The player from Japan had his account unexpectedly blocked and did not receive a satisfactory explanation from the casino. He wasn't holding any money in the account at the time of closure. The player denied having a gambling addiction and maintained that his gambling activities had never affected his life. He was confused about the account closure, as he had no balance at the time. We had informed the player that the casino had the right to close accounts as per their Terms and Conditions and suggested that he sought professional help if gambling became a burden. The complaint was closed due to the casino's actions being in line with its Terms and Conditions.
Smokace Casino - Player’s account has been closed.
Amount: ??
Smokace Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
I was playing with the appropriate amount of money and respecting the regulations,
yet suddenly today, I was unable to log in to my account.
Even after seeking a reason from the operator, I was simply sent the email shown in the attached image,
and told that it was their final decision. I'm frustrated as I had been playing for quite a while.
I am lucky, however, that there wasn't any money in my wallet at the time.
Automatic translation:
Public
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5 months ago
Dear JIN_KORO,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Smokace Casino's Terms and Conditions and this is what I found:
CLOSURE AND TERMINATION BY US
14.5. Smokace in its turn, reserves the right to close your account at any time and terminate the Terms of Use and send you a written notice about it by using contact details in your account. In the event of any such termination by us we shall as soon as reasonably practicable following a request by You, refund the balance of Your Account.
Please bear in mind that online casinos have the discretion to determine whom they serve. If a casino decides to block a player's account while still paying out their rightful winnings, we find no grounds for penalization. If your account was permanently blocked by the casino when your balance was already zero, regrettably, there's nothing we can do to aid you in this situation. You might consider exploring alternative platforms for gaming. You can check our recommended casinos here: https://casino.guru/top-online-casinos
Nevertheless, if you find yourself grappling with gambling-related issues, I strongly advise refraining from casino play altogether and seeking assistance. I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
Please let me know if there is anything else I can assist you with, or if this complaint may be closed.
Thank you for your understanding.
Best regards
Veronika
Public
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5 months ago
Translation
I read the terms of use but I don't understand why it's closed.
Addiction?! What do you see in me that makes you think I have an addiction?
The amount of money you spend on online casinos is within a predetermined amount.
I play and it has never affected my life.
Automatic translation:
Public
Public
5 months ago
Gambling addiction is mentioned in the screenshot you sent us.
Could you please specify what was the balance in your account when the casino blocked you?
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5 months ago
Translation
It is written at the beginning
Your balance is "0"
Automatic translation:
Public
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5 months ago
Dear JIN_KORO,
I have checked the Terms and Conditions of Smokace Casino and this is what I found:
CLOSURE AND TERMINATION BY US
14.5. Smokace in its turn, reserves the right to close your account at any time and terminate the Terms of Use and send you a written notice about it by using contact details in your account. In the event of any such termination by us we shall as soon as reasonably practicable following a request by You, refund the balance of Your Account.
I understand your frustration and disappointment. However, the casino's actions were in line with its Terms and Conditions. It's important to recognize that the casino cannot risk allowing a player to continue gambling if it can ruin a person's life socially, emotionally, and financially; this is a fundamental aspect of responsible gambling policies. Furthermore, the casino reserves the right to select the customers it serves and may close a player's account for any reason, ensuring all rightful winnings are paid out.
If gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
