Smokace Casino - Player’s account has been blocked.

they closed my account due to a gambling addiction but they tell me that I don't understand what that is and I don't have any of that, it's the first time I've played in your casino, I deposited less than 30 dollars , I want an explanation, it works like Uber, I want my account back thank you very much

Dear Matiasbimbo,

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. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the Smokace Casino? Could you please advise if you have self-excluded yourself from any other casino in the past?

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

No, I never requested any of that. It's the first time I've played and it was my first withdrawal.

Now the casino informs me that they closed my account for money laundering when I never did anything, I played with their rules, I deposited less than 30 usd and I won, I don't understand why it was this

Thank you very much, Matiasbimbo, for the clarification. Could you please forward any relevant communication? My email address is petronela.k@casino.guru.

Okay

Just checking if you sent anything as I haven't received any emails from you yet. Thank you.

Dear Matiasbimbo,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.