Smokace Casino - Player’s account has been blocked.

Hello, I deposited money directly from my bank account through astropay.

I played and won, it did not let me withdraw because it was not the same method (THE ASTROPAY METHOD DOES NOT APPEAR), I send email and they do not respond.

I deposit cryptocurrencies and continue playing, when I reach the money played and available for withdrawal, it allows me to withdraw 75,000 ARS.

Question that they did not release my money yesterday, and today I find my account blocked.

I have my KYC done correctly, I earned my money legally.

I don't understand the problem of this. I WANT MY MONEY and they don't answer me by any means.

THE WORST CASINO, scammers.

Dear alexisolivari8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello Petronela, I've been playing in this casino for a month. and it was verified by them through kyc.

slots were the games. no bonus was all.

Actualizo la respuesta del casino.

Risk-Department of Smokace Casino has conducted a thorough review of your login PLAYER897266.

Account PLAYER897266 - did not pass the casino security check.

A detailed check of your account revealed a violation of the project rules, namely:

2.6. You also agree not to create duplicate accounts; each user is only permitted to create one. The account cannot be duplicated using any other person, family, address (postal or IP), or email address associated with the device. Accounts other than the primary account are considered duplicates.

Previously, you registered an account with the login PLAYER885894, on which you made deposits and made bets.

Due to a violation of the project rules, your balance has been canceled, and your PLAYER897266 account has been closed without the right to reopen.

According to the project regulations, you are allowed to play on your PLAYER885894 account - this account is your main one.

The Casino is not responsible for your opening a new account and any losses you may incur after opening a new account. We reserve the right to close an account created in violation of these rules at any time.

This decision is final and not subject to revision.

If you have any questions, we will be happy to help you by Live Chat or Email. support@smokace.com

They allowed me to create an account with an email that was misspelled.

and they also allowed me to deposit money and play, to this account, which did not ask for any type of verification.

As it seemed strange to me and I realized the error, I created the main and real account, disregarding the other, since it was not associated with any email because it was misspelled.

that is to say that they do not validate the information or the emails of their players. And even so they let you enter money and lose it. because if you win money, they disable your account.

I first created the account, validated it, did the kyc, and once everything was in order I started playing.

and a lot of money was deposited. it was not just once.

They waited for me to want to withdraw money to block me, but they didn't care when I deposited money, the ass was a lot.

I'm sorry but the casino had no way of knowing that your first email address was misspelled. Could you please advise if you informed the casino about the option to correct your email address associated with the first account? How long was your first account active, please?

Dear alexisolivari8,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I still need help. but i can't get it

They let me lose money, on many occasions. but they only block my account when I want to withdraw what I recover.

I opened an account with an incorrect email, and I bet 4000 ARS. Then I did the kyc but it didn't let me because the email was wrong.

So I opened another account with the correct email, because it would not allow me to correct or validate it.

After that, I validated the KYC and played more than 300 dollars in different opportunities. and i never had problems until i want to withdraw some recovered money.

If they don't want to give me the winnings, give me the money that I bet wrong.

I'm wondering if there's any relevant communication that could help us understand whether or not you contacted the casino to request a change in your email address. If there is any documentation, such as an email or a message, that supports your claim, please share it with us so we can investigate the matter further. This information will be useful in finding a resolution to the issue as soon as possible. If there's anything, please forward it to petronela.k@casino.guru at your earliest convenience.

There was no communication. Until what happened with the blocking of accounts!

I see. Could you please advise on the following?

• were those two accounts active at the same time?
• have you redeemed any bonuses on any of those two accounts?
• how long was your first account active?

Thank you for your reply in advance.

the two accounts were active at the same time.

do not redeem any bonus on any account.

The first account was only used once to test it, and not being able to correct the data... create a new one with the correct email.

That's why they tell me that there was a multi-account.

Thank you very much, alexisolivari8, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks, they don't answer my emails anymore or anything.

Hi alexisolivari8,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Smokace Casino to join this conversation and share more information regarding the case.

Can you please look into the issue with us again and perhaps reconsider your statement? If the player didn't take any bonuses and thus didn't gain any unfair advantage over your system, we think it would be nice to make an exception here.

Let us know your thoughts. Thank you.

Best regards,

Tomas

I just want my profit. They let me lose a lot of money and there was only a problem when I recovered something and wanted to withdraw it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They have stopped answering my emails, they just tell me that I am a multi-account, which is not the case.

Thanks for answering in the first instance.

The first account, when I realized that it was created with a non-existent email, was no longer used.

the second account was validated in the first instance (approved by yourselves) and then the game began.

The first account was never tried to verify!

however, it is not a duplicate account. but the first one was incorrect and could not be modified.

Given that, a new account was started with the corresponding email, and it was verified in a timely manner.

After said optimal verification by you, we proceeded to play.

The funds that were deposited in both accounts were always from the same source.

You never blocked my deposits or told me that there was an error, they let me deposit more than 110,000 ARS. And they only told me that I couldn't play, after wanting to withdraw the amount mentioned above.

The account was never used to benefit bonuses or anything like that.

Atte.

The player intentionally violated this rule, which he himself confirms when writing to you in this complaint.

Here it is mentioned that I intentionally violated the rule, which is not pertinent, since it was played, everything was created from the same computer, but with the exception that it was done correctly.

Dear Smokace Casino,

I have discussed this case with my team, and we are of the opinion that the casino should reassess the situation.

In accordance with our fair gambling codex, we believe such cases should be judged individually. Here are the reasons why:

1. The player didn't gain any unfair advantage over the casino. No bonuses were used, they played with real money, and the same payment method and device were used.
2. The only player's mistake was the incorrect email address, where only the number "8" was missing.

Considering that the player has completed KYC on the correct account, we believe the winnings should not be confiscated. We agree with your decision that only one account can be active, but you closed the account that the player has successfully verified and opened the account where the player doesn't have access to the email address - this should be done in reverse.

In summary, we believe that a fair solution can be found. Please let us know if you are willing to reconsider your position.

Thank you very much for your cooperation.

Kind regards,

Tomas

Dear Tomas,

The information on alexisolivari8 accounts has been reviewed by the Casino Risk department.

We would like to inform you, that it has been decided to go in the player's favor:

1) The first account PLAYER885894 created and registered on 2023-03-24 has been closed without the right to open.

2) The second account PLAYER897266 registered on 2023-03-31, where he was verified was opened and the game balance was restored, and its amount is 74935ARS, which was at the player balance before closing the account.

The player can log in under the account PLAYER897266 and continue the game or request the withdrawal of funds.

If the player requests a withdrawal - all requests for withdrawal will be successfully processed by the financial department of our casino, strictly in accordance with current rules.

If alexisolivari8 has any additional questions, we are always happy to help.

Best regards.

Smokace Casino Risk Department.

Dear Smokace Casino,

Your reconsideration is highly appreciated. Thank you.

alexisolivari8, can you please confirm that the matter is now resolved?

Kind regards,

Tomas

Many thanks to smokeace casino and the agents here. I was able to log in and I'm trying to withdraw my money.

Dear alexisolivari8,

Kindly let me know once the withdrawal is successful, so I can close this complaint as resolved.

Thank you.

Kind regards,

Tomas

2023-05-31 12:28:44 id 5161539

Here I leave the data of my money withdrawal request.

Dear alexisolivari8,

Any updates regarding the payment? Thank you.

Kind regards,

Tomas

They have paid. Many thanks for everything

Dear alexisolivari8,

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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas