members of the site will have the opportunity to form their own opinion on the matter

Yes, but you have to understand that it has to be based on something. When you go to the office to ask for a document from their system, they also need to know what it is for and they don't just give it to you. We don't have the power to enforce anything on the basis of anything from the casino. 

Of course, it's not about arguing, but trying to understand how things are. Everybody has to adjust certain procedures. 

Okay, let's put it this way:

Soon after my complaint was closed by you, Smokace casino closed my account on the grounds of "gambling problems".

On no basis since after the confiscation I suffered, I never paid into the casino again. But a month later they still decided to close the account with this reason and without providing or communicating to me a justification in this regard.

First point to clarify.

Second point to clarify, directly linked to the first, is the recovery of my game history.

So is it more acceptable as a speech?

Can you at least try to give me a hand?

I'm waiting

Antillephone authority trashes complaints as does your Nick so it is useless to send complaints. Since you do not find my complaint illogical, it would be interesting to understand why Nick did not consider it valid.

You can open a complaint and see if the team will be able to help you or not, based on what you say. I don't deal with complaints and I don't want to tell players in certain cases that we will definitely help them when it doesn't have to be that way. That has to be evaluated by our experts. We cannot arbitrarily start to solve something without a complaint. 

Yet another untrue statement.

Do you think I haven't already tried to open another complaint regarding this issue?

Do you really think he's just a guy who likes to talk and complain and that's it?

And guess how my request to open a complaint went?

Rejected. You tell me I can't open a complaint similar to the one I already opened.

What phenomena. Who knows if sooner or later the beautiful castle of Casinò Guru will collapse

Reading many complaints there are several questionable points about your system.

First of all when you exchange emails between you and the casino with the player who is the one directly involved who must remain in the dark. I really don't understand this.

If I am the injured party, the evidence must be sent to me and not to a third party.

Then, when it comes to responsible gaming, you always focus on the same parameter that in order to request the suspension of an account, you have to declare that you are a problem player.

You know that some casinos no longer process withdrawals with the self-excluded account?? And you can no longer log in to make new withdrawals??

In my case I just had to suspend my gaming activity as per their terms and conditions in order to be able to enter new withdrawals after the hypothetical investigation into my gaming session was completed (then we all know and you too that that was just a fraudulent tactic of the casino!).

So I would like to reopen a new complaint based on these elements but I absolutely do not want the complaint to be handled by Nick!

This is the irrefutable evidence that the casino does not allow a break from playing with an active balance even if you ask for a self-exclusion for gambling problems as stated by Nick.

So what do we do?

Are we giving the casino the right?

A player has no responsible gambling tool to not lose their winnings. This is predatory and illegal because it does not respect what they write in the T&C which represents the gaming contract.

If we violate even a single comma of their terms and conditions they confiscate our winnings while they can do whatever they want.

I am amazed that you sponsor this casino and give it a great reputation too. Kudos!

I await the reopening of the complaint based on this evidence.

I am willing to give a 20% reward in case of success.

Hi Jaro, could you forward my last message with screenshots to Nick to ask him to reopen the complaint?

Having already requested the reopening of the complaint, I am unable to attach the new evidence.

Thank you

It is likely that you believe everyone is aware of your circumstances and that any information that is lacking or ambiguous is false. I believe I understand that because I typically experience the same thing when speaking with the mobile provider.

Nevertheless, I wanted to make it clear that, as administrators, we are not involved in the process, including reopen requests, and have little to do with complaints. Furthermore, we are not aware of any relevant Skype information exchanges or email exchanges. Please make an effort to remember that. Jaro tries his hardest to stay up to date with your concerns, ideas, and opinions even in these circumstances, but it is difficult without accessing each case personally. Still, we try to keep up even with the most complicated complaints, as far as we understand players simply want to address such complaints.

This is all I wanted you to know.

Hello, carsix79. It has been a while.

