Smokace Casino - Player's account disabled and winnings are withheld.

Been playing here kinda active because decent bonus offers.

I made Sunday 2/7/2023 deposit 100e with 105% bonus and after wager I made 1430e+ withdraw (can't remember exact amount). I logged Monday night check if my withdraw was accepted to only find my account is disabled because "User is disabled because of gambling addiction". I have no gambling addiction (yes I've been active player here but nothing different than most players).

I went chat ask what's the problem and they said I have got email that explains, but I did not receive email, so I contacted support by email and got more info (see attach file).

I did not break any rules and did not use any strategy while wagering.

I have won here before and that time my withdraw was accepted just fine and I got my account verified same time.

Just want my winnings..

Dear AJ90,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Smokace Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player and since when was your account in the casino verified?
• Have you requested a self-exclusion in this or another casino in the past?
• Have you informed the casino at any time playing is causing you any sort of difficulties?
• Did the casino explain what will happen to your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hey,

1. I think been player about 4-6 month.
2. Never requested a self-exclusion in this or another casino in the past
3. No
4. Yes, cancelled

They say i used "strategy" because after win i was playing many slots same time but i was trying do wager faster by time...and playing 2-4 slot same time is not strategy!

Thanks for the explanation.

Do I understand correctly that you had multiple tabs on your browser open in the casino and wagered the bonus on 2-4 slot games at the same time? Could you please send me the correspondence you received from the casino about this? My email is tomas@casino.guru

Yes that is correct. send email.

Thanks for your email.

I can see the casino accused you of breaching this rule:

"3. Clients are not allowed to use any strategies when playing with an active bonus in order to meet bonus wagering requirements. If strategies are used, the administration reserves the right to cancel all of the Player's winnings."

• Do I understand that later they clarified the issue was concerning you opening multiple tabs in a browser in order to play?
• Could you please explain how long it took you to complete the wagering requirements of the bonus this way?
• Did the casino explain why they considered this behavior as a breach of their terms & conditions?

Hey, yes.

1. Do I understand that later they clarified the issue was concerning you opening multiple tabs in a browser in order to play? Yes, i opened 2-4 slot in new window (some casinos have multiplay option etc, its not strategy and i did not even realize it could been see as strategy)
2. Could you please explain how long it took you to complete the wagering requirements of the bonus this way? Cant remember but probably 2-3hour?
3. Did the casino explain why they considered this behavior as a breach of their terms & conditions? No, and i have same risk or probably higher risk if im playing 1 slot at time or 3..so why is that strategy? its not fair and especially because it did not read on bonus terms that you CANT PLAY 2 SLOT SAME TIME.

Got my account and money back, now trying withdraw!

Thanks for the update. I am glad to hear it.

Please let us know if you need any assistance with your withdrawal, or when the withdrawal reaches your bank account.

Hey i got my money, now all good!

Dear AJ90,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru