Smokace Casino - Player’s account has been blocked over a dispute about fees.

I've been pursuing a refund from Smokace Casino since last Tuesday, I registered and deposited 25 EUR with Litecoin to the service and I assumed I would be getting the full amount, instead I got 24.80 EUR because of hidden fees not mentioned in the deposit process.

I then asked support to compensate me for the 0.20 EUR fee but they refused, so I asked for a refund, their support asked me to email KYC@Smokace.com about the refund, Well I emailed them and got a response regarding the refund, and they asked if I wanted to proceed.

I agreed and kindly asked them to consider waiving the 15% refund fee as a one-time exception due to the undisclosed fee.

In this period, my account has been suspended due to "Problem Gambling".

Furthermore, I haven't heard back from them since 21.11.

Dear 3ofbusiness,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that small fees like this are usually deducted by the payment processor in the form of transaction fees or currency exchange fees and the casino most likely didn't have any influence over this.

Furthermore, casinos sometimes impose fees for refund processing, which is typically a part of the AML policy due to the potential suspicion surrounding this type of activity (depositing without playing).

Do I understand correctly that you didn't place any bets after the deposit was credited? Also, do I understand correctly that you didn't request the account closure?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Hello, yes you are correct. I havent bet nor used the funds in anyway nor did I request for my account to be closed.

I understand fees are a part of AML policies and I'm fine with the 15% fee as I've been pursuing to get the full 25€ refund (incl the undisclosed fee)

Currently the casino has been ignoring my emails. Yesterday I sent them a support email that I havent recieved a reply to yet, I'll upload the email shortly.

Thank you very much, 3ofbusiness, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction soon.  

Hello 3ofbusiness,

I'm Michal and I have taken over your complaint. I have reviewed your case and I want to confirm: are you seeking to withdraw your deposit due to the unexpected 0.20EUR fee (which appears to be a transaction fee), and subsequently, you agreed to the 10% of the withdrawal amount fee (if my calculation is correct, this amounts to 2.48EUR) for not meeting the requirement of wagering your deposit 3 times? I would like to understand if this is genuinely worth it for you.

Yes, it sounds fair, as my account is now banned and their support team is ghosting me.

If my account was however unbanned, and I was able to play and wager my deposit 3 times (aka bet a total of 75 euros in a single session) I would consider doing it.

But my complaint still stands, I would like to get the refund currently due to my account being banned.

OK, 3ofbusiness.

We would like to invite Smokace Casino to join the conversation.

Dear Smokace Casino,

Can you please accommodate the player's request?

Dear 3ofbusiness,

Your account was closed by the decision of the administration according to the rules:

- Smokace, in turn, reserves the right to close your account at any time, terminate the Terms of Use, and provide you with written notice using the contact information in your account.

You requested a refund and an email was sent to you on 11/22/2023 at 10:40:18 UTC +0 with detailed information and your current crypto wallet address was requested.

2023-11-23 09:25:07 UTC +0 Your crypto wallet address has been requested again.

We have not received an email with information about the current address of your crypto wallet.

Please provide your current crypto wallet address to our finance department KYC@smokace.com to receive your refund.

Best wishes,

Smokace Casino Risk Department.

Dear Smokeace representative,

I never received an email requesting my Litecoin wallet address but instead on 4th of December I got a promotional email

I have emailed your financial department my cryptocurrency address. Have you received that email?

Dear 3ofbusiness,

Please be notified that a refund of 24.8 EUR for your account has been successfully made. Please confirm receipt of the funds.

Best wishes,

Smokace Casino Risk Department.

Dear Smokeace representative,

I am able to confirm that I have recieved the refund.

Thank you for the confirmation, 3ofbusiness.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru