The player from Greece reported that their verified account had been closed by the casino on the grounds of gambling addiction, despite having no balance. They requested a return of their deposits and the permanent deletion of their account. The Complaints Team informed that the casino had the right to close accounts at its discretion and that no refund was applicable since the player had lost their balance through regular gameplay. Additionally, the Team clarified that GDPR-related complaints were outside their expertise and recommended contacting the appropriate authorities for data deletion requests. The complaint was closed as no further assistance could be provided.
Smokace Casino - Player's account has been closed.
Amount: €295
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
4 weeks ago
Public
Public
1 month ago
Translation
Good evening, the exact same thing happened here. I had fully verified my account. They simply closed my account here with the excuse that I am addicted to gambling when I emailed them after noticing that the money I deposit each time goes to different destinations. I had no balance when they closed it, but I want my deposits returned to my bank account and then have my account permanently deleted!
Automatic translation:
Public
Public
1 month ago
Dear Nikosnikos1312,
Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're facing. We have noticed that you also published the same complaint regarding Stelario Casino.
Please understand that according to the Terms and Conditions of Smokace Casino:
10.4. Smokace may, at its own discretion and without having to provide any justification, refuse to open an account or close an existing account. All contractual obligations previously made to the user will be honored.
As with any commercial company, the casino has the right to choose who they provide services to. Unfortunately, we are unable to assist with complaints in cases where the player lost their balance through regular gameplay, and the casino subsequently decided to close the account. Since you lost your balance playing, and there were no violations of terms during your gameplay, we believe you are not eligible for a refund of your deposits.
Please let me know if there is anything I might have overlooked, otherwise, this complaint will be closed.
Thank you for your understanding.
Best regards
Veronika
Casino Guru
Public
Public
1 month ago
Translation
I just want to permanently delete my details and my accounts at both of these casinos. I have sent several emails and you have not responded in a month. Please just delete my accounts permanently. Thanks!
Automatic translation:
Public
Public
4 weeks ago
Thank you for your response. I understand your request to have all your personal data removed from the website. However, we are unable to assist with this particular matter, as handling GDPR-related complaints falls outside of our area of expertise.
If you wish to pursue this further, we recommend contacting the appropriate authorities responsible for GDPR concerns. While we always strive to support players dealing with unfair casino practices, GDPR issues are beyond our scope.
We appreciate your understanding and wish you all the best going forward. As we are unable to assist further, this complaint will now be closed. If you encounter any issues with this or any other casino in the future, please don't hesitate to reach out to us.
Best regards,
Veronika
Casino Guru
