Smokace Casino - Player’s bonus winnings were confiscated.

Hallo,

Ich habe bei Smoke ACE Sommer Bonus 150%100 Freispiele per Email bekommen genutzt Einzahlung 50 Euro.

Der Bonus hatte kein Max. Cashout siehe Anhang email.

Es ist mir gelungen den Bonus umzusetzen.

Ich hatte nach Umsetzung einen Betrag von 1200 Euro auf meinem Konto.

Ich wollte 1000 Euro auszahlen diese Auszahlung wurde storniert und mein Kontostand auf 375 Euro 5x des Bonus reduziert.

Ich habe den Chat kontaktiert und Ihm die email des Bonus gezeigt kein Max. Cashout leider ohne Erfolg.

Ich bin mir keines Fehlers bewusst warum mein Guthaben storniert wurde.

Vorab Vielen Dank

Dear KevBen33,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Smokace Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you confronted the casino with the information presented in the promotional email? What response have you received?
• Did you deposit 50€ or 75€ the casino informed you about in the calculation of the maximum cashout calculation?
• If there is any subsequent communication between you and the casino regarding the issue, please forward it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hallo,

ich habe die email dem Chat zukommen lassen. Nach Rücksprache mit der Finanzabteilung wurde mir mitgeteilt das nur 5x des Bonusbetrages ausgezahlt wird.

Erklärung warum bzw. Wieso die Werbemail ignoriert wird bekam ich nicht.

ich habe 50 Euro eingezahlt und 75 Euro Bonus sowie 100 Freispiele magic piggy hacksaw gaming bekommen.

Ich habe schon öfters Bonus genutzt normalerweise wird nach Umsetzung des Bonus mit Max cashout das Guthaben sofort reduziert.

es gab kein max cashout bei diesem Bonus.

Danke

Konto wurde am 8.4.2024 verifiziert

Thank you very much, KevBen33, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi KevBen33,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Smokace Casino to the conversation to participate in the resolution of this complaint.

Danke 🙏🏻

Dear Peter and KevBen33,

We will investigate this situation from our side and provide an update as soon as possible. 

Regards, 

Smokace Casino Risk Department. 

Thank you Smokace Casino team,

Looking forward to your message.

Dear KevBen33,

We have checked the information about your situation and can report the following. 

Indeed, you received an email with a deposit bonus offer which stated that the 150% + 150 freespins bonus has no maximum cashout. 

This is indeed true, there is no maximum cashout for this bonus. 

However, we would also like to inform you that the terms and conditions page was active for this deposit promotion for the duration of its validity. This page detailed the bonus terms and conditions. 

According to clause 7 of the terms and conditions of this bonus, the maximum amount that can be converted into real money after the wagering of the bonus is completed is x5 of the original bonus amount. After that, any subsequent winnings have no withdrawal restrictions. 

Thus, after the wagering requirements have been met, your bonus balance has been corrected in accordance with the bonus terms and conditions. You received 75 EUR bonus for your deposit, after wagering the maximum amount of conversion into real money was 375 EUR. 

Now you can continue playing without any withdrawal restrictions. 

Dear Peter, 

From our side the correction of the user's balance was done in accordance with the bonus terms and conditions. We also provide a screenshot of this deposit promotion and its terms and conditions. 

Regards, 

Smokace Casino Risk Department.

Das stimmt nicht was Sie sagen da das Guthaben erst storniert wurde als einen Betrag von 1000 Euro auszahlen wollte.

warum wurde das Guthaben nicht wie sonst auch nach umsetzen des Bonus auf 5x gekürzt?

aber ich akzeptiere das so und werde keine Einzahlungen mehr in Alta Core Casinos tätigen.

Vielen Dank an Casino Guru

Dear Smokace Casino team,

I really have a hard time finding a difference between "the max cashout" and "the maximum amount that can be released to real money from the bonus". In most cases, it means the same thing. If I found a piece of information in the bonus conditions stating "no max cashout" I would never expect any limits on my winnings. This is pretty unfortunate advertising. Was the amount at least reduced right after the bonus was wagered?

