The player from Germany had requested three withdrawals after winning €3,000, only to discover his account had been blocked under the suspicion of gambling addiction. The player refuted the claim of addiction and insisted this was a reaction to his first major win on the site. He had also mentioned a deposit issue that the casino claimed not to have received. We had requested evidence from the player to validate his claims. Eventually, the casino had contacted the player and resolved the issue. The player thanked us for our assistance in resolving the matter.
Smokace Casino - Player's account was blocked after a major win.
Amount: €3,000
Smokace Casino
Safety Index:HighSafety Index
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8.5
Smokace Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Hello dear Casino Guru team,
Yesterday, for the first time in a while, I had some luck. I won a total of € 3,000 and made 3 withdrawals of € 1,000 each.
Now, when I wanted to log into my account, I received the message
"Account blocked due to gambling addiction." I am shocked and very angry; I have never experienced such audacity.
I am even a VIP on the website
This was my first major win on this website, and they immediately block me? What's the meaning of this?
Had they paid me the money and then blocked me, it would have been a different story, but to block me right after I've won something significant is unheard of. I played without any bonuses and I am not addicted to gambling. I enjoy playing but, I'm far from addicted.
I plead with you to help me get these 3/1 large payouts.
This is limitless fraud this casino is attempting to commit.
Everyone, stay away from this website until this matter is resolved, it's a gang!
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11 months ago
Dear dukanovicmarko02,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Smokace Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
Have you made any successful withdrawals from this casino before?
Have you ever requested to be self-excluded in any online casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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11 months ago
Translation
Hello,
- yes, I have been verified at this casino for a long time
- I've had many withdrawals, but only smaller ones where, strangely enough, it wasn't a problem
- Yes, I have, but never because of gambling addiction. I had other casinos block my account because the casinos were absolute scams and I hadn't won anything after countless deposits. So I never let myself be blocked because of addiction, but asked casinos that I despise to delete my account.
Even though I made a lot of deposits and withdrawals, it was obviously never a problem for the smokace casino, only now that I had a really good win did it suddenly become a problem and they blocked me straight away.
Another thing I need to point out is that I should really get unblocked and get my winnings. I'm happy to continue playing at SmokAce Casino, I'm just horrified at how they suddenly block my account after my first good win and call me a gambling addict, which apparently was never a problem before.
Edited
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11 months ago
Translation
I just saw that there are other complaints with the exact same problem, it seems like this casino has carried out this scam several times. I hope for help from Casino guru as such injustice cannot be tolerated
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11 months ago
Translation
Sorry to write again, but I've now reached the casino and I'm even more disappointed than before. First it said that the account was blocked due to gambling addiction, now it says that a deposit from me was never received. One from December 24th, 2023, but I never made a transfer on December 24th. I'm happy to send you all the evidence, the casino is constantly inventing new things, that can't be true. I also have evidence that the deposit of €300 was made before December 24th. And this was received by the casino, otherwise I wouldn't have been able to play with €300.
However, all of this has NOTHING to do with my current payouts, as this money was long gone.
I'm starting to get outraged, they're insisting on the bank statement from December 24th, even though I've already told them there isn't one. THERE was NO activity on December 24th in my bank account.
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11 months ago
Translation
So yesterday it was because of gambling addiction, today suddenly because of a deposit of €300 that was never received. It's starting to sound suspicious.
I also told the casino that if the €300 was the problem, they were welcome to deduct it from their winnings, send me the remaining €2700 and then block my account. Which would be a shame because I would like to continue playing with Smokace, but they obviously don't want me to.
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11 months ago
Please send me all relevant evidence and communication between you and the casino regarding your account closure and deposit issue. My email address is veronika.l@casino.guru.
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11 months ago
Translation
Hey, so the casino got in touch and the problem was solved. Thanks for the help
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11 months ago
Dear dukanovicmarko02,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
