Smokace Casino - general discussion (page 9)

Keep not answering direct questions. You are already making a bad impression on me and other players.

I don't intend to get a response from you, because I'm no longer interested in reading your responses.

Rest assured that I will not stop here, also because I already have someone who wants to help me legally.

Of course we will evaluate everything, even the information provided by you. Because we cannot overlook any detail.

Greetings

Dear Jaro I had already sent you the screenshots with the proof that this casino does not allow you to save your winnings if you have an active balance. I asked you to forward them to Nick.

Smokace can block your account upon request only with zero balance, that is, when it is of no use!!

Anyway, above I'm sending you the two most relevant screenshots again.

Even if I had mentioned gambling issues in the emails I sent to the casino, they would not have suspended my account.

Also, if you self-exclude yourself for gambling problems, many casinos will no longer allow you to withdraw until the self-exclusion expires. In practice, I would no longer have been able to log into my account and enter new withdrawals (I had a balance of €30,000!)

I simply followed the procedure indicated in paragraph 4 of their terms and conditions and that is what has contractual value between the casino and the player.

I wanted to suspend the game activity but be able to continue to log into the account to withdraw. See attached email

I thought that after all the evidence I have sent you so far the situation was clear but it seems that you are beating around the bush on purpose to not understand. Not you but those who handle the complaints.

I understand that Nick doesn't want to go against an affiliate casino but then don't waste people's time. It will seem like a coincidence that almost all casinos with your logo on the site have no unresolved complaints.

I thought you sent these screenshots to the reopen request. I didn't work over the weekend, so I didn't see your reply, but I sent these screenshots again to our team and they told me that tomorrow on the call we have they will deal with it further. So I think there might be some chance for a reopening. So thank you for sending what was needed and I hope we can help. 

I would still like to ask. When did this conversation take place, do you have a date ? 

I spoke in chat the day before or the same day I sent the email to support, so on August 4th or 5th, because I wanted to know why I was no longer able to insert new problems and why the ones I had already inserted were not being paid yet.

And in any case the casino was already aware of my gambling problems since as soon as I made the first withdrawal it blocked my account with this message:

and that's why he followed this strategy:

-Payment and withdrawal blocking for 14 days with fake game session investigation

-leave the gaming activity open with the potential possibility of losing the winnings already obtained

-failure to grant a break from play after my repeated request

-permanent game account blocking after I lost everything (balance and withdrawals) by interrupting communication via email.

This is the definitive proof that they do not allow the suspension or self-exclusion of the account with an active balance and/or pending withdrawals.

The nice thing is that at the top they write that the player can block the account at any time and that the funds will be paid by contacting support via email.

Then at the bottom they say the opposite.

And then they boast about applying the BEST responsible gaming systems

Yes it's quite nonsensically written and it contradicts these statements you marked on the first screenshot. But at least I know that the casino has it in the Terms and Conditions and that's why they told you. 

Anyway, I would need to know when the conversation I asked about took place. That's pretty important to me when we talk about this tomorrow. Can you answer that for me, please? 

I already replied to you but the post is awaiting publication.

I used the chat the day before or the same day I sent the email to ask for the account suspension. So on August 4th or 5th.

I complained that the withdrawals were not paid and I could not enter new ones (I had €30,000 in balance). Then I asked to apply self-exclusion from gaming activity so as not to lose the winnings and I was told that it was not possible because I had an active balance.

I honestly didn't read the Account Blocking section that I just forwarded to you because I thought all the information was given in the Responsible Gaming section. I followed those instructions assuming that my request would be accepted.

It is clear that the casino's intent is to create confusion and not to protect players.

The question now is: can a casino refuse to grant a player a break just because they have an active balance? Do the terms and conditions clearly explain this?

In this case, the player has no tools to protect their winnings. Does this meet your responsible gaming standards?

If this is fair to you and not attributable to a fraudulent tactic then I throw up my hands and surrender.

Protect your own winnings by not being tempted to lose any of what you have won. If they close your account they could use that as an excuse to void your winnings so tread carefully in making this decision. Just leave it alone until it's in your bank account!!

You are right, in fact I had asked for a suspension from gaming activity with the possibility of inserting new withdrawals as provided for in their Terms and Conditions but they denied it to me.

You'll see that we'll both recover our winnings. Even though someone is getting in the way at all costs

Hmmm, I thought this screenshot came to you at the end when you lost everything. 

As for the fact that they might have been doing checks on your game session, that doesn't have to be fake at all. It's normal if you win a big amount like you did. 

But we'll see what happens today and if your complaint will be reopened. I don't want to make any promises in order not to deceive you. 

I'm also having problems with this Casino! Smokeace! I've been trying to make a withdrawal since last week and I can't! Every time they ask for the same information I've already sent or new information! Even information from a bank account that isn't even mine, they want me to provide! I've only made 2 deposits there! One on 20/06 that I played the amount deposited and lost the entire balance! And another on August 6th! I've even sent them the information about the 20/06 deposit! I couldn't send any prints of the one from August 6th! Because the bank doesn't allow screenshots! But I sent other documents that prove the veracity of the information I provided! But they always make it difficult! It is clear to me that this is not a conference! It's a con job! In order not to pay, not to make the withdrawal! I would like your help! I saw here on the forum that someone had this problem too, the bank not allowing the screen capture! If you could come forward and help me! How did you manage to solve this with Casino? Thank you in advance for your help!!!

Hi there, I'm sorry your situation is so complicated.

I want to start by pointing out that Tomas addressed your complaint. The message, which initiates the team's information-gathering phase from the player, is fairly general.

Feel free to access the complaint here 👈

The reason the casino is asking you to validate a bank account that you do not own must have a good and reasonable explanation, but it still needs to be looked into.

Regarding the screenshot issue, some banking apps are protected from being recorded and screenshotted.

The casino's requirements might seem unreasonable to someone who is not accustomed to these security precautions. I am fairly familiar with that feeling.

Will you attempt to solve this problem with me? Let's try something.

It would be best, in my opinion, to contact your banking advisor—or whoever they are called in your country—and request any kind of statement that you have been attempting to obtain through the app.

Are you able to give it a try? Generally speaking, compliance is the simplest course of action, even if we do not agree with the request. My personal experiences have shown that opposing the casino during the KYC procedure only causes more hold-ups. 🙁 Of course, I am not claiming that this is your circumstance.

In any case, let me know what you think about contacting the bank, please.

I sent a statement and they accepted it, I sent the card but they haven't responded yet, could you contact them?

Get the bank to send you a pdf of the deposit transaction and upload it on live chat or email not too complicated

Hi, maybe there is something else they need to check. Has the casino commented on the card ? I would try to be patient and keep a cool head because they have some time to sort it out. We specifically give casinos 14 days for KYC and withdrawals. 

Also, as far as ever contacting the casino, you have to have a complaint filed with us, which I see is not your case. But I would try to give them some more time and see if it goes any further. If not, then you can lodge a complaint and we will try to help. 🙂

Well, I hope it's not an email problem, because I received a service email, the live chat doesn't work otherwise I would have sent the documents there, I would like to understand if it's possible to have their contact through you

If you filed a complaint and nothing was resolved then we would contact the casino. But not before 14 days have passed. Of course, if the email doesn't work then it's probably not the easiest thing to rely on. Just give it some time and if the casino doesn't get back to you and your documents are not approved or rejected, feel free to contact us and we'll see what we can do. 

Deal ? 

Perfect, no problem, I have all the documents, I'll let you know if anything changes

jaro I think I need you to contact the casino because my email I don't know why, but with their email it doesn't work and it doesn't send me the message, do you have a method with which I can send them the documents?