Smokace Casino - Player’s account was blocked due to gambling addiction.

Yesterday afternoon I stayed playing blackjack, I wanted to make my first withdrawal of ARS110,000 through Skrill. This morning when I had no news about the withdrawal, I wanted to open my smokace account and it said in English that my account had been disabled due to gambling addiction when I never requested to exclude myself at any time. I checked my email to see if the casino had at least notified me of this but it did not, to which I contact support and they tell me "Your account is closed by decision of the casino administration" and to send an email to kyc@smokace.com in which I did and got no response.

I hope an immediate solution since I followed the rules of the casino and it seems unfair that they keep the funds like this without telling you anything

Dear Ramona_Riveros,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

How long have you been playing in this casino?

Could you please advise if you have passed the KYC verification?

Have you requested to be self-excluded in any other online casinos?

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

Good morning Veronika, thank you for answering me, I answer the questions:

I have been playing in the casino for 10 days.

If I have passed the kyc verification on the same day that I made my account.

I have never requested to exclude myself from other casinos, it is the first time that this case appears to me

Before we move forward with your case, could you please send any proof or conversation with the casino related to this issue to veronika.l@casino.guru? Thank you.

Good morning Veronika, I just sent your email the conversations with the casino that you requested

Could you please advise what games have you played in the casino?

Could you also specify what payment method and currency have you used for depositing? What currency did you ask your money to be paid out in?

Good morning, I played monopoly first and then I ended up playing blackjack that day.

First use skrill and then, since the amount was not enough, use astropay

I asked to be paid in Argentine pesos

Thank you very much, Ramona_Riveros, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ramona_Riveros,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

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

Dear Smokace Casino,

Please forward me the evidence of the supposed money laundering and irregular play of the player to michal.k@casino.guru

Dear Michal,

We have reviewed in detail the complaint of player PLAYER1063091(ramona_riveros@outlook.com) .

Here are the details of the player's account

1) The player deposited his account twice from prepaid card(50000ARS+50000ARS) and once from Skrill wallet(2300ARS).

On 2023-06-27, player PLAYER1063091 made a withdrawal request for 110000ARS.

On 2023-06-27, additional verification was initiated on player PLAYER1063091's account based on suspicious activity in the player's account.

The additional verification was initiated in accordance with the paragraph of the rule:

2.4.1 The Finance Department may delay processing a withdrawal request due to additional verification.

Risk Department 2023-06-28 having studied the entire betting history of the player PLAYER1063091 , it was found the following:

According to our casino regulations, a customer must make x3 of the deposit amount to be able to withdraw funds.

1) All deposits of player PLAYER1063091 were wagered in the game MONOPOLY Big Baller with a maximum bet refund. (Actions were performed intentionally to make the deposit turnover x3 according to the rules), with the difference in bets and losses or winnings did not exceed 10-15% of the client's balance, and more than 90% of the total amount of client bets were made in this way.

2) The player PLAYER1063091 made a deposit with a prepaid card and requested a withdrawal to the purse Skrill. 

We have every reason to assert a violation of AML policy, which grossly violates the regulations of the project.

On the basis of these data, the Risk Department of the casino decided that the player purposefully carried out all actions to launder funds.

According to the rules of our casino:

11. Casino reserves the right to monitor all transactions with a view to prevent money laundering. Furthermore, Casino reserves the right to examine with special attention, and to the extent possible, the background and purpose of any complex or large transactions and any transactions which are particularly likely, by their nature, to be related to money laundering.

Betting activity will be monitored for irregular patterns.

On 2023-06-28 player account PLAYER1063091 was closed without the right of opening and the balance was canceled due to a violation of our casino rules according to the paragraph of the rules:

14.6. In that case, if we should close your account because of collusion, cheating, fraud, money laundering, other criminal activities or breaching of the Terms of Use, which has damaged us or any other third party, the balance of Your Account will be non-refundable and deemed to be forfeited.

2023-06-28 A email with detailed information about the reason of the account closing was sent to the player on his e-mail ramona_riveros@outlook.com.

As you can see all actions in relation to the player's account were performed strictly within the rules of our casino, which are publicly available and do not hide from anyone.

Best regards.

Smokace Casino Risk Department.

Hi Michal, thanks for your attention.

There is something that smokace does not mention and that I am going to clarify, it is true I played monopoly with the 2000ars that there was plus 50000ars plus astropay added, but that amount I have lost after several plays and I added 50000ars more and ended up playing something blackjack that smokace does not mention, I was playing for a long time that I even lost everything but later I was able to reach more than 170,000, but I decided to withdraw 110,000 by playing and respecting the casino rules.

I am available for any question or document that may be requested

Thank you for your response, Smokace Casino team.

I have requested more information to better understand the whole situation.

Dear Ramona_Riveros,

I have been in contact with the Smokace Casino team and we have received some evidence from them. However, at this time, we remain unconvinced that the actions taken by the casino were justified. I have requested further information from the Smokace Casino team in order to gain a comprehensive understanding of the entire situation and hopefully find an appropriate resolution.

No, thank you Michal, this is the casino is very strange to me since I played as if I was going to play in a physical casino, I never covered or reached the quota x 3 as smokace mentions, I played for fun but well I hope it will be resolved soon thanks for your attention

Dear Ramona_Riveros,

Just to give you a quick update. I'm in contact with the casino representative and we are discussing your case. I am awaiting further evidence from the casino.

Can you please confirm when you have created your casino account and what all games have you been playing?

On June 21 of this year if I remember correctly, I created my account, the games I played was one of dice that I don't remember the name of, and then several days later I played monopoly and black jack, which was the day I made the withdrawal. .

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ramona_Riveros,

We wanted to provide you with a brief update on your case. At the moment, we are still in active discussions with the casino representative to carefully consider your situation and explore potential solutions. Rest assured, we are working diligently to find the most suitable resolution for you. We will keep you informed of any further progress. Thank you for your patience.

Hi Michal, thanks a lot for the help and the constant update, I'll be in touch

Dear Ramona_Riveros,

We have reviewed the information on your complaint in detail.

While 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 PLAYER1063091(ramona_riveros@outlook.com) has been reconsidered by the Casino Risk Department. 

The decision has been made to refund your deposits in the amount of 102300 ARS to your Skrill (ramona_riveros@outlook.com).

Please confirm that the specified wallet ramona_riveros@outlook.com belongs to you and you will be able to receive your winnings on it.

Due to the high risk of you violating our casino rules again, your account PLAYER1063091(ramona_riveros@outlook.com) remains closed and you are not allowed to play in our casino.

Best regards.

Smokace Casino Risk Department.

Good afternoon, I confirm that the skrill wallet is associated with my personal email that smokace mentions (ramona_riveros@outlook.com)

Thank you all for your responses.

Dear Ramona_Riveros, I am glad we could find a compromise with the Smokace Casino team to accommodate you. Please let me know when you receive your winnings so we can consider your complaint resolved.

Dear Ramona_Riveros,

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.

Good morning I confirm the receipt of the payment and I thank the casino guru team for the help and assistance in the case

Great news, Ramona_Riveros. I'm glad to hear that you successfully received your winnings.

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 and 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