Nein siehe Spiel Historie (SmokeAce)

das Guthaben wurde erst nach der Auszahlung durch den Kundendienst storniert.

ich hatte mehr als 1200 Euro echtgeld habe noch ein bisschen weiter gespielt nach Umsetzung des Bonus.

erst als ich ausgezahlt hatte bekam ich etwa nach 1 Stunde eine email das meine Auszahlung storniert wurde.

Dear Peter,

We use the terms "Max Cashout" and "Max Release".

In this case, Max Cashout is the amount that a player can withdraw after the bonus wagering conditions have been met and the Max Release conditions have been met.

The maximum bonus release (Max Release) is the maximum amount that can be converted into real money after all wager conditions have been met. 

For most bonuses, the maximum release amount is corrected automatically when the wager conditions are met, but in case the automatic correction has not been made, an additional check is performed. 

According to the terms and conditions of the promotion, which were stated on the site during the promotion period, the maximum bonus release is x5 of the bonus amount the player originally received. 

When the user made a withdrawal request, a check was made to see if the amount of the maximum allowable bonus release corresponded to the amount of the player's winnings. According to the results of this check was made a correction of the allowable amount of winnings, which was left to the player. The left amount of winnings in the amount of 375 euros does not have a max cashout. 

Regards, 

Smokace Casino Risk Department.

Dear Smokace Casino team,

Regarding the max cashout and max release, I don't understand what the meaning of max cashout is supposed to be after the max release is applied and the funds are transferred to real money. Why apply bonus max cash out to real money? That doesn't make much sense. Secondly, why is the max release sometimes applied automatically and sometimes it isn't? Could you, please mark the moment when the bonus wagering was finished and send the player's game history to my email address (peter.m@casino.guru)?

Dear Peter,

The additional information you requested regarding the user's situation has been sent to your email - peter.m@casino.guru

Sincerely,

Smokace Casino Risk Department.

Hi all,

We will discuss the provided data internally and get back to you.

Dear Smokace Casino team,

After internal discussion, we see no reason to withhold the player's full winnings, as the bonus was advertised as a "no max cashout bonus." The maximum release from the bonus was only applied when the player requested a withdrawal, effectively making it a max cashout. The bonus terms contradict the advertisement, so the player should receive their full payout.

Hallo SmokeAce es ist mir bewusst das Sie mit mir bisher keinen Gewinn gemacht haben. Aber so ist es eben beim Glücksspiel es hätte auch Anders sein können.

Bitte überdenken Sie Ihre Haltung da ich nur den Bonus die Sie mir per Email angeboten haben genutzt habe und umgesetzt habe.

Nochmals Vielen Dank an Casino Guru

Ebenso Danke an SmokeAce für die Bereitstellung der Daten.

Dear KevBen33 and Peter.

We would like to inform you that the amount of 825.52EUR has been credited to the game account of the user KevBen33. 

The whole amount is available for withdrawal. 

We understand that the information about "no max cashout" in the advertising email is of crucial importance for the user. 

We apologize for the inconvenience. 

Regards, 

Smokace Casino Risk Department.

Thank you Smokace Casino team for reconsidering. We appreciate you looking at the issue from the player's perspective.

Dear KevBen33,

Can you confirm that the funds were credited back to your account?

Hallo Zusammen,

ja das Geld wurde dem Konto wieder gutgeschrieben, ich warte noch auf die Bestätigung der Auszahlung ich denke das wird in den nächsten Tagen geschehen.

Vorab Vielen Dank an das Team von Smoke Ace für die Korrektur.

Geld wurde ausgezahlt

Großen Dank an alle Peter von Casino Guru und Smoke ACE.

Alles Gute für die Zukunft

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, KevBen33, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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,

Peter