The player from Argentina had his account banned for alleged 'game addiction' after depositing and winning a significant amount. He has contacted the casino through email but has not received a response, and he is requesting the return of his funds. We rejected the complaint because the player knowingly misappropriated their casino account to launder funds.
Smokace Casino - Player's account was blocked for gambling addiction.
Amount: $138,600 ARS
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
Unjustified complaint
REJECTED
Case summary
10 months ago
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10 months ago
Translation
Hello, my account was banned for "game addiction" according to what the system informs me when I try to log in with my user, I contacted the live chat and it says to send email, send email and they did not answer me at the moment, I was playing several days, I funded $4,000 ARS, I won $148,680, of which I bet about $10,000, then I funded $7,000 more to get bonuses, which I couldn't use, I bet again about $6,000 and withdrew my funds, the next day my account was blocked. I want my funds.
The only thing they gain from this is that people resort to physical casinos, because in this way our funds are always at risk, since they block your account and then they don't give you an answer, they play with people.
I expect an immediate solution.
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10 months ago
Dear silvaalan1993,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask a few questions to make sure I understand the situation properly.
Have you requested to be self-excluded from this particular casino?
Have you requested to be self-excluded from any other casino belonging to the same operator (Altacore N.V.)?
Could you please advise when exactly have you sent an email to customer support about closing your account?
Could you please confirm if you passed the KYC verification?
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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10 months ago
Translation
Hello Veronica,
At no time did I ask to exclude myself, neither in this casino nor in any other, that's why I don't quite understand why they block my account... I simply need to withdraw my funds.
I sent the email on 6/26/2023 in the morning and I still haven't received a response.
The KYC verification passes successfully.
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10 months ago
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Hello, at the moment I did not receive an answer or my funds.
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10 months ago
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.
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10 months ago
Translation
Hello, here I am attaching the last message from smokace support, they had correctly verified my identity and address. Then I loaded some more balance in my account, I played about $10,000 and then I made the withdrawal. The next day I entered and I already had my account blocked. At the moment I do not have my money or any solution.
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10 months ago
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Sorry here I attach the image
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10 months ago
Thank you very much, silvaalan1993, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.
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10 months ago
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Excellent, I look forward to news. Thank you!
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10 months ago
Hi silvaalan1993,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Smokace Casino to join this conversation and share more information regarding the case.
Can you please provide any reasons why the player's account has been blocked?
Thank you.
Best regards,
Tomas
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10 months ago
Translation
Hello Smokace Casino Risk Department,
What I am seeing is that they are looking for excuses to keep my funds, they are talking about money laundering! I put less than $20,000 and I won $148,600, I don't really make sense of it, I invite you to return my funds to Astropay. It is inexplicable how they can operate in this way, I feel totally cheated, they say they consider them "lost balance", is this real? It is not lost at all, that balance is in their accounts, they do it under our noses.
I ask you again, Send my funds to the astropay wallet.
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10 months ago
Dear silvaalan1993,
Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. As mentioned above, you knowingly carried out all the actions to launder funds. The casino acted correctly and within its terms and conditions.
However, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Thank you very much, Smokace Casino, for providing information and for your cooperation.
Best regards,
Tomas
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