Smokace Casino - Player’s account is blocked by casino for suspected gambling addiction.

Good morning, I just found out that they disabled my account and they don't want to pay me.

They accuse me of gambling addiction and I don't know why, since I didn't ask for a program or anything.

In the first instance they took away the way to deposit money, through astropay, and today that I want to ask when my money will be withdrawn, they disable my account again.

I request the immediate recovery of the account and my money.

Hello alexisolivari8,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Smokace Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Have you been excluded in any other online casino for gambling addiction? How much money do you have left on the casino account and how much did you deposit there in total? Did you receive any amount of money back from the casino since your account is closed?

Looking forward to your answer.

Regards,

Nick

Good morning, the account was already enabled and being used for more than 2 months. Now they tell me that it is not enabled to play.

deposit money by AstroPay and flip cryptocurrencies, as always.

earn money and withdraw it to my Wallet. It is the procedure that I always do.

para actualizar el escenario, ahora me dicen esto desde smokeace.

Dear Alexis O*****,

Smokace Casino risk department has conducted a detailed review of your

PLAYER897266 login.

Account PLAYER897266 - did not pass the casino security check.

When checking your game session, a violation of the bonus rules of the

project was detected, namely:

- The Casino reserves the right to monitor all transactions in order to prevent money laundering. In addition, the Casino reserves the right, with particular attention and to the extent possible, to study the background and purpose of any complex or large transactions, as well as any transactions that, by their nature, are particularly likely to be related to money laundering.

- Betting activity will be monitored for irregular patterns.

During the inspection and analysis of your gaming and deposit/withdrawal activity, signs of an AML violation - money laundering, were identified, which is a violation of the rules.

Due to the identified violation and in accordance with Rule 14.6, your balance has been canceled and your account has been closed by PLAYER897266 without the right to reopen.

According to the rules of the project, you are prohibited from playing on this site. 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

Good afternoon, will there be any news? I presented everything they needed.

I can summarize it again if you wish

Hello alexisolivari8,

Would it be possible to forward your deposit and betting history (as you can't log into your account anymore the casino might forward it to you) as if they accused you of money laundering it would be provable with the history.

If you can please send it to nikolas.b@casino.guru.

Deposit money through AstroPay and also cryptocurrencies from trx

good morning, will there be any news? present all the corresponding

I demonstrated that the funds were always the same, and the deposit and withdrawal methods were those that the smokeace page allowed me

hello, any news?

Hello alexisolivari8,

Wasn't it possible to request for the betting history from the casino? If not, we will try to intervene.

Hello. I sent you an email asking for everything you need and didn't want.

could you intervene?

many thanks for everything

???

Could someone else see my case? no one answers me and they tell me the same thing over and over again.

Hello alexisolivari8,

We, just as you and the casino have 7 days to respond. As you could not provide the requested information, we might try to ask the casino for them but please understand that they could basically say anything as without any proof from you, we have nothing to argue with.

I would like to ask Smokeace Casino to join us and help us resolve the player's issue.

Dear alexisolivari8,

We have reviewed the information on your complaint in detail.

You made a withdrawal request on 2023-07-01 at 17:21 UTC+0 for the amount of 47828ARS. When reviewing your withdrawal request, the Risk Department found a violation of the rule point: 

11. - The Casino reserves the right to monitor all transactions in order to prevent money laundering. In addition, the Casino reserves the right, with particular attention and to the extent possible, to study the background and purpose of any complex or large transactions, as well as any transactions that, by their nature, are particularly likely to be related to money laundering.

- Betting activity will be monitored for irregular patterns.

Please be advised that the decision regarding your account has been reconsidered by the Casino Risk Department. 

It was decided to pay your winnings in the amount of 47828ARS to your TRX crypto wallet.

Please confirm that the specified crypto wallet: TQCA2yE2FZcyB5zfQfuM6HLqqnNF1JUF6V - belongs to you and that you will be able to receive your winnings.

Due to the high risk of your repeated violation of our casino rules, your account PLAYER897266 remains closed and you are not allowed to play in our casino.

Best regards.

Smokace Casino Risk Department.

The account TQCA2yE2FZcyB5zfQfuM6HLqqnNF1JUF6V is one of mine. But on the other hand I would like to know what the problem would be because it is not saying it.

I don't just want my money. I want to know why they are accusing me of gambling addiction, since it is something delicate but rather discriminatory.

On the other hand, I would like to know what movement they say is money laundering. I always deposit money in the same way, AstroPay and cryptocurrency to be able to withdraw.

Please let me know if you make the payment. I already confirmed that it is my trx address and I would also like to know what the error in my procedure is.

I deposit money through astropay, but it won't let me withdraw money through astropay.

Dear alexisolivari8,

Thank you for providing proof of wallet ownership. Within 10 business days the payment of the indicated amount will be made for you. As soon as the payment is made we will notify you.

We would like to remind you that during the verification of your account by the Risk Department of the casino, it was found that you used money laundering methods by depositing from AstroPay and withdrawing to crypto wallet and wagering pattern for wagering deposits, which is a serious violation of AML policy.

For this reason, your account has been closed without the right to reopen. That is why you see the above notice when you try to log in under your account.

This decision is final and will not be reviewed.

Best regards.

Smokace Casino Risk Department.

I understand what you're saying, but you don't have AstroPay to make withdrawals. So why leave AstroPay to make deposits?

I deposit money through AstroPay and how do I get it out? Chat support told me to use another method.

and now it turns out that it is money laundering, which is wrong, since only personal accounts and funds are used. They were used since the account was created

Dear alexisolivari8,

We would like to inform you that the payment for your account has been successfully made. Please confirm receipt of the funds.

Best regards.

Smokace Casino Risk Department.

I received the payment correctly.

Could you answer me what I ask?

Because they allow you to make deposits by astropay, and then they don't allow you to extract through that means.

Why did they suggest I use other payment methods to be able to extract and now they block me.

Dear alexisolivari8,

Withdrawals to prepaid cards are not possible. Payment methods can be different for both deposits and withdrawals, depending on the market situation and region.

You have used your crypto wallet exclusively for withdrawal, although you have repeatedly received payments of winnings on it.

Currently, all obligations to you have been fulfilled and the winnings have been successfully transferred to your crypto wallet.

The decision regarding your account is final and is not subject to review. You are not allowed to play in our casino and your account cannot be opened.

Best regards.

Smokace Casino Risk Department.

Many thanks for everything. But the inconsistency of letting money enter through a method and not allowing the withdrawal through it continues. Anyway we will let casino guru analyze it.

I don't think I did anything out of order and I made legitimate operations from my accounts and with your support.

Hello alexisolivari8,

I understand that you would like some answers however there isn't any online casino which would guarantee you to withdraw with the same payment method as you deposited with. It is completely up to the payment provider, country of residence of the player and up to the agreement between the payment provider and the casino. You always have to follow the withdrawal methods if the casino advises one as it just prolongs the withdrawal process for no reason.

Regarding your account - unless you have any remaining balance on it, the casino has the right to close it without any reason given and unfortunately nobody is able to do anything against it as it is clearly stated in their terms (applies to almost every single online casino).

As your remaining balance has been paid out, and account closed, is there anything else we could assist you with?

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.