Jaro is really concerned about this situation, I would say.

We had a quick conversation yesterday regarding your denied complaint and the request for reopening.

Although I can not say that the entire Community Team fully understood every incident described in the complaints, we still want to talk to the Complaint Team about the procedure and the result. I kindly request your patience as we need to schedule an online meeting in order to proceed with this.

With any luck, we will have something new to add in the upcoming week.

Hello Radka,

When I say "yet another untrue statement," I say it with full knowledge of the facts.

Do you want a little example?

The casino and Branislav claim that my balance was decreased immediately after the bonus was rolled over. Even after viewing my game history, which was seen by everyone except the person concerned.

However, unfortunately for the casino and for you, the transactions are stored on the blockchain and they speak clearly.

Looking at the transactions, after the bonus was rolled over, it is clear that the statements of the casino and Branislav are not true (I have the screenshots). Simply because if there had been a reduction in the balance, I would not have been able to make bets of a certain amount (bonus purchase). But I have the screenshots that speak for themselves.

Secondly, when you play with an active bonus, the tokens are not collected. Since the casino transfers them to the real balance, the tokens start to be collected.

So simple reasoning to understand.

Now, after you have eventually answered my questions and statements I ask you. Why was invalid information provided by your colleague?

I repeat, unfortunately the transactions written on blockchain speak clearly

It would be much appreciated.

I have clearly and fully demonstrated that I could not self-exclude or suspend the account as the casino refuses to do so with an active balance even if I wrote it in the form indicated by Nick.

I simply relied on what is written in the gaming contract that must be respected by the player but also by the casino.

I would not have lost €33,000 if they had honored my request as stated in the T&Cs.

The casino also boasts of taking responsible gaming seriously but then follows the opposite and in my case fraudulent conduct. The joke is also that following my losses they closed my account for problem gambling reasons and I continue to receive promotional emails from them.

I also don't want any other players to be harmed by Smokace's irresponsible practices.

Carsix, I am an Italian user, can we discuss on Instagram if you have it? I would like to discuss with someone who may have had more experiences than me

Here's what you added again. Reopening of complaint rejected even in the face of the evidence of my evidence.

"The new information you have provided us is not sufficient to change the circumstances under which the complaint was closed and does not justify reopening it. We will only reopen a complaint if we have new information indicating that the complaint was closed unfairly."

So you didn't consider the evidence I sent you or you simply deny the evidence?

I was even about to believe your words, but they were just the usual farce.

So it's official that you are siding with a casino that violates its T&Cs and does not apply self-exclusion from gaming with an active balance. Shame!!

The fact that Jaro didn't respond anymore could it be because you silenced him after he dared to agree with me on the facts?

This could definitely fit into your methods.

However, I await your clear and definitive statement on the fact that Smokace does not apply self-exclusion (even for gambling problems) with an active balance violating its T & C.

I'm really curious to know what your impartial position is, if you have one.

If you have any relevant evidence that Branislav may have overlooked, you can try to reopen the complaint. But every complaint is as important to us as the players. I think he tried hard enough and found out everything he needed to come to the conclusion he did. He looked at every single piece of evidence and it certainly wasn't taken lightly. Also, the communication with the casino was certainly important and it was on the basis of that that it ended up the way it did. So as I said, if you have what it takes, you can try again, but if not, I'm afraid I won't be able to help you anymore.

Hi, I talked to our team about the whole situation and I also asked about important things regarding your case. 

We have concluded that you need to send the following in order to be reopened. You wrote in your complaint that "Even via chat I had asked if it was possible to self-exclude and still be able to access the account to enter new withdrawal requests and the answer was NO!"

So if you have proof that you have told the casino if it is possible to self-exclude and withdraw money, then we will look into your case further. This is quite relevant information and therefore you were denied a reopening because you did not submit anything like that. Do you have any information about this particular matter that you have notified the casino of ? If yes, you can post a screenshot from the chat or email.